IT services management research is focused on driving gains in service productivity and quality, and establish IBM as the leading services provider. This is accomplished by concentrating on the core management processes and functions that enable an effective architecture, design, and deployment across the lifecycle/domains of a service, including:
- Service offering definition and solution building (e.g., service engineering).
- Service delivery on the back end (e.g., process automation and defect reduction for service delivery).
- Service consumption on the front end (e.g., client experience and analytics across all service delivery domains to drive business outcomes).
- The overall account-level management that keep these domains connected.