IT is evolving rapidly and significantly beyond traditional roles such as the help desk and even IT service management. As that evolution proceeds, IT decision makers and their non-IT peers and bosses are constantly seeking ways to extend the value of enterprise investments in IT service management and automation solutions beyond IT itself. And increasingly, the path towards that extended business value includes custom applications for shared IT and business services.
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Every shared service has a provider and a constituency of consumers. When implemented effectively, the custom applications that enable and support shared services provide benefits to both, just as automated teller machines (ATMs) benefit both banks and their customers. And again, since almost all business services rely upon IT, custom applications that deliver those shared services represent a powerful way to extend IT's business value.
Every business relies upon at least one custom application for competitive advantage and agility, even if that business has not yet adopted the shared-services model. But many of these custom applications are aged or aging, and IT leaders and their teams are hamstrung by limited options and bandwidth, in the face of growing requirement and demand for more and better custom-built applications, well. So what IS an IT team to do?
Clearly, you need new ways to address these challenges effectively. Specifically, you need native, cloud-based, modern tools and technologies to deliver new and updated custom applications.
Trying to update incumbent technologies isn't enough. After numerous shots at developing cloud technology, SAP determined that to be successful, they needed to complete architect and build their Business By Design cloud applications from the ground up. And as you may have found in the journey that led you to choose ServiceNow for ITSM, many competing offerings that claim to be -cloud-based- are actually hosted or Web-enabled versions of old-style, premise-based technologies.