Beyond the SCSM
Our external vendors (AT&T/DXC/Oracle/etc. etc.) are offering ServiceNow plugins and services to directly coordinate service management activities via ServiceNow. What remains is "my customers" still prefer the Cireson interface even against the newer tooling of JIRA and ServiceNow. We are also a very heavy Azure consumer and many Azure features like Flow, Power Apps, and Automation directly ties into other ticketing solutions, yet SCSM remains a secondary citizen of the ecosystem.
I have talked with both of our Microsoft enterprise account reps that maintain an office at our location. Neither reps have any insight into the futures of SCSM other than the number of years the product is under support. Zero word on development. Thou backend of SCSM seems solid, it's showing its age with the lack of what I would call modern advancements. Namely with the managing management packs, the ways the system is patched and upgraded, and how connectors have such a heavy impact to the database during there update cycles; I deal in 100k+ AD accounts and assets. I am also under the impression that Microsoft no longer uses SCSM as it's own ticketing tool, which in itself is a telling sign if true.
Thank you for any insight you have on the matter. This will help me plan out the continued evolution of our service management ecosystem here.