A logical step in IT management is to tie itself into the corporate business strategy by articulating future business directions and the services that will likely come about as a result of business growth. Creating a similar list of planned services or initiatives can help the IT service provider incorporate business strategy into IT strategy and consider how business directions will shape IT future needs. It can also reveal cost-saving opportunities along with technology innovations that can create more robust and faster-to-market business services. This is the beginning of the business and IT partnership where service innovations, economies of scale, service asset exploitation, and market space innovation can accelerate business profits and increase business market share to new levels. Within ITSM, this is known as Service Portfolio Management.
Companies using ITSM enjoy success for the same reasons that all successful companies do. No matter where you visit a McDonald’s restaurant, you know what to expect. Your food will be served quickly, the staff will be courteous, and the facility will be clean. The menu will be familiar and the prices predictable. This predictability and familiarity breeds consumer confidence and loyalty. So, how does McDonald’s achieve this sustained, predictable, and consistent service? By being process-driven and aligned to the needs of their customers.
At the formative stages of this process, a partnership between business and IT emerges, and each party begins to reformulate a common understanding and a common language of what services are. Each party begins to understand the needs of the other, the necessity to maintain a dialogue, and the realization that ITSM is about enabling business outcomes. In this collegial environment, both business and IT have business outcomes that are integrated, harmonized, and create synergy for both sides of the partnership.
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