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Managing IT services has always required meeting users where they want those services. But in the age of cloud, mobile and self-service IT, enterprise CIOs have little choice but to re-examine and, in many cases, completely revamp their IT service management (ITSM) strategies to accommodate the breakneck speed at which business, and the technology that supports it, now moves.

In this SearchCIO handbook, CIO contributor Harvey Koeppel tells us why it's time to put traditional ITSM principles in the museum where they belong and usher in some fresh service management ideas in their place. Our CIO Innovator profile features CIO/CTO Bart Murphy, who explains how he made the creation of an ITSM program not only effective, but fun for his staff. In our last piece, CIO columnist Niel Nickolaisen reveals how a new view on managing IT services can free up staff to pursue strategic endeavors.  Access >>>

Table of contents

  • It's time to mothball traditional ITSM
  • CIO puts the fun into ITSM
  • ITSM in an era of fast-moving tech

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