All organizations face the necessity of dealing with IT transformation and therefore the uncertainty of IT’s evolution. Specifically, transformation produces and includes three huge variations of information technology availability: modification, diversity and innovation. However this variety does not mean that there is no logic to employ for making and synchronizing progress within IT’s transitory state.

Real Time Service Management means both managing real-time services in runtime and exercising continual management in real-time.

The main challenge addressed is the unpredictability of the overall environment within which technology users make choices and commit action on their own.

For a user of information, the diversity of automation technologies represents multiple ways to gain a given outcome. However, the ongoing pace and processes of continual change create a significant risk of reducing the convenience of diversity to the confusion of complexity.

The combination of modifications, innovations and diversity resists predictability and optimization. Yet the users’ concept of value is based on their confidence in getting the kind of thing that they need at the time to do what they are trying to do.

This pits the users’ circumstantial awareness of apparent options against a knowledgeable awareness of the real options (processes, infrastructure and support) that affect the users’ intentions. Additionally, the number and variety of users makes demand a problem of scale as well as timing.

Therefore the issue is, what kind of logic successfully manages the accessibility, scaling and manipulation of the IT environment? Management continually profiles the current state of user-service interaction to make decisions about where and why to exert influence. In effect, that makes strategy cultural.



The user’s overall desired experience of technology is not hard to articulate.  As opposed to opportunistic usage, deliberate foreseen usage questions numerous factors that make up a degree of confidence in making choices.

Technology Awareness


The user’s intuitive perspective on technology options is highly pronounced in real-time demand. That perspective includes a set of typical concerns imposed on the pool of options. Staging the fulfillment of demand amounts to promoting manageable offers, expectations and constraints that users recognize.

Management organizations plan to enable diversity to satisfy the user, exerting influence on how the user’s requirements align across their concerns.

Technology Scale for Diversity


Management influence, as seen above, can systematically take on all of the currently transformative aspects of technology usage and direct them towards predictably enabling affects on users. The management organization also has the responsibility to generate this coverage at whatever scale the business requires. Scalability focuses the organization on infrastructure, process and support as means to enable the key real-time fulfillment workflows for translating demand into received provisions.

Applying the workflows at the necessary scale is realized through a set of basic capabilities that are exercised on a continual basis. All solutions for managing technology utilization are understandable in terms of their contribution to these capabilities.

Technology Management Workstreams