Initiate Your Service Management Program
Ensure that you create and improve the right service management processes and activities to support business needs and value.
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Contributors
- Suzanne Van Hove, Lead Author of VeriSM
- Claire Agutter, Director of Scopism and ITSM Zone, and Chief Architect for VeriSM
- Steve Tremblay, itSMF Canada ITSM Director, Executive ITSM/ISO Trainer, and Distinguished Professional in Service Management (DPSM)
- IT organizations continue attempting to implement service management, often based on ITIL, with limited success and without visible value.
- More than half of service management implementations have failed beyond simply implementing the service desk and the incident, change, and request management processes.
- Organizational structure, goals, and cultural factors are not considered during service management implementation and improvement.
- The business lacks engagement and understanding of service management.
Our Advice
Critical Insight
- Service management is an organizational approach. Focus on producing successful and valuable services and service outcomes for the customers.
- All areas of the organization are accountable for governing and executing service management. Ensure that you create a service management strategy that improves business outcomes and provides the value and quality expected.
Impact and Result
- Identified structure for how your service management model should be run and governed.
- Identified forces that impact your ability to oversee and drive service management success.
- Mitigation approach to restraining forces.
Start here – read the Executive Brief
Read this Executive Brief to understand why service management implementations often fail and why you should establish governance for service management.
1. Identify the level of oversight you need
Use Info-Tech’s methodology to establish an effective service management program with proper oversight.
Guided Implementations
This guided implementation is a two call advisory process.
Call #1 - Confirm service management goals and structure
Call #2 - Analyze implications, impacting forces, and mitigation approaches
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
Platte River Power Authority
Guided Implementation
10/10
$14,643
9
Dakota County Government Center
Guided Implementation
9/10
N/A
N/A
Edmonton Police Services
Guided Implementation
9/10
N/A
N/A
Ravensdown Fertiliser
Guided Implementation
8/10
N/A
2
MTA Metropolitan Transportation Authority
Guided Implementation
10/10
N/A
N/A
