Since its conception over 20 years ago, one of the aims of IT Service Management best practice (as per ITIL amongst others) has been to assist organisations break down the technology silos within which were embedded service management processes.
These embedded processes were duplicated, inconsistent, inefficient and definitely ineffective. What has happened is that organisations have replaced the technology silos with process silos.
Processes have been implemented within functional silos and the objective of processes permeating across all technology platforms and throughout the service lifecycle has been missed. In this 19-page paper, Karen Ferris explores why this has happened and how to avoid it.
Click here to read more: Out Of One Silo and Into Another.