I've been involved in IT service management (ITSM) since the 1970's, and I've seen many changes since then. Here's my summary of where ITSM has come from, and where I think it's going next. My first job in IT was in the late 1970s.
Original Title: The past and future of IT service management
External source: ITSM.Tools
Author: Stuart Rance
Publication date: 09/22/2016