Changing Landscape Of IT Service Delivery Management

( Via Zdnet)"Virtually every IT organization should be adopting process methods for service delivery". This is fully correct. There is a quiet revolution going on across IT organizations toward maturity via process-based frameworks, such as those prescribed for service management. IT Service Management (ITSM) may be the holy grail for once and for all aligning technology with business, as Gartner's Colleen Young(reg required) explains:"Through its emphasis on process effectiveness, fundamental business management capabilities, service positioning and financial accountability, it enables internal IT to address credibility gaps, improve performance, reduce costs and compete with external sourcing alternatives."
My Take:There is no doubt that service delivery excellence would become a key differentiator between service companies - The difference between service companies in the growth rates, despite size and same reach is reflective of their business models, positioning and their delivery abilities. When it comes to the crunch the decision of the CIO would be largely a factor of the service delivery framework including relevant domain experience in place at the consulting firm which includes quality procedures, communication, escalation mechanisms all other things being equal. From a service provider perspective, scaling up and providing broader range of services would be largely dependent on the maturity of the service delivery frameworks in place. All service business need to be assessed in terms of maturity to work as scalable business platofrms. In service business all said and done size matters. This is applicable to all service firms - more so for service firms with global delivery capabilities.