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Factors to achieving ITSM objectives: People.

So what you need to achieve IT Service Management objectives, after agreeing that it is worth? Let's describe briefly four most important factors.
First what you need are people. To run the business you have both clients and your own staff. People have to be trained properly in order to provide services - that's your staff, as well as to receive that service - that's your client's staff. Remember, that you have to set up proper communication channels among people. This mean the clear ways of escalation - your staff members should know what to do if something goes wrong and who to contact with. Your client, sanitarily should know where to direct his requests, possible complaints and other communicates. Clear communication channel prevents or rather minimize chaos. Another important element are roles and responsibilities. When you build your team - remember to draw accurately each role: People should be aware of their responsibilities: what they can do and what they can't do. This is the key condition of good team building - awareness of the responsibility.

Added: 2008-02-12