Gartner Research

A Fresh Approach to ITSM Strategy

Published: 26 August 2014

ID: G00265870

Analyst(s): Tapati Bandopadhyay

Summary

I&O leaders continue to invest significantly in ITSM frameworks and tools, but still face the "business value" puzzle. This research presents five "blue ocean" ITSM strategies for I&O leaders to transform their technically focused functions into business-value-driven and service-oriented I&O.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Switch Your Viewpoint Completely: Build a Long-Term ITSM Road Map With Measurable Business Value Improvement Targets
    • Example Use Case
    • Action Items
  • Build the Business Cases for All ITSM Initiatives With Feasible and SMART Business Problem-Solving Targets
    • Example Use Case
    • Action Items
  • Focus All Your Tools and Technology Initiatives on Outcome-Based Success, Not on Implementation Success; Build Parallel Plans for Tools and People
    • Example Use Cases
    • Action Items
  • Demand a Phased, Outcome-Driven, Stakeholder Approach From Your ITSM Tool Vendors and Implementation Partners
    • Example Use Case
    • Action Items
  • Include Continuous ITSM Process Improvement as an Integral Part of Your ITSM Strategy
    • Example Use Case
    • Action Items

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.