Gartner Research

Top 10 IT Service Management Next Practices

Published: 12 June 2013

ID: G00237446

Analyst(s): Tapati Bandopadhyay, Milind Govekar


The new challenges of the cloud and everything-as-a-service models demand new tools, skills and IT service management practices. Future-ready practices and capabilities in people, processes, technology and business management can be differentiators for internal and external IT service providers.

Table Of Contents
  • Key Challenges



  • Rationalize Metrics and KPIs, and Make Them Business-Relevant
  • Move Toward Business-Driven SLAs, Reporting, Service Pricing and Billing Models
  • Reinvent the Service Part of IT Service
  • Redefine and Differentiate IT Services by Their Business Value Contributions
  • Demand Futuristic Tool Functionalities and Differentiated Capabilities From Tool Vendors
  • Do Just-Enough Processes to Avoid the Dangers of Overdoing ITIL
  • Focus on Mature and Transparent Change Management Practices
  • Create Bright Spots to Bring Organizational Change for Service Orientation and to Promote Correct Behaviors
  • Build Business Cases Jointly Between Internal IT Teams and Business Functions
  • Make a Conscious, Planned Switch From Reactive Mode to Proactive Mode

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