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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)

Your Challenge

  • 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.

Research & Tools

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