Trends Report

Service Catalog — Your Prerequisite For Effective IT Service Management

Yes, They Can Help Connect You With The Business

October 28th, 2009
Glenn O'Donnell, VP, Research Director
Glenn O'Donnell VP, Research Director
Eveline Oehrlich, null
Eveline Oehrlich
With contributors:
Lauren Nelson , Peter O'Neill , Simon Yates , Alexander Crumb

Summary

The vision and purpose of effective IT service management is to efficiently develop, operate, and deliver services with value and alignment to the business. To do this, IT must transform itself from an organization with many silos of technical and functional silos into a business with reliable and cost-effective service offerings. The attitude, behavior, and culture of the organization must shift to a service provider organization. The first step in this transformation is to develop a service catalog that describes the IT services supporting the business services and in turn the business process.

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