Go from managing technology to managing services through ITSM and service integration

We are in the midst of an evolution of how IT services and service delivery intersect. This new way of doing business requires a fresh view on how you manage internal and external service providers. And if this isn’t enough of a challenge, consider the fact that for the foreseeable future, IT budgets will continue to remain flat or even decline. As a result, managing multiple IT service providers and integrating services into a single “hybrid” service delivery model have become critical factors in determining IT success or failure across an organization.

Most enterprises source IT services from a number of internal and external suppliers to enable delivery of a rich services portfolio. Multisourcing brings complexity, which multiplies with each supplier relationship. IT must measure service-level performance while identifying and resolving root-cause problems, as you manage the relationship with suppliers.