As in other areas of business management, myths abound regarding the role of service andsupport, both in IT and more broadly throughout the enterprise.
Do companies recognise the value of IT service management? And, if they do, are they reallycommitted to its delivery? Equally, does ‘best practice’ form the basis of service delivery, or is it just another corporate mantra, honoured more in the breach than in the observance? Andare service level agreements worth the paper they are written on?
In addressing these and other questions, this white paper highlights the findings of major newresearch undertaken on behalf of FrontRange Solutions. It provides valuable insights into therelationship between what organisations see as strategically important and what actuallyhappens in their day-to-day business. And it poses the question: do companies have the rightpeople, processes and tools in place as service comes under the commercial and regulatoryspotlight as never before?
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