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

Chapter 7. The Partnership in Action

Throughout this book, I have emphasized a genuine importance of the partnership between the business and its ITSPs as the prime ingredient for success. In this chapter, we’ll look at how a successful partnership works, how to measure the signs of ITSM quality, and overall health and improvements.

The importance of the key messages in the prior chapter—that there must be agreement on what will be done, who will do it, and how success will be measured—takes on critical meaning here. Once the partnership goes into action, a failure to have done this beforehand makes it impossible to quickly agree on process, procedure and responsibility when things are in the midst of going wrong.

While we have already discussed ...