| Abstract: | Today's information technology (IT) organizations are under pressure to meet or improve IT service levels for critical business functions. Various industry standards, such as the IT Infrastructure Library (ITIL) and the Control Objectives for Information and Related Technology (COBIT) standard, have gained wide acceptance as comprehensive methodologies for improving the effectiveness of IT management. The role of IT operations management is subsequently changing from a component orientation (such as networks, systems, storage, database, and applications) to managing business‐oriented, end‐to‐end IT services. This article presents a detailed analysis of available literature in order to identify the most appropriate competencies and necessary skill sets that will be needed by an operation manager for strategic business alignment. |
