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

Chapter 9. The Bottom Line

At the beginning of this book, I referred to ITSM as documented common sense. After reading the previous eight chapters, I hope you agree that most of what is written in these pages is just that. ITSM is not a magic bullet, and adopting it within your service strategy is just the first step in a journey. The journey is what ITSM is all about—not the destination.

Common Cents

ITSM practices are not unique to IT. If you strip away the IT part, you are left with good common sense about service management in general. Highly successful companies use those things every day. Look at Figure 9-1 and see the similarities to how the lifecycle of service management that began this book aligns to that of any product or service your ...