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.