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| IT Service Management (ITSM) is a business strategy that enables the IT department to deliver a better ‘customer experience’. The goal: to transform their organisation from a tactical technology-provider to a strategic, business-oriented service operation. Service Management however, is not simply about IT systems, process and operational procedures – it is acutely reliant on people – the people who will implement, deliver and sustain the improvements necessary to provide customers and the business with the highest quality of service.
Aimed at senior business executives and any manager directly responsible for the development and delivery of IT services, this white paper outlines the effect of people on ITSM. It also explains how to approach ITSM implementation, leverage industry-accepted best practices based on ITIL (IT Infrastructure Library). Furthermore, it considers why attitudinal and cultural aspects of change management are fundamental to a successful transformation. |
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