Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management

Chapter 2. ITSM: The Business Asset

A major advantage of using ITSM is the way in which it allows us to exploit assets for value creation. What is sometimes forgotten or not seen is that ITSM itself is an asset to the business because of its potential to contribute to maximizing the bottom line. Even though ITSM may not be the revenue-generating product, except if you happen to be a service provider who offers that, it does affect the business profitability in a positive way. This chapter looks at the things we need to have within an ITSM program that enables it to create value and improve the bottom line.

To help you be an effective negotiator with your IT service providers, this and following chapters will have a few aids:

• A-ha moments—These ...