Lesson one
Service Management != Systems Management
The longer and harder IT pushes better systems monitoring as THE way to ensure service delivery, the harder it will _continue_ to fail to impress management. The sooner IT wakes up to the possibilities that could be offered through proper service monitoring, the better.
Focus on forever "improving the integration between tool sets and _systems_" draws attention away from where it actually needs to be to achieve ITs potential to deliver service improvements to the business.