Gartner Research

A Fresh Approach to ITSM Strategy

Published: 26 August 2014

ID: G00265870

Analyst(s): Tapati Bandopadhyay


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



  • 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

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