ITIL Serivce Management 6 5 4 3 2 1
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Roadmap - Definition of Goals and Objectives

It is important to have agreement on the role and characteristics of the IT organization both in the IT as well as on the part of the business. In this context a strict distinction must be drawn between “nice to have” and “need to have”. In many cases the question can also be answered if the consequences of non-implementation are considered.

With regard to a uniform understanding of the future role of IT, it is important to not only understand the IT Service Management processes but, for the purpose of implementation, there is also a need for experience in the processes. The question therefore arises as to which process activities and the necessary employee skills are most vital in order to appoint individuals to the required roles and consequently be capable of delivering the results expected from the implementation.

In order to justify the procedure the costs must be set against the income (respectively savings). In this context the costs are still relatively easy to ascertain. By contrast, it is often much more difficult to do the same with income or savings.

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