1.0 Overview

Promoting a culture of service management, both internally and externally, is the key to being more relevant to customers within any market vertical. This allows an organization to shape its products and service based on the specific requirements of its customers and encourages business confidence by providing more reliable service and support.

Internally, IT service management encourages a clear understanding of actual IT capabilities, and promotes IT service continuity. In most cases, the largest percentage of the IT spend is on the day-to-day support costs and this can be reduced by an effective service management process.

Service management ensures IT resources are aligned with business requirements, and allows the IT department to appropriately identify points of flexibility and adaptability within the services they provide. This ensures service issues and change requirements are handled efficiently and effectively, to keep organizations running at an optimum level.