Service Management and with it the IT Infrastructure Library, or ITIL, is key to bridging the gap between IT users and „IT production“. But as Cloud Computing goes mainstream, it becomes increasingly clear that ITIL alone is not enough.
However, that is not enough. I think there are important areas that need to be addressed that go far beyond what ITIL brings to the table, for instance:
Accounting functions: The next logical step in Service Management will be for services to be paid for individually and by usage – sort of an “ERP for IT” concept. Being able to centrally manage and control these processes is especially important in the age of Cloud Computing.