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There's nothing new about a company's internal and external customers expecting faster and less costly IT service delivery, says SearchCIO columnist and former CIO Harvey Koeppel. Neither is it extraordinary that IT organizatinos must move many aspects of IT to the cloud to meet these expectations, he adds. What does make these factors newsworthy, Koeppel says, are the added "transformative forces" of big data, analytics, social media, mobility and the Internet of Things. In other words, they make up the ingredients for a digitally disrupted marketplace in which traditional IT service management (ITSM) practices no longer pass muster.

In this SearchCIO handbook, Koeppel offers a checklist for CIOs looking to support their digitally enabled enterprises with ITSM practices. In our second piece, CTO Niel Nickolaisen draws from his own experience on how to deliver radical business change with ITSM. In our final piece, Editorial Director Sue Troy sits down with ITSM consultant George Spalding to talk about how a well-implemented IT asset management strategy helps protect companies against license compliance audits by software vendors.