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Elevate Your Service Capabilities to Drive Enterprise Value

Build a roadmap to shift from IT-centric to enterprise service management practices and drive toward an Exponential IT future.

If IT services don’t extend beyond internal operations to customers – especially with exponential technologies like generative AI changing expectations – organizations will fall behind. IT must elevate digital experiences seamlessly to drive organizational growth. Use our blueprint to systematically take IT service management (ITSM) from being perceived as an operational supporter to an enterprise value enabler.

Digital and technology-first services have become the primary means of customer engagement driving organizational growth and revenue. As a result, exceptional service has become the key differentiator for organizations. Technology leaders must shift focus from IT services to enterprise services to remain relevant and to support evolving customer expectations.

1. Put value delivery at the heart of services.

Let go of traditional notions of what a service is and adopt the notion that services exist to deliver value to customers. Those who succeed in elevating their service strategy from "back" to "front" office with customer experience and value at the center will be well positioned as true organizational leaders.

2. Incremental improvements are no longer enough.

Exponential technologies have ushered in a new era, and you should reimagine service delivery accordingly. It’s not enough to focus on improving existing IT services for internal customers. Instead, start asking where the organization needs to be in the future to drive organizational value, then design services for that future vision and your end customers. This requires more than just improving a single service or capability; it requires a comprehensive strategy that elevates all service-related capabilities toward the same goal.

3. Without being end-to-end, you're leaking value.

Newer technologies such as AI have resulted in heightened customer expectations from service delivery. IT is uniquely positioned to view services across the organization and must capitalize on it to orchestrate and deliver seamless experiences and enterprise services that drive results every step of the way.

Transform IT service management into a value-creating powerhouse using our framework

This research will help you define the IT service vision for the future, identify actions and AI use cases to elevate key service capabilities, and build a roadmap to tie it all together. Use it to have a measured plan that balances near-term quick-wins and foundational components with a big-picture, art-of-the-possible, future-state vision.

  • Build and maintain a service strategy roadmap that is aligned with your goals and bridges the current and target state across nine service capabilities.
  • Explore use cases for AI in service management that can accelerate your roadmap initiatives.
  • Bring executives on board by building communication that leaves a lasting impression of the value IT can create for the organization and its customers.

Elevate Your Service Capabilities to Drive Enterprise Value Research & Tools

1. Elevate Your Service Capabilities to Drive Enterprise Value – Phases 1-3 – Use this blueprint to define and plan your journey to realizing Exponential IT for service management.

Follow our actionable approach to build and maintain your transformation plan. Establish and communicate a service strategy roadmap that you can deliver to your organizational stakeholders.

  • Define your guiding star.
  • Assess technology and capability readiness.
  • Build your roadmap.

2. Exponential IT Service Strategy Workbook – Use this Excel-based workbook as a planning tool to build your roadmap to transform your service capabilities in line with Exponential IT goals.

Use this workbook in conjunction with the blueprint Elevate Your Service Capabilities to Drive Enterprise Value to assess your current and target state for each service capability. Use the results to plan your roadmap for Exponential IT.

3. AI for ITSM Use Case Analysis Workbook – This Excel-based workbook contains a customizable library of AI use cases and a framework for identifying and prioritizing the ones most relevant to your ITSM challenges and needs.

Get a customizable library of AI use cases and a framework for identifying and prioritizing the ones most relevant to your ITSM challenges and needs.

4. Service Strategy Roadmap Executive Communication Template – Use this PowerPoint template to communicate your service strategy and roadmap to key stakeholders.

Communicate your service strategy vision, goals, metrics, and roadmap to elevate your service capabilities in line with an Exponential IT future.

Build a roadmap to shift from IT-centric to enterprise service management practices and drive toward an Exponential IT future.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

You get:

  • Elevate Your Service Capabilities to Drive Enterprise Value Deck
  • Exponential IT Service Strategy Workbook
  • AI for ITSM Use Case Analysis Workbook
  • Service Strategy Roadmap Executive Communication Template

Need Extra Help?
Speak With An Analyst

Get the help you need in this 4-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Discover Exponential IT
  • Call 1: Introduce the Exponential IT concept and predictions for the future of ITSM. Establish scope, methodology, and deliverables. Align on key terminology. Discuss Exponential IT Diagnostic (optional).

Guided Implementation 2: Define Your Guiding Star
  • Call 1: Discuss challenges and risks. Craft vision statement and guiding principles.
  • Call 2: Discuss the meaning of value in your organization. Understand Exponential IT value outcomes. Define and document goals aligned with value. Identify metrics to track each goal.

Guided Implementation 3: Assess Technology and Capability Readiness
  • Call 1: Review key milestones for each service capability. Identify current and target milestone for each capability.
  • Call 2: Review and discuss AI use cases in ITSM. Identify use cases you wish to pursue.
  • Call 3: Brainstorm actions to fill the gaps for each capability or use case. Compile initial initiative list.

Guided Implementation 4: Build Your Roadmap
  • Call 1: Prioritize initiatives to build initial roadmap. Finalize prioritization to complete list of initiatives.
  • Call 2: Finalize roadmap. Discuss communication plan and finalize executive communication template.

Author

Natalie Sansone

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