Our goal is to describe not only what needs to be done to build these linkages and why, but more importantly how, with intelligent, practical plans of action. With this goal in mind, the basic approach is threefold:
Understand the business and its customers. the first step is to understand the desired outcomes of the business, its environment, its key processes, and its customers and their desired outcomes.
Articulate the services. With a clear view of the business and its customers, the next step is to describe the types of services provided, their delivery mechanisms, and key components.
Develop the underlying IT infrastructure. The final step is to develop IT architectures, processes, and organization to maximize business and service capabilities.