Which activity ensures all parts of IT service management work towards common goals?

The activity that ensures all parts of IT service management work towards common goals is 'Plan.' This activity is crucial as it involves establishing objectives, defining the direction for service delivery, and aligning resources in a way that they support the strategic goals of the organization. In the context of ITIL 4, planning integrates the various elements of service management to ensure they contribute collectively to achieving the desired outcomes, which fosters consistency and coherence across all activities.

The planning phase helps in defining how services should be developed, transitioned, operated, and continually improved, ensuring that everyone involved understands their role in contributing to these shared goals. The effectiveness of IT service management relies heavily on well-defined plans that provide the necessary framework for decision-making, resource allocation, and performance measurement.

The other activities, while essential components of service management, focus on different aspects. Service Transition deals with building and deploying services, Deliver and Support focuses on the daily operation and management of services, and Engage emphasizes maintaining relationships and understanding requirements. While these activities are vital for the overall operation of IT services, they do not specifically encapsulate the overarching strategic alignment that planning achieves.