Analista

INFORMATION TECHNOLOGY PRACTICE

CIO EXECUTIVE BOARD

Service Management
IT Fundamentals Series

© 2012 The Corporate Executive Board Company. All Rights Reserved. This study may not be reproduced or redistributed without the expressed permission of The Corporate Executive Board Company.

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INFORMATION TECHNOLOGY PRACTICE

CIO EXECUTIVE BOARD
ExecutiveDirectors Shvetank Shah Warren Thune Managing Directors Jaime Capella Brian Foster Andrew Horne David Kingston Jay Shankavaram Project Managers Matthew Charlet Shalini Das Senior Directors Vimarsh Bakaya Miles Gibson Bill Lee Chris Mixter Alex Stille KD Weitzel

Directors Aron Kuehnemann Tim Macintyre Dorota Pietruszewska Kristin Sherwood Associate Directors Brent Cassell Karolina Laskowska

CONTENTPUBLISHING SOLUTIONS
Production Designer Carolyn Lamond Contributing Designer Mike Jurka

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LEGAL CAVEAT The Corporate Executive Board Company has worked to ensure theaccuracy of the information it provides to its members. This report relies upon data obtained from many sources, however, and The Corporate Executive Board Company cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, The Corporate Executive Board Company is not engaged in rendering legal, accounting, or other professional services. Its reports should not beconstrued as professional advice on any particular set of facts or circumstances. Members requiring such services are advised to consult an appropriate professional. Neither The Corporate Executive Board Company nor its programs are responsible for any claims or losses that may arise from a) any errors or omissions in their reports, whether caused by The Corporate Executive Board Company or itssources, or b) reliance upon any recommendation made by The Corporate Executive Board Company.

The IT Fundamentals Series
Each volume in the IT Fundamentals Series summarizes the CIO Executive Board’s essential insight on a topic that is core to the effective management of IT at large organizations. In addition to the current volume, the series will cover the following topics: § Business Enablementand Technology Delivery § Business Relationship Management § Change Management § Collaboration and Social Media § Governance § Information Management § Organizational Design § Performance Measurement § Sourcing § Staff and Leadership Development § Strategic Planning and Budgeting The series provides a starting point for IT leaders who wish to understand or communicate progressive practice in agiven area, and as a guide to relevant content from the CIO Executive Board. All resources referenced in this volume are available to CIO Executive Board members at www.cio.executiveboard.com.

We frequently update our insights and tools on service management. To see our latest work, visit the Service Management Topic Center at www.cio.executiveboard.com.

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ServiceManagement
Explaining how IT drives business outcomes, providing transparency into IT costs, and responding rapidly to changes in demand are perennial challenges for CIOs. They become even harder when growth-focused business partners demand new and more diverse capabilities and increased delivery speed. Leading IT organizations meet these demands by selectively redefining IT activities as a set of...