CHAPTER 15: BALANCED SCORECARD AND CONTINUAL IMPROVEMENT
Transformation20 is defined as “change in form, appearance, nature or character.”
Welcome to Step Ten – the final stage in your ITSM Transformation journey. If you have traveled with us through the previous Nine Steps, then your organization has indeed been transformed – it is not the same organization it used to be. Let’s review the major changes that have taken place with our fictional insurance company:
• IT strategy aligned with Business strategy via linked goals and objectives.
• IT delivering cost-justified services the Business needs in order to scale and grow.
• Capabilities, services and processes chartered and governed by a cross-functional Steering Committee.
• Service ...
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