The service delivery challenge is to change decision-making patterns, within an organisation's broader IT framework, from what are often hierarchical to those that are much more 'process driven'. It should be viewed as a solution to the issue, providing end-to end management that
extends beyond the 'project'
phase and into the ongoing operational phase of the business cycle. Thus 'service management' is able to provide a blueprint for the implementation and subsequent support for the provision of IT services at both 'back end' and increasingly 'front of house' as well.
Enterprises forget basic service management principles at their peril
END TO END DELIVERY
the role of service management
4