Redefining IT Service Management: The New IT Service Management Maturity S-Curve

Various versions of the IT Service Management S-Curve are widely used by vendors and IT departments. Vendors want to showcase their offerings and persuade buyers to invest; IT departments want to benchmark their IT operations or seek funding for infrastructure projects. Last, IT service providers look for differentiation through service excellence.

With ITIL adoption close to saturation and BSM now a mainstream proposition, it is time to investigate how the s-curve has changed. Our research suggests that management technologies have followed the cloud phenomenon, and cloud management will be the most attractive innovation and investment area in 2013. We also conclude that the “next big thing” will actually be threefold, namely, (1) IT financial management, (2) social IT and (3) real-time big data for IT Service Management.