In a business environment that requires tremendous agility and innovation, business users are compelling chief information officers (CIOs) and the IT departments they lead to demonstrate ROI, especially against the backdrop of shifting workforce boundaries. CIOs can position themselves as a strategic force and unlock the value in IT by improving how they provide IT service management (ITSM)—the processes, policies, and procedures that an organization uses to design, manage, deliver, and improve its IT equipment, resources, and services.