What is hurting the capability of service providers to design and deliver service at the rate of speed and at a cost that is viable to the business? I asked a group of IT managers and practitioners in a recent training class and all agreed on these common causes: Lack of upper management strategy and direction. Lack of adequate or accurate information Resistance to change Cultural issues / Agenda’s Inadequate funding I am sure you can add to this list. Many service providers are suffering from the same pain. What is causing this? One area that most will agree upon is the fact that a lot of challenges for a service provider to deliver come from silos. A classic silo and division that some organizations are addressing are those that exist between development and operational teams. That will help, but it’s not only siloed teams that are hurting this industry. It is the fact that ITSM processes are also siloed. If your processes and data are siloed even the best