Table of Contents

Introduction; 1.Setting the Stage; 2.Inventory the Current Service Offering; 3.Validate the Current Service Model; 4. Establish an ITSM Steering Committee; 5. Define the Ideal Target State; 6. Create the IT Strategic and Tactical Plans; 7. Define Organizational Roles and Responsibilities; 8. Standardized Development Approach; 9 Strategy and Planning; 10. Logical and Physical Design; 11. Build and Test; 12. Conduct Service and Process Health Assessment; 13. Analysis and Deployment; 14. Operation and Sustainment; 15. Balanced Scorecard and Continual Improvement; 16: Putting it all Together; Appendix A: Business Plan Template; REFERENCES;ITG RESOURCES.

About the Author

Angelo Esposito is a Program Manager with Jacobs Technology, and is currently advising the US Navy on its Enterprise ITSM transformation. Angelo is a former CIO with over 25 years' experience gained in a variety of sectors including commercial, non-profit and government. Timothy Rogers is a consultant specializing in service management, governance and continual improvement. Timothy is a former CTO with over 15 years' experience working with high-tech start-ups, financial services firms and large government clients.