Gartner Research

Build an ITSM Process Lab to Leverage Converged Infrastructure and Hybrid Cloud

Published: 07 June 2013

ID: G00237452

Analyst(s): Tapati Bandopadhyay

Summary

Converged infrastructure and cloud can bring I&O leaders much-coveted dynamism, flexibility and agility, but only if the IT service management processes are innovative and agile enough. A process lab, therefore, becomes imperative from this perspective.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Build a Process Lab to Harness Innovations in ITSM Processes
  • Review ITSM Process Definitions to Reflect the Current Realities, Pain Points and Priorities for the Organization
  • Review Process Roles, Training Programs, RACI Charts, Key Responsibility Areas and KPIs
  • Focus on Three Key Principles for Your ITSM Process Lab
  • Review Your ITSM Metrics as a Formal and Regular Task

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