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What’s Important in Service Management

puzzleService management isn’t the same as traditional IT services. For one thing, service management needs to communicate with the business better than “traditional IT,” and likewise needs to prove it’s worth much more clearly. This article by Martin Atherton champions the idea of measuring the contribution of IT towards overall business goals, but also recognizes that some IT organizations aren’t quite there yet.

Atherton then turns his attention to the tools and software used by organizations to help with service management. He claims that they are useful, but perhaps myopic in measuring what truly needs to be monitored. He explains how the tools should not only account for IT, but also for the complete process, including “interactions between people and the use of other systems or assets.”


About Matthew Kabik

Matthew Kabik is the former Editor of Computer Aid's Accelerating IT Success. He worked at Computer Aid, Inc. from 2008 to 2014 in the Harrisburg offices, where he was a copywriter, swordsman, social media consultant, and trainer before moving into editorial.

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