Gartner Research

How Best to Advance ITScore Maturity for the Service Desk and Incident Management From Level 1 to Level 5

Published: 08 February 2012

ID: G00230497

Analyst(s): Jeffrey Brooks , Tapati Bandopadhyay

Summary

With the IT service desk responsible for about 50% of the business users' perception of the IT organization, developing a mature IT service desk and corresponding incident management process is vital to creating a true business partnership.

Table Of Contents

Analysis

  • The Dimensions and Attributes of ITSIO
  • When and How to Use This Research Set
  • What It's Like to Be at Level 1
  • Why Move to Level 2?
  • Why Move to Level 3?
  • Why Move to Level 4?
  • Why Move to Level 5
  • The Journey from Level 1 to Level 5
  • Bottom Line

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