ITSM research reveals true business benefits of ITIL

MANCHESTER, UK: Interlink Software, a global leader in delivering business service management (BSM), is sponsoring a benchmark IT Service Management (ITSM) report by Aberdeen Group entitled 'ITSM: IT Transforms Itself into a Service.'

Grant Glading, vice president of sales and marketing at Interlink Software explained: "We are delighted to sponsor the Aberdeen ITSM report because it addresses the Interlink Software mantra of aligning IT with the business. We feel Aberdeen's benchmark report validates our ITIL best practice-based approach to delivering Business Service Management, Service Level Management (SLM) and Configuration Management Database (CMDB) solutions."

"ITSM: IT Transforms Itself into a Service" looks closely at the adoption level of certain capabilities IT organisations already possess or plan to develop in order to support their ITSM strategies, and examines the technological tools they use to facilitate those strategies.

Ralph A. Rodriguez, senior vice president and research director of the Technology Markets Group at Aberdeen adds: "In order for any ITSM solution to provide business benefit, it must allow companies to change the ways in which they do business so they are more competitive, reduce risk, increase revenue, decrease cost, or in some way recognise tangible business advantages such as increased customer service capability."

As a result of its research, Aberdeen recommends that enterprises should:

* Adopt an adequate ITIL framework to help improve process alignment between IT and business units

* Develop a firm vision and strategy for ITSM that is directly tied to business strategy

* Adopt an ‘ITSM Program’ approach to implementing ITSM

* Approach ITSM implementation as a business transformation as opposed to a technology installation

* Enable the ITSM implementation with knowledge sharing and collaboration capabilities