Improving IT Service Management


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The biggest challenge many companies face with maturing IT service management (ITSM) is determining which processes to mature and how much process formality is required.

  • Info-Tech’s primary research has identified a few, simple steps to improve service management maturity.
  • Info-Tech’s ITSM research is organized into an easy-to-understand Onion Model that IT leaders can use to assess their current practices and plan improvements.
  • Rather than peeling from the outside-in, service management improvement happens from the center of the Onion, core infrastructure services, and works towards the outside, to establish business-facing IT service alignment.

Figure 1. Info-Tech’s ITSM Onion Model

Source: Info-Tech Research Group

Impact Research: Improving IT Service Management_Figure_1

I need to…

With this…

…understand why service management matters.

Impact Report #1, “ITSM: Why You Should Care” explains the benefits and pitfalls of maturing service management.

…ensure solid infrastructure process at the core.

Impact Report #2, “ITSM: Core of the Onion” provides specific guidance on key activities at the core of the Onion Model.

…improve service management process.

Impact Report #3, “ITSM: Key Processes” provides direction on service management process improvement. Specific processes covered include change management, incident management, asset management, configuration management and problem management.

…govern IT services.

Impact Report #4, “ITSM: Governance of IT Services” covers key considerations about service management services and governance. Specific topics covered include service level agreements (SLAs), service catalogs, service portfolios, application portfolios.

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Search Code: 16103
Published: January 19, 2010
Last Revised: January 19, 2010

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