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Create a Service Management Roadmap
Know where you are, where to start, and how to get there.
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Contributors
- Glen Notman, Associate Partner, Citihub Consulting
- Joseph Sgandurra, Director Managed Services Delivery & Excellence, Navantis
- Chantelle Denstedt, Director of IT Services, District Municipality of Muskoka
- Kathy Dufour, VP Application Services, Blue Cross Blue Shield Association
- Alan Zimmermann, IT Director, Professional Engineers Ontario
- Ray Konecsni, Director of Customer Support Services, University of Regina
- Nancy Nestor, Project Manager, City of Hamilton
- Pat Wong, Manager, IT Client Relations & Services, City of Brampton
- Anne Perry, City of Brampton
Your Challenge
- Lack of formal processes over time has led to a fairly chaotic service delivery model that results in poor customer satisfaction and an inability to meet service level targets.
- The lack of service management focus creates an ineffective service delivery model that does not provide value to the organization.
- There is little structure, formalization, or standardization in the way services are managed, leading to diminishing service quality and low business satisfaction.
Our Advice
Critical Insight
- Effective service management is a journey that encompasses a series of initiatives that improves the value of services delivered.
- Understanding the dependencies between service management processes will greatly increase your project’s success. Don’t build mature processes without a concrete foundation.
- Having effective service management processes in place will allow you to pursue activities such as innovation and drive the business forward.
Impact and Result
- This blueprint allows you to accurately identify your organization’s current service management state. You can customize the roadmap and create a step-by-step plan to achieve your target service management state.
- This project paves the way for service delivery optimization, narrows gaps, and re-establishes alignment with the goals of the organization.
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should create a service management roadmap, 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 by assembling a well-balanced project team and by obtaining support from key stakeholders through a powerful benefit message.
2. Assess current service management state
Determine the current state of service management and discover the maturity of each process.
3. Identify target service management state
Identify the target state of service management by understanding the objectives and activities involved in each target state.
4. Build the service management roadmap
Create a service management roadmap and present the project to key stakeholders to obtain their support.
Guided Implementations
This guided implementation is a nine 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 - Identify the target state
Call #1 - Understand the possible target states
Call #2 - Determine target state
Guided Implementation #4 - Build the roadmap
Call #1 - Build the roadmap based on current and target state
Call #2 - Prepare stakeholder presentation
Info-Tech Academy
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Service Management Course
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 Course
- 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: Launch the Project
The Purpose
- Assemble a well-balanced project team and engage with key stakeholders.
Key Benefits Achieved
- A project team that has representation from all major IT teams and support from key stakeholders.
Activities
Outputs
Create a powerful, succinct mission statement.
- A mission statement based on the objectives of this project and the benefits that it will achieve
Assemble the project team
- A plan to engage and communicate with the project team early and proactively
Identify project stakeholders and create communication plan.
- A communication message that will best gain stakeholder support
Use metrics to track the success of the project.
- A method to measure the success of this project
Module 2: Assess Current State of Service Management
The Purpose
- Determine maturity of current service management processes.
Key Benefits Achieved
- Understanding of overall maturity level as well as individual process maturity level.
Activities
Outputs
Gather feedback from users regarding IT services.
- An unbiased view of how end users view IT service delivery
Complete the assessment.
- All three parts of the assessment completed with consideration of the feedback received from the business
Interpret the results of the assessment.
- Consensus on the overall maturity of your service management processes and individual process maturity
Module 3: Identify Target Service Management State
The Purpose
- Determine a realistic target state given current capabilities and constraints.
Key Benefits Achieved
- A target state that all project team members agree on.
Activities
Outputs
Understand the different target states.
- Understanding of the difference in the objectives and what processes are included in each state
Select target state.
- Target state selected based on current state, most urgent pain points, and potential constraints
Module 4: Build the Service Management Roadmap
The Purpose
- Build a roadmap for future implementation.
Key Benefits Achieved
- A well-organized, documented service management plan that provides direction for the near future.
Activities
Outputs
Identify the processes in your roadmap.
- Processes identified on the roadmap with an overview of the objectives, benefits, and activities of each process
Build the roadmap.
- Processes and accompanying activities documented in the roadmap, including start date, end date, task owner, and potential risks
Present to stakeholders.
- Customized stakeholder presentation to gain the approval of senior stakeholders and propel project success
