From a technology-oriented to a service-oriented approach to IT management
A. J. Keel, Marsha Orr, Raúl Ruperto Pànchez Hernández, E. A Patrocinio, J.P. Bouchard · IBM Systems Journal · 2007
In this paper we focus on information technology service management (ITSM), a new direction for managing information technology (IT) organizations that requires a change from a technology-oriented to a service-oriented approach to IT management. We first examine the main challenges to implementing ITSM, which span four broad areas: process, people, technology, and data. Then we consider two strategies for implementing ITSM: top down and bottom up. Finally, we illustrate how a customer can implement ITSM by describing a simple scenario in which a business implements ITSM by using IBM Service Management solutions and tools and the top-down approach.