World recessionary winds have eroded the IT budgets and organizations everywhere are looking for opportunities to reduce costs, people and resources without having an adverse impact on IT service delivery and business value. This has forced IT divisions of organizations to critically look at their IT service management and how it can be transformed to achieve this impossible feat. This presentation discusses the authors’ experiences of key power levers that organizations across the world are using to transform themselves while taking care that the pain caused is minimized. The presentation will provide insights for CIOs, CTOs and Senior IT Managers of organizations on the steps they need to follow which have helped some of the leading IT divisions achieve upto 30% productivity improvement in their IT operations especially at the Level 1 Service Desk.

Starting with the fundamental categorization of transformation levers and then going on to elaborate specific levers such as automation, consolidation, demand reduction, technology rationalization and integration, the presentation discusses what kind of benefits to expect from each of these levers. The authors will also share their experiences in the kind of challenges they have faced in such ITSM transformation scenarios and basic preparedness that organizations should have to minimize impact.

Arvind Raman and Gautam Nadkarni are ITIL V2 Service Managers and have spoken at international forums. have experience in ITSM consulting for Fortune 500 customers of Infosys.