Gartner Research

ITIL Service Desk and Incident Management From Level 4 to Level 5 in ITScore for I&O: IT Service Orientation to Business-Driven Responses

Published: 07 February 2012

ID: G00230503

Analyst(s): Jeffrey Brooks, Tapati Bandopadhyay


For mature I&O that is seen as a strategic partner by the business, service desk and incident management need to transform from an IT service view to a business view. Use this research to improve SD and IM maturity to promote a business-partnering I&O.

Table Of Contents
  • Overview


  • What's the Need to Improve SD function and IM Process to Level 5?
  • The SD Function and IM Process Status at Level 5 in I&O Maturity
  • SD, IM and the Overall I&O Process Context at Level 5
  • How to Achieve Level 5 in SD Function and IM Process
  • SD, IM and the I&O Organization at Level 5: A Response Scenario and Strength, Weakness, Opportunity and Threat (SWOT) Analysis
  • SWOT Analysis of the I&O Response Scenario at Level 5
  • Bottom Line

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