Anyone who has attended a recent service management presentation or webinar or read interviews, blogs, or articles on the subject may have detected a trend encouraging more focus on "outcomes." It may be that many are busy using ITIL® and other similar reference materials but ultimately are wasting time and energy because they haven't worked out the outcomes needed.
![](/sites/default/files/styles/square_thumbnail_180x180_/public/itjournal/fulltext/2012/06/itj1206a/itj1206afig01.gif?itok=MNsgWJIo)
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