Gartner Research

Use a CUDA Framework to Address IT Service Management Challenges for Bimodal IT

Published: 22 June 2015

ID: G00275871

Analyst(s): Tapati Bandopadhyay

Summary

Infrastructure and operations leaders need to communicate differently in a bimodal IT environment. Communication up (the business), down (the staff) and across (their peers) when dealing with ITSM matters should be differentiated for reliability (Mode 1) and agility (Mode 2).

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Build ITSM Communication Content That's Timely, Role-Based, Relevant, Action-Oriented, Integrated and Need-Based
    • Timely
    • Role-Based
    • Relevant and Action-Oriented
    • Integrated
    • Need-Based
  • Use Segregated Artifacts to Include Different Stakeholders in a Bimodal IT Environment

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