Tan, Cater-Steel, & Toleman say that circumstances have made IT functions more service oriented (2009). Budget overruns and under-performing IT departments have probably forced this change. ITSM these days focuses on the end to end service provision rather than just the IT assets.
Every part of the IT service lifestyle is aligned to some part of the core business functions. Service Level agreements are made between IT service managers and business manages. Those agreement align to the strategy of the enterprise. Business Strategy: The future hopeful state of a busineess. IT services align to strategy at every step and will be at the end destination providing value and support too.
Reference
Tan, W, Cater-Steel, A, Toleman, M. (2009). Implementing IT Service Management. Journal of Computer Information Systems
