Gartner Research

IT Service Management; CIO Desk Reference Chapter 18, Updated Q3 2012

Published: 31 July 2012

ID: G00238496

Analyst(s): Colleen Young , Simon Mingay , Kurt Potter


The essence of service management is doing the right things at the right price and quality levels in support of each enterprise’s unique business needs. This fundamentally requires that IT understands its services and value propositions and is able to deliver in a businesslike manner.

Table Of Contents
  • Overview


  • Conceptual fundamentals of ITSM
    • The Role of IT in the Business
    • The IT Delivery Model Hierarchy
    • Operating Models
    • Delivery Models
    • Four Key IT Service Management (ITSM) Frameworks
  • IT Organizational Architecture
  • IT Performance Management Evolves With IT Delivery Model Maturity
  • Delivery Models for Centralized and Shared IT
    • Centralization Drivers
    • Delivery Model Selection
  • IT Service Management (ITSM) Implementation Best Practices: The Six Myths of ITSM
    • Myth No. 1: Process Maturity Equals Service Management Maturity
    • Myth No. 2: The Internal IT Organization Can't Compete With External Service Providers
    • Myth No. 3: The IT Organization Knows Its Customers and Services
    • Myth No. 4: ITSM Reduces Costs
    • Myth No. 5: Certifications Guarantee Service Quality
    • Myth No. 6: A New Organizational Chart Is a Viable Proxy for Organizational Change Management
  • Steps to Process-Based Delivery Models
  • The Most Common "Pushback" Behaviors
  • Conclusions
    • CIO Call to Action
    • Conclusions

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