# Summary

- ## The success of an IT organization is often gauged using business thought processes & metrics

- ## Traditionally, IT is poorly positioned to support the ‘Golden Rule’

- ## Both IT and the business seek better ‘alignment’

- ## An ITSM strategy directly addresses this challenge

- ## Requires business and service “instrumentation” of IT infrastructure and processes.

- ## Can be approached in right-priced, ‘soundbyte’ form, allowing pace and value to be set by customer.

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