Spent some time today writing up Serena’s new Demand Management offering; look for an Impact Brief shortly. Along these lines, I’m tracking a number of what I call next generation IT management vendors, which by my definition must incorporate both project and service management capabilities on a common platform with integrated resource management. It’s still a pretty short list of vendors reaching that bar; currently I have:
- Innotas (another vendor explicitly adopting a “Demand Management” marketing message)
This is still a list in progress, so feel free to drop me a line if there is anyone notably missing. I am NOT including vendors who have integrated previously distinct project and service solutions; I view such architectures as headed for obsolescence. Both the project and service modules need to be organically grown on the same set of platform services. However, I wouldn’t fault any vendor who avoids the term “project,” as I am starting to think that very concept may be in trouble in IT management. As long as the solution shows credible support for a development pipeline (call it Kanban, agile stories, or whatever) it can qualify.
So, what constitutes a next generation IT management platform? At least necessary (if not sufficient) would be:
- Support for new/changed service demand, through a DevOps pipeline
- Support for traditional ITSM type demand (service requests, changes, releases, incidents)
- Common time tracking and resource management across those demand queues
- Integrated calendaring (combined project + release + change views)
- Seamlessly integrated incident/issue/defect management (feedback from Ops to Dev)
- Kanban views and work in process control available across all queues
Functionality that is nice, but not required (because I don’t think the industry is ready yet):
- Support for broader “improvement” efforts “too big for a ticket and too small for a project” (audits, risk mitigation, problems, root cause analysis/mitigation, etc) – the ITIL “CSI Register” in other words
- Unified prioritization/execution management
- Probabilistic forecasting
- Finite capacity scheduling capable of dynamically adapting to variable resource availability (e.g. what are the consequences of the project resource pulled into incident response)
As always, comments appreciated.