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.