Ten Steps to ITSM Success

CHAPTER 5: DEFINE THE IDEAL TARGET STATE

The steps described thus far logically fell under the Service Strategy phase of the ITSM Lifecycle as defined by ITIL®. The Business Plan, including the analysis of alternatives and the selected course of action, outlined the broad activities the organization wanted to undertake in order to realize its articulated goals.

Inventorying the current service model provided much-needed insight into the state of the environment, along with an understanding of the true costs involved. Assessing the current model also offered insight into the environment’s strengths and weaknesses.

Chartering and creating the ITSM Steering Committee established an authorized and accountable group of business-oriented stakeholders, ...