1. No category

Strategy and Vision
Awareness
Initial
Assessment
Planning
Design &
Preparation
Implementation
Final Analysis
Continual
Service
Improvement
Gap Analysis
(optional)
On-going Awareness campaign & Management of Change
Customer
Stakeholder
Analysis
Management
Employees
Identifying the customer
and their expectations
Identifying IT services
Creating a vision for IT (
IT & business together)
Setting high level goals
ITSM
management
workshops
Awareness
& motivation
campaign
about vision
& goals.
Management
coaching
People
Assessment
Service
Improvement
Programm
Implementation
Review
Develop an
ITSM Roadmap
Processes
ITSM
training
Process
Assessment
High level
process model
–
Detailed
process
descriptions
Tool
Assessment
Gather tool
requirements
(RFP)
Select tools
Products
Short listing of
tools
Plan
Process
workshops and
coaching
Process
implementation
(optional)
Norm/standard
compliance
analysis
Process
assessment
(e.g. ISO
20000, Service
Desk Institute
standards,
CMMI)
Instalation,
configuration
and operation
(vendor)
Do
People
development
Process
Improvement
Enhancements
Check
Act
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