publication . Article . 2012

Understanding Your Service Management Capability

McLaughlin, Stephen;
Open Access English
  • Published: 01 Aug 2012
  • Country: Ireland
A significant aspect of any organization’s IT operation is the delivery of its portfolio of services. There are very effective frameworks, such as ITIL, to help organizations understand what service management processes need to be put in place. However, having service management processes in place is not necessarily the same as having a Service Management Capability (SMC). As organizations are impacted more and more by the increasingly dynamic nature of the marketplace, it is becoming imperative that they better understand how their infrastructure and resources are aligned to operate in a dynamic, changing environment. The ISO/IEC 20000 standard helps organizati...
free text keywords: IVI-Innovation Value Institute
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