How can IT become more "human" as seen from the users' perspective? How can we manage the systems and applications, solving end-user requests, getting our job done, but without being mired down in formal processes and filling out forms - albeit on a screen rather than on paper?
HP Software - for quite a long time one of the most eager ITILists around - is clearly looking at radically new ideas for how IT should do its job, and it does not mean creating new standardised processes and procedures. If you look at this HP site http://www.48upper.com/, you'll see that they have an intent of creating a social media platform for IT Management, including (of course, you'll say!) knowledge sharing. Probably to be offered through a Software as a Service approach.
Matt Schvimmer, the HP manager featured on this site, came to HP through its acquisition of Peregrine Systems (a HelpDesk vendor) and he has worked within the Service Management area of HP Software since. But it is interesting to note that ten years ago Matt worked for Salesforce.com, so he has probably followed this market closely for years. Looking at this background, one can draw some interesting conclusions as to the direction HP Software is heading in.
Watch this space as this story develops!
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