The Board of Directors for a regional telecommunications provider presented its annual guidance (e.g., goals, strategy, funding) to the organization's management team. The primary goal for the upcoming year is to gain market share. The management team (C-level) must develop plans that will support the achievement of the Board’s directives, focusing specifically on the initiatives that help the organization reach this goal. Past history has shown IT has been proactively involved (through good Business Relationship Management) in the achievement of previous annual goals. Additionally, IT is considered to be strategic in nature and leverages mature service management processes.

Recently, the Steering ...

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