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3 Ways The Internet of Things Demands ITSM Innovation

10/16/2015 by: The SunView Team

IT service management requirements are escalating quickly as new technological trends transform the way businesses manage their infrastructure. The Internet of Things (IoT) is one of the most prominent movements influencing organizations, and companies need to get moving if they want to keep up with the pace of innovation happening around the IoT.

At this stage, many experts agree that businesses are turning to the IoT to solve specific problems. For example, a manufacturer running into temperature management problems may deploy sensors and related IoT app architectures to gain real-time visibility asset conditions. This adds to the complexity in managing IoT strategies, as you will likely end up with piecemeal IoT plans developed for individual process frameworks instead of a holistic strategy. Businesses need to be prepared to handle the added complexity created by the IoT, and getting your ITSM capabilities in place ahead of IoT investments is key in this area. Three especially noteworthy ways the IoT will impact ITSM strategies include:

1. Increasing the Quantity and Diversity of Devices in the Configuration
ITSM teams need to be prepared to support users that depend on any device in the company's configuration. If a maintenance employee files a support ticket about a specialized monitoring device, your team needs to be ready to handle that ticket. At the same time, you must be ready to deal with glitches in applications interacting with those devices (apps that may be running on multiple operating systems depending on the user devices accessing the system). This situation can extend over dozens of device types over multiple locations and supporting varied business units.

All told, the diverse capabilities provided by the IoT ensure that organizations must be ready to manage extremely nuanced and sophisticated device and application architectures.

50 Questions for Building ITSM Requirements

2. Heightening Data Analytics Requirements
Business intelligence features are a growing part of many software solutions, and big data is increasingly transforming the way companies do business. The IoT creates new opportunities for gathering and using information, and you need to be prepared to not only organize the data, but also support the apps and services that enable organizations to use this information. As the IoT creates new service architectures, you need to have your ITSM teams ready to handle the technologies needed to use the data gathered by the IoT in meaningful ways.

You can't afford to let the information that comes out of your IoT plans go to waste. This can easily occur if the apps and services supporting the IoT are not managed effectively. You need to use data more effectively to create value from the IoT, and your ITSM processes must position your service desk workers to keep IoT-related apps and hardware running smoothly.

3. Escalating Network Demands
The IoT depends heavily on constant network uptime and the data throughput requirements created by IoT technologies can have a staggering impact on your infrastructure. You will likely need to add capacity to your network - both wired and wireless - and potentially segregate different parts of your system to ensure smooth data transit for specific types of information. This heightened complexity can increase the frequency of moves, adds and changes to the network. It also makes it easier to solve problems that come up - like loops in the network that create hardware failure - as the system becomes more layered and complicated. You need greater visibility into your configuration to handle this issue, and ITSM solutions provide the transparency required.

The IoT is adding hardware, application and management complexity to IT operations and organizations must get their service management strategies in place before their operations become segmented and unwieldy.