IT Service Management Solutions Are Helping Organizations
Free Up Resources For More Strategic Initiatives
It’s time to take IT service management to the next level. To win customer loyalty by providing truly
personalized experiences—and to win in their markets—businesses today are counting on their IT
organizations to transform service delivery.
IT organizations that master the management of the full life cycle of IT services are able to deliver
tangible and tactical benefits. Faster incident response times, better root-cause analysis of problems,
fewer change-related complications affecting business services, and improved oversight of service
level agreements (SLAs) and catalogs are among those benefits, leading to a more proactive service
desk and better service management.
But the ultimate impact of an advanced IT service management approach is far greater than the sum
of its parts. By ensuring high service levels, IT becomes a strategic business enabler, giving employees
the support they need to better serve external customers. Equally critical, the IT group can align
services more closely with business goals, helping to increase velocity in today’s fast-moving markets
through speedier and more cost-effective change management strategies and more robust automated
workflows.
For many IT organizations, the desire to achieve this degree of partnership and alignment with the
business is driving the adoption of the ITIL (Information Technology Infrastructure Library) bestpractices
framework for IT service management processes, as well as solutions that support it and other
process, governance and compliance guidelines. “When you look at significant initiatives like ITIL, ISO
20000 and Sarbanes-Oxley, these are strategic for the business,” says Kevin Smith, vice president of
products at leading IT service management vendor FrontRange. “You need a builtfor-
purpose solution to support those initiatives.”