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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.

  • 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.

Initiate Your Service Management Program 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.

Member Testimonials

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.




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Platte River Power Authority

Guided Implementation




Tony was knowledgeable about Service Management. He was supportive of what we are trying to do and took the time to explain IT Service Management i... Read More

Dakota County Government Center

Guided Implementation




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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.

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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.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 1-phase advisory process. You'll receive 2 touchpoints with our researchers, all included in your membership.

  • Call 1: Confirm service management goals and structure
  • Call 2: Analyze implications, impacting forces, and mitigation approaches


Valence Howden


  • 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)
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