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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.

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