"Service management implementations need tighter integration with a client's other IT systems and management tools to fully deliver business and other returns on investment," said Avocent LANDesk vice president, professional services, Graham Ridgway, speaking during a regional itSMF [IT Service Management Forum] forum, held recently in Kuala Lumpur.

"Priorities have changed during the downturn, with shorter planning horizons within a long term view," said Ridgway. "In essence, this is the first downturn where the mantra of doing 'more with less' has been forced into becoming a reality for organisations the world over."

He said that his keynote address to the members gathered for the regional itSMF would focus on the specifics of how correctly-implemented service management solutions would help providers thrive. "Companies would be able to convince their customers that 'you know them well'.'

The IT Service Management Forum (itSMF) is an independent and internationally-recognised forum for IT Service Management professionals worldwide.