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Strategic Agility for IT Service Management: A Case Study

Strategic Information System Agility: From Theory to Practices

ISBN: 978-1-80043-811-8, eISBN: 978-1-80043-810-1

Publication date: 4 December 2020


In order to support transformational business change, IT needs to streamline the process of bringing new IT processes to life.

In today’s ever-changing business world, nobody knows what is around the corner, so improving agility is the best way to the future-proof organization.

IT Service Management is the ability to collect data, analyze it, to make reports, and to implement improvements in agile mode, sometimes make it challenging to manage all these informational organization assets effectively. To perform real-time monitoring of these activities, manage, and be able to involve the final user in the heart of the IT process, or reduce operating cost, agility is the ideal solution.

In this chapter, the authors propose a global strategic model to improve Information Technology Service Management service management processes with the additions of two drivers: agility management and security management.


Sahid, A., Maleh, Y. and Belaissaoui, M. (2020), "Strategic Agility for IT Service Management: A Case Study", Strategic Information System Agility: From Theory to Practices, Emerald Publishing Limited, Leeds, pp. 93-116.



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