Seven Steps to an Effective IT Service Management Strategy

By Darryl K. Taft  |  Posted 2014-07-17

A successful IT service management (ITSM) strategy is a lot like a game of connect the dots. Many enterprises have a ticketing system for incident management, or perhaps the beginnings of a configuration management database (CMDB), and maybe even some cost management functions—all valid pieces of ITSM. Too often, however, they are disparate systems relying on different toolsets that are not yet integrated. So, according to Logicalis, an IT solutions and managed services provider, while many companies may have some or even all of the dots, to have a fully functioning ITSM strategy, their CIOs have to connect them together in a meaningful way. "Many IT environments evolved over the years in response to the dictates of circumstance and short-term crises," said Mike Alley, director of ITSM for Logicalis US. "We are on the threshold of the day when the IT infrastructure can respond dynamically to change according to processes and parameters spelled out in advance in an effective ITSM strategy. As the pace of business and IT races faster and faster, the organizations that succeed are going to be those that use ITSM best practices to ensure that business and technology are pulling together in the same direction. Without an effective ITSM strategy in place, circumstance will continue to make your decisions for you." This slide show, done with assistance from Logicalis, offers seven steps to an effective ITSM strategy.


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