Why Simplifying Incident Management Processes with Cloud-Sourcing is like Managing the Contents of a Black Box

Managing incident management in the cloud simplifies ITIL workflow processes, right? From our experience, we’ve seen the number of cloud tools to manage incidents multiply tenfold which means we’re doomed to go through the same boom and bust process as with any new technological wave; first, the period of rapid growth and expansion as everyone hops on the bandwagon and then comes market consolidation period where a few market leaders emerge. So making incident management simple in this case may not, in fact, be so simple and is more like managing the contents of a black box. (Read More)