In a May 1, 2005 article on ITSMWatch.com, Mardi Merdinoglu writes a great article on business – IT alignment. She mentions that even though this has been a high priority for many organizations, it appears that little progress is being made. Mardi outlines some possible reasons and some possible solutions. A good read if you get the chance.
One of the points made is that often organizations are stuck in reactive mode going from one fire to the next. Because of this, I would always suggest seeking outside assistance to assess process maturity and generate recommendations on service management improvement. An outside viewpoint is sometimes critical in formulating the strategy and direction. Often a process developed by someone in-house in the midst of reactive mode will only breed processes that stimulate more reaction.
You can find the full article here: Bored With Business-IT Alignment?