Achieve excellence through the adoption and adaptation of best practices in IT service management.
- Define, using industry best practices, IT service policies and procedures.
- Align IT goals and processes with business goals and processes.
- IT delivers and supports business services.
- Guide IT decisions on benefit and value to the business.
- Realize IT as a business success enabler not just a service to users.
- IT costs relate to actualized return on investment.
- Provide for measurable, realistic levels of service.
- Document what, how, and when services are provided.
- Define appropriate and expected levels of service.
- Provide for increases in service levels through a value/costing/ROI model.
- Eliminate unreasonable expectations.
- Define staff roles and responsibilities.
- IT staff.
- Business & end users.
- Meet financial goals.
- Understand and control IT costs to the business.
- Realizing return on IT infrastructure investments.
- Manage IT contracts and assets.
- Provide quantifiable cost and performance information.
- Define and achieve business & end user goals.
- Availability and performance of IT services.
- Value-for-expense IT services.
- Reliability of the IT infrastructure.
- Support of hands-on IT users.
- More responsive IT staff due to aligned priorities.
- Develop and achieve internal (IT departmental) goals.
- Advance skills – technical and business expertise.
- Achieve expected service requirements.
- Address security concerns.
- Accountability.
- Clearly identified priorities.
- Improved satisfaction and more receptive environment.
- Provide for innovation.
- Flexibility of the IT infrastructure.
- Ability to control changes to services and infrastructures.
- Transferability of / shared knowledge.
- Ability to harness technology.