Gartner Research

CIOs Must Move IT From an ITIL Operational View of Services to a Strategic Business Focus

Published: 22 February 2016

ID: G00297755

Analyst(s): Katherine Lord , Suzanne Adnams


CIOs must move beyond an ITIL operational view of services if they want to communicate value, guide IT management decisions and mature the IT organization toward a strategic business focus.

Table Of Contents
  • Key Challenges



  • Introduce the Strategic, Business-Centric View of Services as the Driver for IT Performance, and Reinforce This Cultural Shift With Changes in Terminology and Practices
    • ITIL Services Revolve Around the ITIL Service Catalog
  • Develop and Establish the Gartner Service Portfolio as the Key Artifact Providing a Business Context for the IT Management Team as Well as a Communication Tool for Executives
    • The Gartner Service Portfolio Starts With the Business
    • The Service Catalog Goes One Level Deeper
  • Establish the Relationship Between IT Services and Delivery Processes to Drive IT Management Improvement

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