This report studies the role of IT service management in the business and suggests that IT service management departments need to work closely with the business department to improve the efficiency of the business and the quality of IT services.
The document outlines the increasing importance of IT service management and the pressure on IT organisations to deliver faster, more flexible, and cost‑effective services. It discusses the shift from tactical ITIL‑based support to a holistic, business‑focused approach, emphasizing the need for cultural change and stronger alignment with business objectives.
Key topics include breaking down silos between IT and business, adopting Service‑Oriented Architecture, and moving toward a proactive, strategic role for IT. The guide also highlights the benefits of the second wave of IT service management, such as improved responsiveness, higher quality, and better risk management.
Balancing high speed‑to‑market and flexibility with auditable control and low costs.
It aims to transform IT organisations from fragmented, reactive cost‑centres into holistic, proactive, strategic centres of innovation.
Because both internal IT attitudes and the relationship with the business must evolve to break down silos and enable faster, more responsive service delivery.