Create a service management roadmap based on the output received from the current state assessment and the identified target state. There are three sample roadmap tools – one for each phase of the service management journey. Which tool you should use depends on your current and target state.

The following factors will also play a role in deciding your roadmap:

  • Current maturity level for each process
  • Dependencies on other processes
  • Prerequisite processes that need to be in place
  • Level of investment you are able to make
  • Availability of resources to implement the initiative
  • Technology requirements
  • Organizational change management

Before you build out the roadmap, take a closer look at the definitions of each service management process so you can understand the objectives, benefits, and activities involved.

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