In terms of the ITSM Lifecycle, as defined by ITIL®, the first three steps in our approach fall under the Service Strategy phase. The Board’s articulation of its five-year plan has defined the market it wants to enter, and has set broad objectives for its management team to achieve. The business plan has refined that broad objective by drilling down to a level where the firm can quantify how current dollars are allocated and spent, allowing us the ability to conduct a true cost-benefit analysis.

Validating the current service model – deciding what is to be retained, what is to be developed, and what is to be jettisoned – is another important step in defining the service strategy for our organization. ...

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