Leading infrastructure teams are making a strategic transition from operating technologies to managing business-driven services. Making this transition is key to demonstrating and delivering business value.
The majority of service management efforts, however, still focus on process maturity in service operations. While these efforts are necessary for basic cost management and quality performance, they often fail to convey how IT services respond to business demand and deliver business value.
Leading organizations expand the scope of service management initiatives to account for the entire service lifecycle by creating three things:
- Service catalogs that reflect business demand,
- Service management roles that own business services, and
- Cost transparency that helps business partners make value-for-cost decisions in consuming IT services.