We have several means for learning about ITSM: books, training, user groups like the itSMF, fellow Universities, and sites like this one. Last Friday I explored another means: I talked with a Gartner analyst for the first time. If your University has a contract with Gartner, then the odds are someone on campus has the ability to schedule 30-minute calls with a Gartner analyst. There are over 600 Gartner analysts. I talked with someone from the "CIO Research" team, a team of 20 people. The analyst point me to some case studies supporting our service catalog implementation and helped me understand the value of a Business Service Catalog. He said that it's not uncommon to schedule several calls with the same analyst to "follow up" and see how things are going. Individual site contributors are solely responsible for the content of this web site.
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