I agree that automation technologies will steadily necessitate a different skills set and training regime for staff (Virtually skilled), but it is important to realise that this training can no longer be focused merely on IT processes. If IT and IT staff are to become genuinely aligned to business requirements, this needs to be replicated in training.

Gaining a better understanding of business outcomes can be extremely rewarding, enabling IT professionals to see how their role contributes to the business as a whole.

To a large extent, this is reflected in the most recent version of the IT infrastructure library (ITIL V3). Where ITIL version 2 focused more on processes, ITIL V3 addresses issues relating to service design and strategy. As the everyday processes of support become gradually managed by technology, IT departments will have greater capacity to focus on innovation and development for the business.

With this capacity and with more business-focused skills, IT has the opportunity to shift its perception as a support or cost centre to a profit centre in the eyes of the boardroom.

Finbarr Callan