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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition by Mark Thomas, Suzanne Van Hove

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CHAPTER 4: THE FIVE ANCHORS

Before we dive into the caselets, there is a core set of information applied to each caselet which guides a potential “solution.” We call this framework the Five Anchors and it revolves around a series of 15 questions in five key areas. These questions (numbered below) allow you to focus on fundamental management areas from an enterprise perspective. Each question is further expanded in the bullets. The breadth of these questions allow the user to look “full scope” rather than risking a constrained focus (e.g. the stereotypic knee-jerk reaction towards technology solutions).

The Five Anchors

I. Strategic Alignment: IT Services to Business Objectives

  1. What are the business strategy, goals and objectives? What are the ...

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