As organizations seek to boost revenue, cut costs and increase efficiency, they increasingly look to IT as a strategic partner in achieving these objectives. Ten Steps to ITSM Success helps IT to prepare for this role by providing a detailed and practical guide to implementing ITSM best practices. It is written for ITSM practitioners and consultants, but will also be of interest to IT Directors and C-suite executives looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations. This book is a co-publication with itSMF USA and is the second book in the Thought Leadership Series 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 specialising 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.

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 the 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 Assessments

13: Analysis and Deployment

14: Operation and Sustainment

15: Balanced Scorecard and Continual Improvement

16: Putting it all Together