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Build a Roadmap for Service Management Agility

Use Agile principles to focus on value and deliver high-quality services.

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Contributors

  • Glen Notman, Associate Partner, Citihub Consulting
  • Kathleen Wilson, Architect, Microsoft
  • Jayne Gordon Groll, Founder & CEO, DevOps Institute
  • Lisa Schwartz, Founder & CEO, ITSM Academy
  • Bas Blanken, Consultant, TOPdesk
  • Kelly James Pender, County of Frontenac
  • Susan Pereira, HOOPP
  • Sumit Karia
  • Karen Fullerton, OpenAccess
  • Anonymous Contributors

Your Challenge

  • Business is moving faster than ever and IT is getting more demands at a faster pace.
  • Many IT organizations have traditional structures and approaches that have served them well in the past. However, these frameworks and approaches alone are no longer sufficient for today’s challenges and rapidly changing environment.
  • The inability to adaptively design and deliver services as requirements change has led to diminishing service quality and an increase in shadow IT.

Our Advice

Critical Insight

  • Being Agile is a mindset. It is not meant to be prescriptive, but to encourage you to leverage the best approaches, frameworks, and tools to meet your needs and get the job done now.
  • The goal of service management is to enable and drive value for the business. Service management practices have to be flexible and adaptable enough to manage and deliver the right service value at the right time at the right level of quality.

Impact and Result

  • Understand Agile principles, how they align with service management principles, and what the optimal states for agility look like.
  • Use Info-Tech’s advice and tools to perform an assessment of your organization’s state of agility, identify the gaps, and create a custom roadmap to incorporate agility into your service management practice.
  • Increase business satisfaction. The ultimate outcome of having agility in your service delivery is satisfied customers.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should create a roadmap for service management agility, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Understand the optimal state for agility

Understand the components of agility and what the optimal states are for service management agility.

2. Assess your current state of agility

Determine the current state of agility in the service management practice.

Guided Implementations

This guided implementation is a six call advisory process.

Guided Implementation #1 - Understand the optimal state for agility

Call #1 - Briefing on what agility is and what it can do for your service management practice.
Call #2 - Define components of the optimal states.

Guided Implementation #2 - Assess your current state of agility

Call #1 - Asses agility enablers and constraints in your current organization.
Call #2 - Guide through the assessment tool.

Guided Implementation #3 - Build the roadmap

Call #1 - Walk through the steps in building out a roadmap for service management agility.
Call #2 - Discuss stakeholder presentation template.

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite 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 onsite 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.

Module 1: Define the Optimal States for Agility in Service Management

The Purpose

  • Understand agility and how it can complement service management.
  • Understand how the components of culture, structure, processes, and resources enable agility in service management.

Key Benefits Achieved

  • Clear understanding of Agile principles.
  • Identifying opportunities for agility.
  • Understanding of how Agile principles align with service management.

Activities

Outputs

1.1

Understand agility.

  • Summary of Agile principles.
1.2

Understand how Agile methodologies can complement service management through culture, structure, processes, and resources.

  • Summary of optimal components in culture, structure, processes, and resources that enable agility.

Module 2: Assess Your Current State of Agility in Service Management

The Purpose

  • Assess your current organizational agility with respect to culture, structure, processes, and resources.
  • Identify your agility strengths and weaknesses with the agility score.

Key Benefits Achieved

  • Understand your organization’s current enablers and constraints for agility.
  • Have metrics to identify strengths or weaknesses in culture, structure, processes, and resources.

Activities

Outputs

2.1

Complete an agility assessment.

  • Assessment score of current state of agility.

Module 3: Build the Roadmap for Service Management Agility

The Purpose

  • Determine the gaps between the current and optimal states for agility.
  • Create a roadmap for service management agility.
  • Create a stakeholders presentation.

Key Benefits Achieved

  • Have a completed custom roadmap that will help build sustainable agility into your service management practice.
  • Present the roadmap to key stakeholders to communicate your plans and get organizational buy-in.

Activities

Outputs

3.1

Create a custom roadmap for service management agility.

  • Completed roadmap for service management agility.
3.2

Create a stakeholders presentation on service management agility.

  • Completed stakeholders presentation on service management agility.