IT service management professionals have a significant challenge to face. They are required by Senior Management to align IT goals with the business; however, they are often missing the necessary tools to carry out this important request. An enterprise may have embraced the philosophy of ITIL and have groups handling functions such as change management, configuration management, service desk, release management, availability management and problem management, but unfortunately these are often deployed as 'islands of management' with poor sharing of data or other operational and decision support information. Due to mergers and acquisitions, many firms often have several of each - all operating as individual stove-pipes with technology from disparate vendors and no integration beyond paper, phone and perhaps email.
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