The Business of IT: How to Improve Service and Lower Costs

9. Going Forward

With more than $30 billion targeted to be spent on IT products and services over the next decade, IT organizations have an unprecedented opportunity to improve service and lower costs. This book has presented alternative methods to improve the business practices of your IT organization, increase the focus on your customer, and contribute to your organization’s business objectives. We have provided real-world success stories of IT organizations that have selected and integrated a number of the IT business practices outlined in this book to achieve measurable outcomes.

In the immediate future, IT organizations will continue to focus on developing and refining their IT service management (ITSM) capabilities, including the adoption ...