KNOVA White Paper

Optimizing ITIL with SRM: Service Resolution Management for the Next-Generation Service Desk

IT organizations—and service desks in particular— are under unprecedented pressure. • 47% of IT spending falls in the category of total cost of support and maintenance (TCSM). With half of IT funding devoted simply to keeping existing systems working, there are fewer resources available to build new capabilities. • CIOs face an “uptime gap,” caught between the end-user demands for 100% uptime for the everincreasing set of business critical applications, and the best effort service level agreements provided by vendors. • Outsourcing is a constant threat and puts further downward pressure on costs. IT professionals know they’re being asked to go ever higher up the value chain, moving from the provision of technology, to services, to business value. To the CIO’s chagrin, both pressures are real. IT must lower its cost, ensure service continuity, and be more organizationally strategic. How can this be achieved?

Tags: CRM, Service Desk, ITSM, ITIL, SRM, Service Resolution, TCSM

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