Do most IT administrators understand the concepts around IT service management and are they implementing different practices?
Gradually. Some people have been brought up to speed and appreciate what it is. They’re organizing their IT efforts according to a service management focus. Other people are just getting switched on today. They’re realizing there’s more to work than reacting to crises around them. But I’d say the majority of IT professionals out there aren’t up to speed with this. They might have heard the terms but they’re not really tuned in to it. There are still a lot of people in IT who are more tech focused and they’re not thinking about the real business opportunity that IT can provide. Stop thinking systems. Manage systems but realize that the real reason you’re there is to provide services. Don’t just look at the lights flashing, making sure everything is switched on and connected. Look at the end of the line, which is serving the customer. Servers may be running but if the customer is not getting a service, then the system isn’t really working. Q: What changes should IT administrators be maki
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