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IT Service Management (ITSM) is an intrinsic element of many IT organizations, but a traditional implementation may no longer be sufficient to meet current expectations. Almost all organizations are eager to lower costs while increasing their capacity for innovation – and those that are not yet doing so may benefit from rethinking their strategy. Ideally, everyone would prefer to move beyond just keeping the lights on, instead focusing on supporting the business and promoting innovation. If a company has invested in ITSM and is not seeing the expected results, it's time to look at what's missing.