From a technology-oriented to a service-oriented approach to IT management

Abstract

In this paper we focus on information technology service management (ITSM), a new direction for managing information technology (IT) organizations that requires a change from a technology-oriented to a service-oriented approach to IT management. We first examine the main challenges to implementing ITSM, which span four broad areas: process, people, technology, and data. Then we consider two strategies for implementing ITSM: top down and bottom up. Finally, we illustrate how a customer can implement ITSM by describing a simple scenario in which a business implements ITSM by using IBM Service Management solutions and tools and the top-down approach.

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