Wrapping ITSM Objectives

Objectives 7-8
"Hiddent Factories" are those countless, debilitating cycles of waste that exist in all processes. IT Service Management best practices, by clearly defining roles and responsibilities within an appropriately architected process strucuture, eliminates this waste. ITSM also looks at technology and automation from a systems, holistic view to be certain that:
a.) the appropriate technology is in place to achieve process objectives and
b.) the technology capabilities are maximized for the organization as a whole.

ITSM stipulates a People, Process and Technology view of the infrastructure. It leverages a balance of skills, tasks and automation to achieve a customer service objective.

Finally, ITSM, by emphasizing definition of customer objectives and a means to measure them. Through developing KPI's to monitor IT's performance against those objectives, ITSM provides the basis for the IT manager to quantify how IT contributes to the bottom line of the business.