Gartner Research

Leadership Development Module 1, Chapter 6: IT Service Management

Published: 29 February 2016

ID: G00300036

Analyst(s): Colleen Young


IT service management represents one of the three key linchpins for internal IT organizational success. Any aspiring CIO should understand its fundamentals and seek opportunities to build commensurate competencies and behaviors.

Table Of Contents


  • What Is ITSM?
    • Why ITSM Is Important
  • Conceptual Fundamentals of ITSM
    • The Role of IT in the Business
    • Operating Models
    • IT Service Delivery Models
    • Service Delivery Models Defined
    • IT Organizational Architecture
    • Putting It All Together
    • Summary

Recommended 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.