Move from Firefighter to Reliable Operator

Transform from reactive to proactive.

Unlock

This content requires an active subscription.

Access this content by logging in with your Info-Tech Research Group membership or contacting one of our representatives for assistance.

Speak With A Representative Sign In
or Call: 1-888-670-8889 (US) or 1-844-618-3192 (CAN)

Solution Set Storyboard thumbnail
View Storyboard

Your Challenge

  • IT departments in a firefighting state can’t gain control of their operations, deliver acceptable levels of service to the business, or sustain stability for infrastructure, applications, or staff.
  • Often, IT departments don’t have the ability to improve their service management simply because they are too consumed with handling incidents.

Our Advice

Critical Insight

  • Before you can start this project, you need to douse the fire enough that you gain some breathing room. Our quick wins will help you initiate the process.
  • You must establish a stable environment before becoming proactive.

Impact and Result

You will experience improved maturity in the following processes:

  • Service Desk & Incident Management
  • Change & Deployment Management
  • Event & Problem Management
  • Capacity & Performance Management

Contributors

  • 11 professionals contributed information that assisted with the development of this solution set. Due to the sensitivity of the information, they requested confidentiality.

Get the Complete Storyboard

See how all the steps you need to take come together, with tools and advice to help with each task on your list.

Download Now

Get to Action

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should improve your service management maturity, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

  1. Assess the current state

    Assess the current state of the organization’s service management processes and identify gaps.

  2. Tackle the quick wins

    Implement quick wins to douse the flames.

  3. Move out of firefighting

    Establish service management processes that will move IT out of firefighting mode.

  4. Become proactive

    Establish service management processes that will help IT become proactive.

Guided Implementation icon Guided Implementation

This guided implementation is an eight call advisory process.

    Guided Implementation #1 - Assess the current state

  • Call #1: Assess the current state of reactive service management processes.

  • Call #2: Assess the current state of proactive service management processes. Identify your maturity level.

    • Guided Implementation #2 - Tackle the quick wins

  • Call #1: Identify quick wins.

  • Call #2: Create a task force and implement the quick wins.

    • Guided Implementation #3 - Move out of firefighting

  • Call #1: Identify process activities for service desk & incident management. Remove the hero culture.

  • Call #2: Identify process activities for change & deployment management. Communicate result to the business.

    • Guided Implementation #4 - Become proactive

  • Call #1: Identify process activities for event & problem management. Build your capacities.

  • Call #2: Identify process activities for capacity & performance management. Communicate result to the business.

Schedule Your First Call

Onsite Workshop

Module 1: Assess the Current State

The Purpose

  • Assess your service management process maturity and whether the project is the right fit. 

Key Benefits Achieved

  • Defined service management maturity level.
  • Identified gaps between current state and target state. 

Activities: Outputs:
1.1 Understand the profile of a firefighter and a reliable organization.
  • Comprehensive understanding of if your organization is in firefighting mode and whether this blueprint is right for you
1.2 Determine if your organization is in firefighting mode.
  • Your service management processes maturity
1.3 Assess the results of the diagnostic tool.
  • Identify service management processes that are ad hoc or undefined
1.4 Identify gaps in service management processes.
  • Identify target state and create metrics to track the value of the project

Module 2: Tackle the Quick Wins

The Purpose

  • Implement quick wins to gain some breathing room and garner support from the business.

Key Benefits Achieved

  • Comprehensive understanding of how quick wins can help you douse the fire.
  • Determine which quick wins are right for your organization. 

Activities: Outputs:
2.1 Define objectives and benefits of quick wins.
  • Understand what constitutes as a quick win and why it will help you douse the fire
2.2 Identify sure-fire quick wins.
  • A checklist of quick wins for the four pairs of service management processes
2.3 Implement the quick wins and measure the results.
  • A plan to implement the quick wins with minimum distraction
2.4 Communicate results to the team and the business.

Module 3: Move out of Firefighting

The Purpose

  • Implement service management processes that will move the organization into a proactive mode.

Key Benefits Achieved

  • Established Service Desk & Incident Management processes.
  • Established Change & Deployment Management processes.
  • Improved people, process, and technology for service management.

Activities: Outputs:
3.1 Identify and implement process activities for Service Desk & Incident Management and Change & Deployment Management.
  • Comprehensive understanding of the key activities in Service Desk & Incident Management and Change & Deployment Management
3.2 Extinguish the firefighting culture.
  • Creation of an organizational culture that does not endorse a hero mentality
3.3 Create roadmap.
  • Plan to communicate the results of your improvements to the business and the IT team

Module 4: Become Proactive

The Purpose

  • Implement service management processes that will move the organization into a proactive mode.

Key Benefits Achieved

  • Established Event & Problem Management processes.
  • Established Capacity & Performance Management processes.
  • Improved people, process, and technology for service management. 

Activities: Outputs:
4.1 Identify and implement process activities for Event & Problem Management and Capacity & Performance Management.
  • An understanding of the key activities in Event & Problem Management and Capacity & Performance Management
4.2 Build your capabilities.
  • Improved capabilities for people, process, and technology
4.3 Create roadmap.
  • Action plan and metrics to track your success

Workshop Icon Book Your Workshop

Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

Book Now

Service Management Map

GET HELP Contact Us
×
VL Methodology

Request a call, book an appointment, or live chat with one of our representatives.

Get in Touch