The importance of IT service management cannot be exaggerated. If done well, it can help IT enable business growth. If mismanaged, it can turn IT into a budget and performance nightmare. This is where delivery, and not development, is the focus.
As in life, so in management, there is no ‘golden rule’. There are several guidelines that have evolved over the years and address different business requirements. Let’s take a look at the popular ones.
IT Infrastructure Library (ITIL):
ITIL is the most widely recognized approach to IT services globally. Built and refined over 25 years, it is a winner because it addresses specific and unique business needs across a wide range of industries. Trusted by the likes of Microsoft, Disney, Boeing etc., it enables businesses to prioritize tasks by revealing the Total Cost of Ownership (TCO) of various aspects. IT investments get streamlined, consensus is gained, and productivity increased.