Gartner Research

ITSM Fundamentals: Defining Provider Relationships and Accountabilities Across a Service Value Chain

Published: 27 April 2016

ID: G00307968

Analyst(s): Colleen Young


The relationships between multiple IT organizations in an enterprise are a crucial context for IT service and performance management. This research clarifies the decision criteria and implications for treating other IT organizations as customers or as co-providers.

Table Of Contents
  • Overview


  • The IT Operating Model
  • The Enterprise IT Service Portfolio
    • Collaborative Services
    • Conditions for Disaggregated Collaborative Services
  • The IT Service Delivery Value Chain
  • Putting It All Together

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