The document discusses IT service management for non-IT managers. It introduces the presenter and their qualifications. The presentation goals are explained as how ITSM can help work together and align business and IT goals through measurable targets. Step 1 discusses aligning the business and IT portfolio by understanding how IT influences business processes. Step 2 is agreeing on a service portfolio through a service catalogue. Step 3 is creating service level agreements between IT and business units. Step 4 is continuously improving through a continual service improvement program.