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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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CHAPTER 2: INVENTORY THE CURRENT SERVICE OFFERING

Via your business plan, you’ve earned the mandate to consolidate and streamline IT services across the board. Moreover, repositioning IT from cost center to value center opens the door to developing new, value-creating services – provided the ROI justifies it.

It is now time to take the first active step in your ITSM transformation journey. This may seem like a daunting challenge, and it is. The last thing you can afford is to stumble out of the gate. Step Two provides guidance on where to start and how to achieve that first critical “quick win.”

With the new service model, management envisages not only a significant increase in the number of users accessing our systems, but also expects that ...

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