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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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CHAPTER 15: BALANCED SCORECARD AND CONTINUAL IMPROVEMENT

Transformation20 is defined as “change in form, appearance, nature or character.”

Welcome to Step Ten – the final stage in your ITSM Transformation journey. If you have traveled with us through the previous Nine Steps, then your organization has indeed been transformed – it is not the same organization it used to be. Let’s review the major changes that have taken place with our fictional insurance company:

•   IT strategy aligned with Business strategy via linked goals and objectives.

•   IT delivering cost-justified services the Business needs in order to scale and grow.

•   Capabilities, services and processes chartered and governed by a cross-functional Steering Committee.

•   Service ...

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