- 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.
- 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.
This guided implementation is a two call advisory process.