Delving into the vision, mission, goals, and objectives

In implementing a service management capability, it is important to apply a consistent and effective approach that enables the IT service provider organization to align with the overall business direction. The business’ direction is defined and expressed in the vision (what the organization is about and who they are), mission (how the organization acts and deals with its various stakeholders), goals (what the organization is attempting to achieve in this planning cycle), and objectives (the detailed targets to produce). This is useful when you’re undertaking any significant or incremental improvement and can be applied whenever clarity is required about where to start and where the effort is going. Let’s discuss the incremental steps for executing a continual improvement effort.

Documenting the starting point for continual improvement

The starting point for continual improvement is understanding and...