Gartner Research

China Summary Translation: Shift IT Service Management Priorities Toward a Continuous Improvement Mindset

Published: 21 January 2015

ID: G00273885

Analyst(s): Tapati Bandopadhyay, Vincent Fu


A survey of 89 large-enterprise Chinese infrastructure and operations organizations reveals the fundamental ITSM challenges commonly faced in Asia/Pacific. I&O managers should encourage proactive behavior toward ITSM process and service improvements and design user interfaces to be customer-focused.

Table Of Contents



Shift IT Service Management Priorities Toward a Continuous Improvement Mindset

  • Key Challenges
  • Recommendations



  • Promote Proactive Initiatives on Process and Service Improvement
  • Promote and Popularize the Self-Service Functionalities of ITSSM Tools
  • Train and Encourage ITSD Staff to Engage With Business Users

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