The strategy is in place.
Consultants and UXers are swarming like excited honey bees. Digital is the nectar.
Fresh mantras are replacing the dusty old ideas. Responsive! High customer experience! Peak user!
The steady murmur of buzzwords hum in the air like electric current – cloud shift, mobile, lightweight apps. Analytics.
This hive is primed and ready to fly into the new tomorrow.
But in this bright, new and shiny world, what of the ITIL service desk? When password resets are all self-service, and applications and infrastructure are in the cloud, how will the future unfold for this historical artefact of a department; they who were not invited to the fiesta digitale.