About This Webinar

Make IT a Service Provider

Traditionally, IT service management models are focused around “Technology” – which leads to:

  • Lack of communication between the business and end users.
  • Redundant services and increased costs.
  • Poor business perception of IT.
  • Misaligned level and quality of service.

With greater competition from external service providers, there is a greater need to deliver services with the business and end users in mind. In order to provide compelling customer experience, IT must:

  • Understand its changing role in the business.
  • Meet business expectations of IT.
  • Ensure capacity for required performance.
  • Continuously seek to become more service oriented.
  • Develop positive relationships with the business.
  • Optimize flexibility and timeliness of issue resolution.


During the first 15 minutes of this webinar, Paul reviewed key insights from a recently published piece of research "Enhance Business Value through Customer-Centric IT Service Management."

After this, Paul and his invited subject-matter expert discussed our main topic "Make IT a Service Provider."

This is an On-Demand webinar:

This webinar was previously recorded. To view our upcoming live sessions visit our Webinars page.

***The audio for one of our external panelists was not captured. We apologize for the inconvenience.

Featured Speaker

Paul Brown

Practice Lead, CIO Research & Advisory
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