Gartner Research

The IT Service Management Unified Framework: Linking ITSM to Business Value and Maturity

Published: 28 March 2014

ID: G00262115

Analyst(s): Suzanne Adnams , Jeffrey Brooks


CIOs pursue IT service management initiatives to optimize IT delivery and advance IT maturity to achieve business outcomes. Gartner introduces the IT Service Management Unified Framework — a single strategic view into the relationship between ITSM, delivery, maturity and business service value.

Table Of Contents
  • Key Challenges



  • Assess Business Demand and IT Capability
  • Define the IT Service Portfolio Early in the Plan
  • Build the Process-to-Service Map
  • Bottom Line

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