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Create a Service Management Roadmap

Implement service management in an order that makes sense.

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Your Challenge

  • 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.

Research & Tools

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.

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

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Train your staff and develop a world-class IT team.

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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

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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

1.1

Understand service management.

  • Constraints and enablers chart
1.2

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

2.1

Assess cultural ABCs.

  • Cultural improvements action items
2.2

Assess governance needs.

  • Governance action items
2.3

Perform SWOT analysis.

  • SWOT analysis action items
2.4

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

3.1

Perform service management process maturity assessment.

  • Service management process maturity activities
3.2

Complete OCM capability assessment.

  • OCM action items
3.3

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

4.1

Build roadmap one-pager.

  • Service management roadmap
4.2

Build communication one-pager.

  • Service management roadmap – Brought to Life communication slide

Member Testimonials

Unlock Sample Research

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

Summa Health System

Guided Implementation

10/10

$13,236

2

Choctaw Nation Of Oklahoma

Workshop

10/10

$661K

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

$66,183

23

Toronto Community Housing Corporation

Workshop

9/10

$50,000

35

Texas Children's Hospital

Guided Implementation

10/10

$13,236

2

Broome-Tioga Boces

Guided Implementation

9/10

$132K

50

Tufts Health Plan

Workshop

8/10

N/A

55

Tufts Health Plan

Guided Implementation

8/10

$17,207

23

Chickasaw Nation Department of Commerce

Workshop

9/10

$132K

120

T Decu Investments

Guided Implementation

9/10

N/A

N/A

University of Exeter

Workshop

10/10

N/A

120

Northeastern Reg Info Ctr

Guided Implementation

10/10

N/A

N/A

Columbia Mutual Insurance Company

Workshop

7/10

$13,236

10

ISG Central Services Ltd.

Guided Implementation

7/10

N/A

10

Central Arizona Project

Guided Implementation

10/10

N/A

10

Arizona Strategic Enterprise Technology

Guided Implementation

8/10

N/A

N/A

Canadian Nuclear Safety Commission

Workshop

9/10

$50,000

10

City of Waukesha

Guided Implementation

8/10

N/A

N/A

Saab AB

Guided Implementation

8/10

$23,091

8

BURNCO Rock Products

Guided Implementation

8/10

$10,000

20

QuikTrip

Workshop

10/10

$132K

95

RioCan

Workshop

10/10

N/A

N/A

Michigan Court of Appeals

Guided Implementation

9/10

N/A

N/A

Toronto Community Housing Corporation

Guided Implementation

8/10

$35,000

32

Cleveland Metropolitan School District

Guided Implementation

9/10

N/A

N/A

Meg Energy US Corp.

Guided Implementation

9/10

N/A

N/A

Counties Manukau District Health Board

Guided Implementation

7/10

$5,000

5

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