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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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CHAPTER 4: ESTABLISH AN ITSM STEERING COMMITTEE

In our experience, Step Four – the founding of an ITSM Steering Committee, authorized to oversee the design and implementation of the service management model – is the single most critical component of this entire process. Composed (as it should be) of business unit leaders, IT representatives, and subject matter experts, this body will be responsible for dealing with service and process design issues, and for adjudicating and rendering decisions that must be reached, compromises that must be negotiated, and risks that must be mitigated. Used effectively, the members of this board will facilitate and enforce standardized service and process design, testing, and deployment activities. They will also ...

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