Includes direction on how to design, develop and implement IT service management as a strategic asset, while fulfilling the desired business outcomes associated with their service portfolios such as, cost reduction, operational effectiveness and distinctive performance.

Includes process design, workflow simulation, procedural guides, job aids and ongoing process improvement (continual and periodic). Process blueprinting also includes designing, implementing and monitoring key internal metrics and process performance measures.

Includes providing support for implementing commercial off-the-shelf service management tools and products, automating processes, establishing data and knowledge repositories and creating an integrated service management tools architecture.