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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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CHAPTER 7: DEFINE ORGANIZATIONAL ROLES AND RESPONSIBILITIES

Prior to commencing with Step Seven, let’s review what has been produced through the first six stages of the Ten-Step approach.

In hand, we have the following deliverables:

1.   A completed and approved Business Plan.

2.   Initial funding to cover preliminary activities.

3.   A comprehensive current-state assessment, including service costs and resource allocations.

4.   A defined service portfolio, including identification of key gaps and prioritized future investments.

5.   An established governing body, tasked with overseeing and guiding the ITSM Transformation.

6.   An approved, agreed-upon ideal target state.

7.   A rank-ordered list of prioritized capabilities.

8.   An IT strategic ...

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