The promise of information technology is to deliver business services that make companies more capable, productive and efficient, providing valuable competitive advantages. The reality of IT departments is that they spend the lion’s share of time and budgets not on delivering business services and competitive advantages, but on fixing service problems in response to end users’ individual complaints. Most companies today spend 50 to 75% of their IT budgets on fixing service problems. Organizations today operate their IT infrastructures in silos of independently managed towers with their own services for performance monitoring and incident, problem, configuration, and change management. Such silos provide no visibility into the performance of business services provided by the overall IT service environment, and therefore, cannot deliver the knowledge needed to drive continuous service improvement and automation at the business service level.

This presentation will explore the paradigm shift in looking at IT Service Management as a Business Service enabler and how key business service management components enable IT departments to deliver the business services they were created to deliver.