Service Management
Deliver a service from concept to catalog and beyond.
- Inability of IT to meet business needs
- Recurrence of problems
- Increase in system failure risk
- Increase in service downtime
- Low trust in IT throughout the organization
- Users bypassing IT and bringing in unsupported services that adversely affect other systems
- Redundant services
- Increased costs
Workshop: Service Management
Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Our Service Management Research is designed to enable you to make yourself World Class. We do this by:
- Breaking down Service Management into digestible steps
- Providing actionable instructions to complete each step
- Providing all the tools and templates you need
We recommend that you do all the modules to improve your Service Management.
Module 1: Launch the Service Journey
The Purpose
- IT service management
- IT services
- Your level of service delivery maturity
- The importance of business relationship management
Key Benefits Achieved
- Identify areas for improvement with regards to service delivery
- Recognize the roadmap required to achieve an increased state of maturity
- Use business information to identify service gaps and improve relevance of IT
Activities
Outputs
Start the Service Journey
- Workshop agenda and list of services
Assess Current State
- Service management assessment
Build Relationships with the Business
- High-level business interaction plan
Included Resources
Launch the Service Journey
Service Management Maturity Assessment
Service Management Tool
Module 2: Conceptualize Service Improvement
The Purpose
- How business relationship management can be used to improve service delivery
- The importance of fully defining and documenting services
- The process for evaluating the impact of a new service on IT staffing and reporting, IT costs, business revenue, and risk
Key Benefits Achieved
- Fill out a service record in preparation for the service proposal
- Recognize the type of information required before a service request can be evaluated
Activities
Outputs
Identify a Service
- New service to be evaluated
Document a Service
- Service Record, SLA
Determine Feasibility
- IT, risk, and financial analysis
Included Resources
Conceptualize a New Service
New Service Concept Template
New Service Proposal
Service Risk Assessment Tool
Module 3: Evaluate and Plan for New Service
The Purpose
- The process for prioritizing new and existing services
Key Benefits Achieved
- Make and justify the decision of a new service addition
- Follow change, release, and deployment management processes for a new service
- Ensure new services are a positive addition to the service portfolio by preparing stakeholders and preventing issues
Activities
Outputs
Prioritize via the Service Portfolio
- Decision on proposed services
Practice Change Management
- Request for change proposal
Apply Release and Deployment Management
- Release and deployment plan
Included Resources
Evaluate and Plan for a New Service
Release and Development Checklist
Request for Change Template
Module 4: Discover and Address Service Improvements
The Purpose
- Which services are most effective and the process for discovering service improvement
- How to manage the process around changing a service
- How to build or improve a client-facing service catalog
Key Benefits Achieved
- Follow a process to successfully launch services changes
- Improve the user experience of accessing services
Activities
Outputs
Enable User Self-Service
- Improved Service Catalog
Maintain the Catalog
- KPIs, RACIs, Retiring a service
Apply Problem and Configuration Management
- Effectiveness Matrix, Fishbone, CI Record
Included Resources
Configuration Item Record
Discover and Address Service Improvements
Service Catalog Requirements Tool
Module 5: Operationalize Service Delivery
The Purpose
- How to build service delivery best practices into existing processes
- How to communicate changes to the organization and effectively manage stakeholders
- What action items need to be followed up on and when
Key Benefits Achieved
- Maintain a regularly updated portfolio of services
- Provision services according to business need
- Measure progress on key performance indicators
Activities
Outputs
Develop an Implementation Plan
- SOPs, Metrics, Timelines
Schedule Service Documentation Activities
- SLAs, Prioritized Service Portfolio
Create a Communication Plan and Wrap-up
- Communication Plan, Q&A, Follow-up
Included Resources
Operationalize Service Delivery
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
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Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and set the direction for your next project step.
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