Time to value is now key, and IT must deliver business value every day. This means IT can no longer simply define what’s needed and then outsource the customisation work. Now, IT has the responsibility to modify, update, integrate, and change software itself and fast. IT needs a solution that empowers it, puts it in control, provides agility and flexibility, and delivers business value. This article discusses what codeless means, what codeless can do for an organisation and what to look for in an IT service management (ITSM) tool when codeless is a key requirement.