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Pragmatic ITSM: maturing and adding value 1 step at a time


There have been a number of pointed surveys and papers written recently about the maturity of IT Service Desk organizations. Gartner has arguably written the most on the topic, but their results are consistent with other analysts and professional services teams that I’ve spoken with. On a classic five-level scale where level one is ad hoc firefighting and level five is business-aligned nirvana, most IT service desk teams self assess themselves at a level two (repeatable, but standalone responses) or less. 


I personally think that there is a pendulum that swings back and forth. In the 2005-2008 timeframe as ITIL v3 was coming out, there was a broader industry movement toward service lifecycle management approaches. Then, came great crash of 2007-2009 and with it, a retrenching of many IT functions. This aligned with new ways of consuming or sourcing a variety of IT services—namely via “the cloud”. For the service desk organization, this has largely meant a back to basics of service delivery and operations model along with SaaS options. Unfortunately, one of the undercurrents during the recession was “do it yourself” mentality and/or less focus on standardized processes. As a result, many service desk organizations simply treaded water during this period.


Where is the pendulum in 2013? Read the rest of Chuck's entry on the ITSM blog, here.

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About the Author


Jim is a technology marketer with over two decades experience in product launch, branding, and product marketing

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