(1) Clarify the vision, taking into account both the business and IT vision, mission, goal and objectives, and ensuring that everyone has a common
understanding. Visions are aspirational and represent a desired state.
(2) Assess the current situation and establish a baseline of exactly where the organisation is currently. This can be challenging and there is a need to be honest, which is why external input can be useful.
(3) Define steps towards the vision based on priorities for improvement and
setting measurable targets. It is usually impossible to leap from wherever you currently are direct to the state represented by the vision.
(4) Document an improvement plan, using service and process improvement techniques.
(5) Monitor achievements, making use of appropriate measures and metrics as defined earlier.
(6) Maintain the momentum by ensuring that improvements are embedded and looking for further improvement opportunities.