(Report) The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse

In a business environment that requires tremendous agility and innovation, business users are compelling chief information officers (CIOs) and the IT departments they lead to demonstrate ROI, especially against the backdrop of shifting workforce boundaries. CIOs can position themselves as a strategic force and unlock the value in IT by improving how they provide IT service management (ITSM)—the processes, policies, and procedures that an organization uses to design, manage, deliver, and improve its IT equipment, resources, and services.

However, a May 2024 survey by Harvard Business Review Analytic Services of 225 members of the Harvard Business Review audience found that only 22% of respondents say that their organization provides ITSM in a very effective manner.

This report examines the challenges and opportunities that CIOs and their organizations face in effectively providing ITSM. The report will examine the steps organizations can take to improve their ITSM and how improving service management can help make their IT departments greater forces of innovation that are seen as key partners in meeting business objectives.