Services marketing and account managers approach organizations as cohesive and rational entities. They expect healthy-looking companies to have clearly defined and consistent service requirements. They presume decision makers know what they want and can reconcile their internal differences for the good of the organization.
Experience and anecdotal evidence paint a different picture – one of divided management who lack adequate time and resources to prioritize needs and negotiate internal differences.
A recent ITSMA survey of 200 senior-level business and IT executives from Fortune 1000 and government entities in the U.S. reveals clear patterns of preferences and confirms the growing use of these tools. Read more »
