Establish IT service management strategy and goals

Trigger: Executive leadership initiates an annual enterprise planning cycle or identifies a critical gap in current IT service capabilities.

1. Review current IT service capabilities and performance baselines
2. Gather requirements from enterprise business stakeholders
3. Define target IT service management maturity levels
4. Develop strategic goals for IT processes, people, and technology
5. Establish performance metrics for future IT service delivery
6. Finalize and secure approval for the ITSM strategy

Outcome: An approved IT service management strategy and roadmap are established, providing clear goals for technology, processes, and personnel.