Outcome-Centric ITSM: Aligning IT Services with Business Value and Transformation Goals
IT service management (ITSM) is often evaluated by process adherence, ticket resolution times, and SLA compliance. While these metrics ensure operational stability, they rarely reflect the business value IT services deliver or their contribution to organizational transformation. Outcome-centric ITSM redefines service management by focusing on the measurable impact of IT services on business objectives, customer […]