IT Service Management (ITSM) refers to the IT organization’s orientation towards delivering IT services with a customer-centric approach. However, this is a broad discipline which, left to interpretation by a wide range of IT adopters, can take various forms and meet a range of success. Info-Tech’s view on ITSM, discussed in the McLean Report research note, “Diagnostic IT Service Management for the Framework Impaired,” is that blind adherence to framework adoption is a leading cause of failure for ITSM initiatives. Lack of organizational commitment, and a lack of common-sense, IT-level operational processes, were also mentioned as hurdles to implementation. Interviews with IT professionals reveal that these are, indeed, on-going issues. As part of Info-Tech’s In-Depth research on ITSM, IT leaders and practitioners discussed successful implementation techniques. These are listed as recommendations following this research note.

The following have been identified as key drivers for ITSM efforts or projects. Initiatives for improving service management, most typically, came from the IT side, and not the business. As a result, IT leaders who drive process change exclusively from the IT department with little external interest find it difficult to gain support from the business for ITSM initiatives.

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