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For Infrastructure & Operations Professionals

I&O Leaders Must Reshape ITIL To Support Customer Obsession

Don't Wait; Rethink Your ITIL Journey Now

April 19, 2016


  • By Eveline Oehrlich,
  • Robert Stroud
  • with Laura Koetzle,
  • Elinor Klavens,
  • Vanessa Wegner,
  • Michelle Mai,
  • Bill Nagel

Why Read This Report

Many infrastructure and operations (I&O) leaders have modeled their support organizations on ITIL frameworks and processes. ITIL has been very helpful in establishing compliance and control but has proven brittle in adapting to the age of the customer, which demands a new culture of speed, collaboration, and customer focus. This report shows I&O leaders how to use their investments in ITIL training and organizational structure to meet today's challenge: reconfiguring their people, processes, and technologies to win, serve, and retain customers.

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Table of Contents

  • ITIL Growth In Asia Masks Its Decline In Favor Of DevOps Elsewhere
  • ITIL As-Is Isn't The Right Framework For Today's Digital Businesses
  • I&O Pros Must Enable Customer-Obsessed Operations
  • Recommendations

  • I&O Teams Must Shed ITIL Baggage And Focus On The Positive
  • Related Research Documents