Rapid platform expansion without governance is driving costly technical debt across enterprise IT service management environments, says Ron Browning, CEO and Co-Founder, Dyna Software.
Over the past decade, IT service management platforms have emerged as mission-critical tools that power service delivery for IT organisations and beyond. Many platforms, along with evolving customer needs, are expanding into other shared service areas such as HR, Finance, CRM and Facilities. Further extending their enterprise value, some are even becoming foundational toolsets that support critical security and risk management functions. The overall goal is to simplify business operations and create a unified, consistent approach to service delivery.
However, when organisations move quickly to meet business demands and expand into broader use cases without proper governance and architectural controls, they can introduce technical debt that makes it more difficult and expensive to innovate on their platform. This tends to be true across most, if not all, service management platforms, including ServiceNow, Freshworks, Ivanti Neurons for ITSM and others.
