This article from the Service Management Online sheds light on some of the big changes that are occurring to the otherwise static world of service management, including the need for increased flexibility, capability, and scalability. The Author James Gay makes the claim that IT service management has the ability to radically change the entire organization, providing competitive advantage: Service Management has enabled businesses to unlock value from IT investments through aiding the planning, management and delivery of the IT function. However, in today’s competitive climate, this is no longer enough and as a result IT service management is changing. In recent years, the position of IT Service Management within a business has begun to reach far beyond the focus of the IT department. Gay is quick to point out, however, that it takes a certain adeptness in IT service management to make such an impact. Part of this involves getting the core of service management and stripping it back down to basics – then building it back up as an automated system as much as possible. Furthermore, creating a system of constant review and adjustment helps build the level that an organization’s service management can achieve, creating the culture of constant improvement needed to transform in 2012.