An annual plan which defines the tasks, deadlines and responsibilities is drawn up in close coordination with business, key suppliers and senior managers. This creates the basis for the process of continual improvement in accordance with the “Plan, Do, Check, Act” principle and the manual for a mature IT service management organization. Continual improvement in the ITSM organization provides optimum support for the business and meets the requirements for stability, availability and security at optimum cost. The business requirements are documented in the service catalogue which, together with the corresponding policies, forms the basis for all activities. The aim is to formulate an IT service management plan, defining the specific targets for the coming business year for individual management activities such as change advisory boards, process reviews, customer satisfaction surveys, budget planning or continuity tests.