Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.

IT Service Management (ITSM) refers to the IT organization’s orientation towards delivering IT services with a customer-centric approach. However, this is a broad discipline which, left to interpretation by a wide range of IT adopters, can take various forms and meet a range of success. Info-Tech’s view on ITSM, discussed in the McLean Report research note, “Diagnostic IT Service Management for the Framework Impaired,” is that blind adherence to framework adoption is a leading cause of failure for ITSM initiatives. Lack of organizational commitment, and a lack of common-sense, IT-level operational processes, were also mentioned as hurdles to implementation. Interviews with IT professionals reveal that these are, indeed, on-going issues. As part of Info-Tech’s In-Depth research on ITSM, IT leaders and practitioners discussed successful implementation techniques. These are listed as recommendations following this research note.

Related Content


Get Access

Get Instant Access
To unlock the full content, please fill out our simple form and receive instant access.