1 Say Goodbye to the IT Service Management Queue. Tablets, smartphones, and increasing employee expectations for faster, more responsive IT support are creating new ground rules for IT service management. New Rule #1—move from queue-based service to schedule-based service. Abstract IT organizations need a better alternative to the IT service queue, which no longer fits the needs and expectations of the increasing number of employees using personal tablets, smartphones, and other devices to get work done, along with mobile and remote workers who are seldom in the same place at the same time. What’s needed to support the shift from queue- to schedule-based service is calendaring capability with access to underlying ITSM systems, as well as personal and tea

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