Moving ITSM from Process Driven to Service Driven

Despite best laid plans, IT often struggles to allocate resources and budget where the business most needs them. It’s not that IT lacks technical proficiency, far from it. Rather, years of acquiring and managing resources in technology silos has put IT at odds with what the business cared about – technology supporting business outcomes. Unless addressed, IT runs the risk of being perceived as a black-box cost center; one in which endless streams of investment flows and no tangible value is returned. Service Portfolio Management solutions helps IT organizations drive better decision making and align resources to where they deliver the most value. It does this by examining how the function, cost, quality and benefit of each business service (from inception to retirement) meet and supports key business objectives and outcomes.

Presenting

Robert Sterbens, Sr. Director of Product Marketing, Service Mgmt, CA Inc.

Channel

IT Service Management

Date

Dec 03 2009

Duration

00:39

Tags

resources, technology, objectives, IT, investment