Gartner Research

ITIL Service Desk and Incident Management From Level 3 to Level 4 in ITScore for I&O: Integrated Processes to IT Service Orientation

Published: 07 February 2012

ID: G00230502

Analyst(s): Jeffrey Brooks , Tapati Bandopadhyay

Summary

To make infrastructure and operations service-oriented, service desk and incident management need to transform from a technical process view to a service view. Use this research to improve service desk and incident management maturity from process-oriented responses to service-oriented responses.

Table Of Contents
  • Overview

Analysis

  • What's the Need to Improve SD function and IM Process to Level 4?
  • The SD Function and IM Process Status at Level 4 Maturity of I&O
  • SD, IM and the Overall I&O Process Context at Level 4
  • How to Achieve Level 4 in the SD Function and IM Process
  • SD, IM and the I&O Organization at Level 4: A Response Scenario and Strength, Weakness, Opportunity and Threat (SWOT) Analysis
  • SWOT Analysis of the I&O Response Scenario at Level 4
  • Bottom Line

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