Create a Service Management Roadmap
Implement service management in an order that makes sense.
- Inconsistent adoption of holistic practices has led to a chaotic service delivery model that results in poor customer satisfaction.
- There is little structure, formalization, or standardization in the way IT services are designed and managed, leading to diminishing service quality and low business satisfaction.
Our Advice
Critical Insight
- Having effective service management practices in place will allow you to pursue activities, such as innovation, and drive the business forward.
- Addressing foundational elements like business alignment and management practices will enable you to build effective core practices that deliver business value.
- Providing consistent leadership support and engagement is essential to allow practitioners to focus on delivering expected outcomes.
Impact and Result
- Understand the foundational and core elements that allow you to build a successful service management practice focused on outcomes.
- Use Info-Tech’s advice and tools to perform an assessment of your organization’s current state, identify the gaps, and create a roadmap for success.
- Increase business and customer satisfaction by delivering services focused on creating business value.
Start here – read the Executive Brief
Read our concise Executive Brief to find out why many service management maturity projects fail to address foundational and core elements, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.
1. Launch the project
Kick-off the project and complete the project charter.
2. Assess the current state
Determine the current state for service management practices.
3. Build the roadmap
Build your roadmap with identified initiatives.
4. Build the communication slide
Create the communication slide that demonstrates how things will change, both short and long term.
Guided Implementations
This guided implementation is a seven call advisory process.
Guided Implementation #1 - Launch the project
Call #1 - Kick-off the project.
Call #2 - Build the project team.
Call #3 - Complete the charter.
Guided Implementation #2 - Assess the current state
Call #1 - Understand current state.
Call #2 - Determine target state.
Guided Implementation #3 - Build the roadmap
Call #1 - Build the roadmap based on current and target state.
Guided Implementation #4 - Build communication slide
Call #1 - Build short- and long-term visions and initiative list.
Info-Tech Academy
Get Info-Tech Certified
Train your staff and develop a world-class IT team.
An active membership is required to access Info-Tech AcademyNew to Info-Tech Academy? Learn more here
Service Management
Know where you are, where to start, and how to get there.
This course makes up part of the Service Planning & Architecture Certificate.
Course information:
- Title: Service Management
- Number of Course Modules: 4
- Estimated Time to Complete: 2-2.5 hours
- Featured Analysts:
- Paul Brown, Sr. Research Director, CIO Practice
- James Alexander, SVP of Research and Advisory, CIO Practice
- Now Playing: Academy: Service Management | Executive Brief
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: Understand Service Management
The Purpose
Understand service management.
Key Benefits Achieved
Gain a common understanding of service management, the forces that impact your roadmap, and the Info-Tech Service Management Maturity Model.
Activities
Outputs
Understand service management.
- Constraints and enablers chart
Build a compelling vision and mission.
- Service management vision, mission, and values
Module 2: Assess the Current State of Service Management
The Purpose
- Assess the organization’s current service management capabilities.
Key Benefits Achieved
- Understand attitudes, behaviors, and culture.
- Understand governance and process ownership needs.
- Understand strengths, weaknesses, opportunities, and threats.
- Defined desired state.
Activities
Outputs
Assess cultural ABCs.
- Cultural improvements action items
Assess governance needs.
- Governance action items
Perform SWOT analysis.
- SWOT analysis action items
Define desired state.
- Defined desired state
Module 3: Continue Current-State Assessment
The Purpose
- Assess the organization’s current service management capabilities.
Key Benefits Achieved
- Understand the current maturity of service management processes.
- Understand organizational change management capabilities.
Activities
Outputs
Perform service management process maturity assessment.
- Service management process maturity activities
Complete OCM capability assessment.
- OCM action items
Identify roadmap themes.
- Roadmap themes
Module 4: Build Roadmap and Communication Tool
The Purpose
- Use outputs from previous steps to build your roadmap and communication one-pagers.
Key Benefits Achieved
- Easy-to-understand roadmap one-pager
- Communication one-pager
Activities
Outputs
Build roadmap one-pager.
- Service management roadmap
Build communication one-pager.
- Service management roadmap – Brought to Life communication slide
After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.
Client
Experience
Impact
$ Saved
Days Saved
Waterloo Region District School Board
Guided Implementation
9/10
N/A
20
The Canadian Food Inspection Agency
Workshop
10/10
$300K
75
CNSI
Workshop
7/10
N/A
N/A
Darling Ingredients
Guided Implementation
9/10
N/A
N/A
Michigan State Court Administrative Office (SCAO)
Guided Implementation
10/10
$62,810
115
4Wall Entertainment
Workshop
10/10
$12,776
20
Daifuku North America Holding Company
Workshop
10/10
$63,667
50
Cross Country Mortgage, Inc.
Guided Implementation
10/10
$31,855
5
Edmonton Economic Development Corporation
Guided Implementation
10/10
$37,500
50
Equitrans Midstream Corporation
Guided Implementation
10/10
$2,512
5
Jack Henry & Associates Inc
Guided Implementation
9/10
$2,548
5
State of Montana ITSD
Guided Implementation
10/10
N/A
N/A
City of Fort Myers, FL
Workshop
10/10
N/A
N/A
SCL Health
Guided Implementation
10/10
N/A
N/A
Nexteer Automotive
Workshop
10/10
N/A
50
Arkansas Department of Transportation
Guided Implementation
10/10
$382K
75
City Of Regina, The
Guided Implementation
8/10
N/A
2
Warwick Communications Inc
Guided Implementation
1/10
N/A
N/A
Dupre Logistics
Workshop
9/10
$76,401
12
Summa Health System
Guided Implementation
10/10
$12,733
2
Choctaw Nation Of Oklahoma
Workshop
10/10
$636K
50
Arrow Energy
Guided Implementation
3/10
N/A
N/A
City of Saskatoon, SK
Guided Implementation
10/10
$25,000
32
University of Texas - Arlington
Guided Implementation
9/10
N/A
N/A
Jet Support Services, Inc.
Workshop
9/10
$63,667
23
Toronto Community Housing Corporation
Workshop
9/10
$50,000
35
Texas Children's Hospital
Guided Implementation
10/10
$12,733
2
Broome-Tioga Boces
Guided Implementation
9/10
$127K
50
Tufts Health Plan
Workshop
8/10
N/A
55
Tufts Health Plan
Guided Implementation
8/10
$16,553
23
