IT Service Management in the Age of the Consumer

By Ken Kauffman, Solutions Architecture Director

Consumer Pressure on Technology Organizations

Is it any wonder that IT organizations today are struggling to meet the expectations of their users and customers? Internal IT’s competition is injected right into the walls of their organization since their own personnel are the very consumers that are engaging, learning, and adopting all of this technology at a rate that outpaces the organization’s ability to respond. They already know the tools exist that they need to do their jobs more effectively because they’ve applied them successfully in their everyday life.

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