Best Practices: IT Service Management Standards

In this byline article, Principal Craig Wright explains why organizations should take a practical approach when deploying IT Service Management (ITSM). Sample excerpts: “IT service management has emerged as a key challenge as organizations look to transform the view of IT from a technology-focused function to a value-added business partner, offering both strategically aligned services and tactical know-how to keep business enablers operational…The true measure of success is a well-tailored, high-quality and timely support capability that delivers context-sensitive responses scaled to support IT enablers with minimal business interruptions, at an affordable cost…Given the desire for change and an array of rich ITSM disciplines, organizations may not know where to start…With no easy answer, many are turning to the Information Technology Infrastructure Library, in its latest service-oriented version (v3 and 2011 update), which provides a near-implementation-ready playbook…They should implement only those elements that drive results and leave unnecessary theory components behind.”

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