In the context of service management IT Governance applies to the dimensions ensuring the most appropriate use of IT and Human resources, increasing transparency and establishing accountability for the results within service management. For organizations in the middle of service management initiative, message is quite clear. It’s not enough to have a strategy; it needs to be adopted throughout the organization.
This paper shares the best practices developed and implemented for the institutionalization of the Service management Governance. Authors have shared their implementation experience from challenges (to manage expectations of multiple stakeholders at different levels) and customer oriented solutions (to effectively meet most of the expectations from process, people and technology standpoint). |
