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Today, with more and more cloud services materializing, business users are less willing to spare the time or money it takes for traditional IT projects to deliver applications. As a result, CIOs are now moving toward a hybrid delivery system, where more of the services and service components are consolidated from internal and external clouds to create standardized service catalogs. While this model makes it easier to meet the evolving business demand, it brings its own set of complexities that can only be addressed by a well-thought-out IT service management (ITSM) implementation. This paper answers fundamental questions for CIOs on the journey toward realizing a modern technology organization that can support the business, predictably with a streamlined IT culture.
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