Gartner Research

Defining and Managing Strategic IT Services Primer for 2017

Published: 23 January 2017

ID: G00318149

Analyst(s): Suzanne Adnams

Summary

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

Scope

Analysis

  • 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

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