A recent webinar by Forrester, ‘The Alignment Challenge – it’s time for Service Management 2.0’ recently discussed creating the ‘lean IT organisation’ in the context of IT service management.

It suggested that the context for this necessary alignment is

• Business decision-makers demanding consistent service guarantees for key apps and services across the whole enterprise
• Business customers perceiving IT quality of service in their terms and metrics — the user experience is what counts
• Business processes need to be mapped to IT services and the underlying infrastructure components
• IT having to prove its value to the …