Gartner Research

Defining and Managing Strategic IT Services Primer for 2016

Published: 19 January 2016

ID: G00292922

Analyst(s): Suzanne Adnams


CIOs must develop a strategic view of services to shift IT from a technology-centric approach to a business-centric one. IT services with a focus on business outcomes and value will better communicate value, make it easier to do business with IT, and ensure that IT is optimizing the right things.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can we create a business-centric definition of IT services that is focused on business outcomes and business value?
    • How do we continue to develop IT services to remain relevant with changes in the business objectives?
    • How should IT define service objectives that have real meaning and avoid a revolving door of SLA development that never seems to reach completion?
    • What is the best way to engage business executives and decision makers to discuss IT service value, instead of exclusively focusing on IT cost or delivery issues?

Related Priorities

  • Suggested First Steps
  • Essential Reading

©2021 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?

Become a client

Learn how to access this content as a Gartner client.