Increasingly, businesses are relying upon their service operation to position the entire organization for sustainable growth and profitability well into the future. But, no two companies are identical in their approaches to service delivery, even though they could use the exact same technician to fix the exact same piece of equipment. As a result, service leaders are demanding a best-of-breed technology solution that is designed specifically for their service organization’s nuanced needs and enables flexibility to perform critical tasks in different ways. IT leaders want to help the business become future-ready using a best-of-breed approach, but it can undermine their standard practice of preventing unmanageable complexity and unwarranted higher integration costs. The result: IT leaning toward picking an otherwise sub-optimal service management solution with the service software as an ancillary component of their existing Enterprise Resource Planning (ERP) system. How can service and IT leaders collaborate to adopt future-ready service management technology while meeting the ‘simplify IT’ agenda?
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