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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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  • 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.

Research & Tools

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

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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

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: 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.




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.




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.




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.




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