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Couldn't agree more. Considering ITSM should be a never ending journey, being deliberate at the beginning is a basic step. Many customers do not do formal stakeholder analysis, SWOT analysis, and even service targeting; preferring to jump right into 'process improvement' activities. This often results in tool-driven implementations and/or re-starting the initiative somewhere down the road.

In addition, fundamental to quality is ongoing analysis and feedback so these activities should be re-visited as a normal part of the quality program.

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