Summary

In this chapter, you were given guidance on the importance of setting baselines for a variety of key elements of the service management program. You reviewed the need to establish a baseline that can be used to compare what has been achieved against a known starting point. We explored the importance of identifying and communicating progress on an initiative to various stakeholders. We also explored managing the pace of change that your organization can accommodate to improve the possibility of achieving success. You reviewed information on the resources needed to accomplish a program, including people, money, and tools. This chapter wrapped up by describing some of the tools and technology necessary to support delivering the key elements of a service management program.

There are many examples of organizations that failed to understand the significance of each of these elements of a service management program and did not achieve the intended results. Every organization must...