INTRODUCTION
More ITSM initiatives are derailed by the word ‘service’ than any other term you will find. Best practices often talk about service as something that adds value to the business by helping them achieve their goals. In other words, only the business can define what an IT service is. But in most companies, only IT is involved in defining services.
IT tends to look at services from the inside-out, providing offerings to the business in IT terms consistent with the way IT is organized. It maximizes the efficiency of IT and minimizes disruptions in IT.
The business needs services offered outside-in, packaged in terms relevant to their needs and organized in ways consistent with how the business operates.
High-performing IT organizations ...
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