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The Business of IT: How to Improve Service and Lower Costs by Tim Raducha-Grace, Robert Ryan

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2. IT Service Lifecycle: Improving Business Performance

The goal of IT Service Management (ITSM) is to align IT services with business objectives and customers’ needs. To achieve this goal, IT organizations must effectively manage IT services across a service lifecycle. That lifecycle begins with creating a service strategy. Then the strategy is translated into a portfolio of products and services offered to customers through scoping and design in the service design phase of the lifecycle. These products and services require ongoing operational support and continual improvement to meet the evolving needs of IT customers. And eventually, services are phased out and retired. For an IT organization to improve service and lower costs, it must review ...

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