Gartner Research

IT Service Leadership Guidelines for CIOs to Distinguish IT Service From IT Process

Published: 18 July 2014

ID: G00263918

Analyst(s): Suzanne Adnams


In developing a business-focused IT service portfolio, CIOs often struggle to communicate the difference between an IT process and IT service. Understanding this difference is key to helping IT leaders manage IT resources efficiently and effectively, and building a service-optimized IT organization.

Table Of Contents
  • Key Challenges



  • Understand the Key Attributes of an IT Service
  • Understand the Key Attributes of an IT Process
    • Example of Elements Contributing to a Process
  • Link IT Processes to IT Services With the Process-to-Service Map

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