Gartner Research

China Summary Translation: 'Strategic Decisions for Optimal IT Service Management'

Published: 28 April 2017

ID: G00326052

Analyst(s): Colleen Young , Kevin Ji


Seamless service delivery is the price of entry for IT's broader participation in the enterprise. There is no "one size fits all" approach for achieving excellence. CIOs should understand the range and implications of delivery model choices before choosing a strategic ITSM initiative.

Table Of Contents



Strategic Decisions for Optimal IT Service Management

  • Overview
  • Key Findings
  • Recommendations


  • The IT Delivery Model Hierarchy
  • Operating Models
    • Fully Centralized IT
    • Fully Decentralized IT
    • Federated IT
  • Delivery Models
  • Interpreting the Model Framework
    • The Asset-Optimizing Delivery Model
    • The Process-Optimizing Delivery Model
    • The Service-Optimizing Delivery Model
    • The Value-Optimizing Delivery Model
  • IT Organizational Architecture
  • Summary

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