Five ways to modernize IT Service Management (ITSM)

"The Society for Information Management (SIM) 2016 IT Trends Study reveals the most common measures of CIO performance include IT’s contribution to business strategy (35.5%), IT user/customer satisfaction (31.9%), and the value of IT to the business (29.6%).1

The face of IT, and at the heart of IT, is the IT service management (ITSM) operation. Therefore the reality is that your CIO’s performance indicators will be and should be directly influenced and contributed to by the performance of and the company’s perceptions of your ITSM group including:

- How well the group supports business strategies through the introduction of services relevant to new business initiatives and the continuous, efficient management of service delivery
- The levels of satisfaction as a result of the end-user experiences and interactions you offer
- The effective coordination of resource availability and fast restoration should a failure occur
- The ability to work closely with other business departments and IT teams sharing process best practices contributing to asset and security management

Do these things well as your enterprise grows and responds to market changes and competitive pressure, and your ITSM operation will remain relevant and valuable to the business."