The ways in which IT organizations manage, track, and respond to service requests has enabled them to make dramatic leaps forward in terms of efficiency, situational awareness, and mission performance. In this introductory episode of the Federal Leaders Playbook, Acuity's team of Federal consultants will introduce the concept of IT Service Management and talk about how people, process, and technology are working together to build a roadmap that non-IT organizations can leverage for their own performance enhancement. But, as you'll soon hear, achieving value isn't as simple as signing the dotted line and buying the shiniest new tool.