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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.
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