ITSM should be run like a business

RE: Service Management in Operations by Sue Conger, MaryAnne Winniford, and Lisa Erickson-Harris

Service Management in IT is now like any other service mangement in other business functions. It has not always been this way. ITSM now talks of things like SLAs where actual service levels are agreed not measuring details like dropped packets. SLM focuses now on the processes and services defined in the SLA. That is: what the services are and how they are used.

However, not all enterprise managers are aware of the benefits frameworks like ITIL can give them. Even if ITIL or MOF was partially implemented, greater efficiencies would result from it. Those efficiencies could result in less downtime from outages and increased productivity from those using the services. The result: a better business.

 ITSM textbook is a good height for trainer