IT Service Management has most certainly changed in the organisations I have worked in over the past 10 years, it is more complex and has become a service line management function, rather than a simple job role. ITSM was all about numbers and agreements, targets and reporting, but the big change over the past three years has been relationships. In my personal view, with methodologies and good practises like ITIL, TOGAF, COBIT and ISO becoming more and more common, so is the need for relationships. ITSM is not about sending a report on calls and availability anymore, it is now also about managing the clients expectation related to various compliance and conformance factors.
I personally think that the is no use in an in-sourced/Outsourced company achieving their SLA/OLA and UA's, but the client hates them. We found that fostering a relationship and managing expectation is better than trying to achieve gold with the reports every month. I am not taking away from the fact that these agreements are needed and must be achieved constantly, but without that relationship, there is no trust and no bond, which could result in the contract renewal going to the lowest bidder or better known competitor.
In light of the recession and the after shock, companies are going to look at their consultants and service providers in a whole different light. They will want answers to questions not often asked and a True ITSM service provider needs to look beyond profit and long term relationship building in order to keep and maintain its customer base.
I see a whole new world of opportunity regarding service management, one that involves making do with what you have, yet still keeping up with trend not necessarily technology. This is the time for leaders, not followers and that, in conjunction with an aptitude for change, will be the deciding factor between signing new business and keeping existing contracts