The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business.
Highly functional personal devices are increasingly being adopted as technology tools in enterprise IT environments. This represents yet another challenge for CIOs and senior IT managers trying to use standards and frameworks-based IT service management (ITSM) processes for better governance and business benefits.
Most mature organizations now recognize that best practice IT service management has the potential to deliver significant business benefits. Attaining operational efficiencies, cost savings and alignment of technology to business objectives, however, involves much more than just an off-the-shelf solution and some consulting services. At the core of any successful IT service management strategy is cultural change across the entire organization. Gerard Norsa reports
A consortium of Victorian businesses supplying services and technology based on free and open source software are looking to further push the cause of open computing within government agencies and corporate enterprises.