ITSM Implementation Cycle
Process
Improvement
Workshops
Education
Training
Target a line of
business (LOB)
Define service
catalog for LOB
Define and prioritize
service agreements
for LOB
Identify common ‘events’
for each service
Implement best practice
operations/support model
Drive model based
upon service level
impacts/priorities
Measure/Tune
Establish
feedback loop
Implement business
impact based
prioritization
Add incremental
LOB and services
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