Our Vision
There is an old saying that goes, “For every complex problem there is a simple and appealing solution that is wrong.” It is a warning that “simple solutions” may not provide the answer you are looking for; and, worse, may cause you to waste precious resources.
We offer no simple, appealing vision of what it takes to achieve operational excellence. If it were that simple, organizations would not be spending hundreds of millions of dollars annually trying to do just that. Our vision is a little bit more realistic and is based on many years of professional IT experience.
What is our vision? The IT organization must become part of the enterprise value chain. In order to do that, it must align with the goals of the enterprise, deliver stable and improving trends in the quality of IT services, and demonstrate the value of IT in enabling business processes. We believe that IT Service Management, as documented in the IT Infrastructure Library (ITIL), provides the fundamental framework necessary for IT organizations to achieve operational excellence.
Embodied in our vision of IT Service Management is the concept that
