Where does IT service management (ITSM) fit into an organization’s overall objectives and why should CIOs care about how well it’s integrated into the IT organization and C-suite strategy?
Today, we are seeing more business-type targets for IT, i.e. objectives tied to the success of organizations as a whole. For example, the IT goals for an ambulance service are likely to coincide with its organizational goals – so its IT department’s targets relate to getting ambulances quickly to accidents. In other words, IT and the organization should be working towards the same thing.
In turn, the goal for the ITSM function is to find out what’s important to the business and focus on how it can contribute to that bigger picture. Unfortunately, IT and ITSM often haven’t figured this out, frustrating the business and sometimes leading to poor, though predictable, outsourcing decisions.
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Source: IT Strategy