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2 HDI • itSMF USA S E RVI C E M A N AG E M E NT: N OT J U S T FO R IT A N Y M O R E RESEARCH AND WRITING Roy Atkinson Cinda Daly Ken Gonzalez Jenny Rains EDITORIAL Megan Selva DESIGN Giulia Fini Lauren Heller Dave Nicastro ABOUT HDI HDI is the professional association and certification body for the techni- cal service and support industry. Facilitating collaboration and network- ing, HDI hosts acclaimed conferences and events, produces renowned publications and research, and certifies and trains thousands of profes- sionals each year. HDI also connects solution providers with practitioners through industry partnerships and marketing services. Guided by an international panel of industry experts and practitioners, HDI is the premier resource for best practices and emerging trends. ABOUT ITSMF USA itSMF USA, a chapter of itSMF International, is the independent profes- sional organization and forum for IT service management (ITSM) profes- sionals in the United States. A not-for-profit organization, itSMF USA is a prominent player in the on-going development of ITSM professionals and the promotion of ITSM best practices, standards, and qualifications. This network of industry professionals, white papers, webinars, podcasts, conferences, and other resources creates an opportunity for you and your organization to connect, learn, and grow. Come be part of the IT service management profession. Learn more at Copyright © 2014 UBM LLC. HDI • 121 South Tejon Street, Suite 1100 • Colorado Springs, CO • 80903 HDI is a part of UBM Tech, a division of UBM LLC. HDI ® is a registered trademark of UBM LLC. KCS SM is a registered service mark of the Consortium for Service In- novation. ITIL ® is a registered trademark of AXELOS Limited. All other trademarks, service marks, and product or trade names are the property of their respective owners. Contents Page 3 5 Introduction 5 Shifting Gears in Service Support Page 6 5 Analyzing the Thesis: ITSM Is Not Just for IT Anymore Page 11 5 The Impact and Opportunities for the Future Page 14 5 Conclusions

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