ITSM Fundamentals: Defining Provider Relationships and Accountabilities Across a Service Value Chain

Archived Published: 27 April 2016 ID: G00307968


Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


The relationships between multiple IT organizations in an enterprise are a crucial context for IT service and performance management. This research clarifies the decision criteria and implications for treating other IT organizations as customers or as co-providers.

Table of Contents

  • Analysis
    • The IT Operating Model
    • The Enterprise IT Service Portfolio
      • Collaborative Services
      • Conditions for Disaggregated Collaborative Services
    • The IT Service Delivery Value Chain
    • Putting It All Together
  • Recommended Reading
© 2016 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access

Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more

Call +1 855-515-4486 or contact us

to become a Gartner client.