September 16, 2008

Why IT Service Management Should Matter To You

Stop Running IT For The Geeks And Start Running IT For The Bill Payers

by Evelyn Hubbert

with Simon Yates, Lauren E. Nelson, Rachel A. Dines

Executive Summary (This is a document excerpt)

IT service management (ITSM) has made its way onto the agendas of both global businesses and large and medium enterprises. Yet there are many companies that don't fully understand what service management involves and what it can deliver to your entire company (including IT). There are also many organizations that think they have implemented ITSM, when in reality all they have done is implemented a service desk. Others have adopted additional best practices from the Information Technology Infrastructure Library (ITIL) foundation and are well on their way to the journey of service management. Unfortunately, too few companies fall into the latter category, leaving a great deal of confusion still surrounding ITSM.

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