IDC MaturityScape: IT Services Management

IDC MaturityScape: IT Services Management

This IDC study positions a framework for CIOs and senior IT executives to better understand the maturity of services management for their IT "business." It describes the stages of process maturity and the dimensions and sub-dimensions that can advance an IT organization toward an optimized position. In addition, this IDC MaturityScape offers high-level guidance that helps IT operations executives migrate through the stages to an advanced maturity level of brokering, integrating, and managing multiple types of IT services.This study focuses on IT services transformation, Leading in 3D, and customer experience.Bill Keyworth, vice president of Research at IDC, indicates, "The pervasiveness of digital transformation is dictating a new role for IT services management within the enterprise where the 3rd Platform has essentially changed all the rules of the playing field for IT services management."

IDC MaturityScape Figure
IDC Opinion
In This Study
Situation Overview
LOB Demand for Federated IT
Emergence of Tiered IT Services
Permanent Shift in Technology Spend
Business Justification of IT Effectiveness
Stages of IDC's IT Services Management MaturityScape
Ad Hoc
Business Outcome
Business Outcome
Business Outcome
Business Outcome
Business Outcome
Dimensions of IDC's IT Services Management MaturityScape
Vision and Strategy Dimension
Services Orientation Dimension
People Dimension
Process Dimension
Technology Dimension
Essential Guidance
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