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This is another installment in a series of blogs that gives IT leaders a better understanding into the realm of possibilities enabled by an effective IT Service Management (ITSM) strategy. Each of these blogs offers ITSM best practices that can help you innovate and improve your IT processes and strategies so that they align to the needs of the business. 

Last month, many Logicalis employees from the US and the UK attended the Service-Now Knowledge15 Conference in Las Vegas where the theme was “Everything as a Service.” The slogan could be seen on giant banners throughout the conference, and it was amazing to see so many customers leading many of the 200 breakout sessions—sharing their positive experiences and how they disrupted their ITSM areas to provide high value. Every lab and breakout session that I attended had a packed house with knowledge-hungry attendees.

Hot topics in the breakout sessions included Service Catalog, Asset Management, Portfolio Project Management, Knowledge Management, HR Case Management and IT Compliance. The sessions seemed to speak out to customers who have already implemented Service-Now and are finding new ways to bring other departments outside of IT into the enterprise model. This is exactly what “Everything as a Service” is conveying within its message.

Related to that same thought, the Logicalis booth at Knowledge15 had a matching theme of the “Service-Defined Enterprise,” with an emphasis on the business and technology working as one. Business leaders feel the consumerism of IT should be no different than how they provide services to their customers, and they are looking for a strong relationship between IT and the business.

IT needs to adopt the Service-Defined Enterprise approach because business units have started tapping directly into buying their own cloud services with a credit card if they feel that IT cannot deliver cloud services to them quickly. Some are even adopting a shadow IT model, where they bring in their own technical resources to manage and deploy their cloud environments. If IT can’t provide services rapidly, businesses will continue with this approach, and IT may very well become irrelevant.

The Enterprise Service Management practice at Logicalis is designed to closely align with our customers as a trusted strategic advisor, providing guidance and direction on the ITSM transformation journey that enables a Service-Defined Enterprise. By providing a strong ITSM process and well-defined services, CIOs can then enable their customers to move with business agility. And by deploying a Service-Defined Enterprise, CIOs become an enabler of rapid adoption, rapid improvement and rapid value.

For more information on ITSM strategies and best practices, contact Chris Gordon at

To view of all of Chris Gordon’s ITSM blogs published to date, visit