Summary
The success of an IT organization is often gauged using business thought processes & metrics
Traditionally, IT is poorly positioned to support the ‘Golden Rule’
Both IT and the business seek better ‘alignment’
An ITSM strategy directly addresses this challenge
Requires business and service “instrumentation” of IT infrastructure and processes.
Can be approached in right-priced, ‘soundbyte’ form, allowing pace and value to be set by customer.
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