Where is your organization on its ITSM journey?
The journey of service improvement can take the IT organization from the reactive and technology-centric focus characterized by the helpdesk, to a vision of business-centered services which drive value to the ultimate benefit of the organization. Where is your organization on its ITSM journey?
White papers: The 'Chaos to Value' series offers invaluable advice on progressing your ITSM journey.
Chaos to Value: The ITSM Journey - Part 1 - Chaos to
Technology Focus
This first paper examines the initial stages of the ITSM maturity
journey, starting with the 'chaotic' initial steps and explaining
how the adoption of ITIL can provide fast benefit, setting the
stage for further maturity.
Chaos to Value: The ITSM Journey - Part 2 - Technology
to Service Focus
This second white paper looks at the next stage in the ITSM
journey, the evolution from a "technology" to "service" focus.
Hornbill's research found that the majority of ITIL adopters are at
this stage of their journey. They have adopted the basic ITIL
processes, realized benefits, and are now looking to become more
service focused. It is this stage of the journey that demands the
greatest cultural shift, requiring IT staff to think less about
"servers" and more about "services".
IT service desk software to support your ITSM Journey
Supportworks ITSM Foundations provides the basis for 'Bite-Size ITIL', the easy adoption of the most common ITIL processes without the complexity of a full-scale service management implementation.
Supportworks ITSM Enterprise provides a comprehensive system for the adoption of ITIL processes, whether your organization is looking at ITIL service management for the first time or is more advanced in its adoption.
Other resources
- View the video of Hornbill's ITSM journey
- Read about different organizations' ITSM journey in our case studies
- Join the ITSM Journey Linkedin group to discuss your ITSM experiences and issues surrounding ITIL and ITSM with peers and industry experts
