Service Management Has Outgrown The IT Department
ITSM.tools, Wednesday, September 2nd, 2026
David Cannon argues the valuable work is now orchestrating technology wherever it sits, not running a service desk.
David Cannon contends that service management has spread well beyond IT, with technology now bought and run across the organisation by people outside the IT department.
In his framing, the valuable work has shifted from running the IT service desk to orchestrating and governing technology wherever it sits. Specialised tools have proliferated across functions without anyone integrating them, leaving gaps that no single team owns.
The article argues organisations need to recognise this shift explicitly and assign clear responsibility for connecting disparate systems and teams instead of clinging to IT-centric operating models.