Gartner Research

Leadership Development Module 1, Chapter 6: IT Service Management

Published: 29 February 2016

ID: G00300036

Analyst(s): Colleen Young

Summary

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

Analysis

  • 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

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