Business-Oriented Service Management: A Roadmap for IT

by Bill Keyworth

This Executive Report provides a roadmap for IT action and offers a business oriented approach to maximizing the perception of IT effectiveness. Rather than tackle business service management (BSM) objectives through project implementations, the report recommends a "Theory of Constraints" approach, where a prioritized impediment (or constraint) to business-IT alignment can be successfully identified, analyzed, and resolved - making the next step for IT more intuitive and doable. The report uses both hypothetical scenarios and a real case study of a midsized energy utility to examine how the assumptions and recommendations of a BSM maturity model can improve business-IT alignment.