Unleash the True Value of IT by Transforming Into a Service Provider

Earn your seat at the table and influence business strategy by becoming an IT service provider.


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Your Challenge

  • IT members don’t understand how their services provide value for the business.
  • There is poor communication between IT and the business, which creates a lack of alignment.
  • IT’s capabilities are not considered in the business decision-making process.

Our Advice

Critical Insight

  • IT must emerge as a service provider to ensure the business understands IT value and to earn its place in developing business strategy.
  • IT must move beyond having the fundamentals of good service in place and implement the enabling structures needed to become a true service provider.
  • IT is now a driver of value-based investment and must have a view through the financial lens of the organization.

Impact and Result

  • Determine what needs to happen and when in order to bridge the communication gap between IT and the business.
  • Address the impact of organizational culture on the delivery of IT services to enable the transformation into a service provider.
  • Begin to clarify services provided and where expectations should lie so that more value is achieved for the business.


  • Stan Binning, Manager IT Systems Support, MARTA
  • Glen Notman, Associate Partner, Citihub
  • Joseph Sgandurra, Sr. Manager – Project Delivery, Loblaw
  • Greg Yanni, BRM/Procedure Architect, InterBank1
  • Diane Gorham, Executive Director of Solutions, Pekin Insurance
  • Christian Gingras, SR VP IT, Hitachi
  • Sterling Bjorndahl, Director, Operations, eHealth Saskatchewan
  • 2 anonymous contributors

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

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Get to Action

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should construct a solid foundation for your IT organization before you complete the service provider roadmap, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

  1. Launch the project

    Form a solid foundation from which the project can begin.

  2. Complete the assessment

    Understand how to best use Info-Tech’s Service Provider Assessment Tool.

  3. Set the foundation

    Identify your current culture/structure and potential adjustments for foundational improvement.

  4. Complete the roadmap

    Identify the best way to improve upon current service management maturity levels.

Guided Implementation icon Guided Implementation

This guided implementation is an eleven call advisory process.

    Guided Implementation #1 - Launch the project

  • Call #1: Identify the project leader with the appropriate skills

  • Call #2: Assemble a well-rounded project team

  • Call #3: Develop a mission statement and change messages

  • Guided Implementation #2 - Complete the assessment

  • Call #1: Create a team of people to perform the assessment

  • Call #2: Review the results of the completed assessment

  • Guided Implementation #3 - Set the foundation

  • Call #1: Understand the relationship between culture and structure

  • Call #2: Identify target state and any constraints

  • Call #3: Define foundational roadmap

  • Guided Implementation #4 - Complete the roadmap

  • Call #1: Understand the benefits of each roadmap initiative

  • Call #2: Identify target state and any constraints

  • Call #3: Define pillar roadmap

Onsite Workshop

Module 1: Project Outline

The Purpose

  • Scope the project to determine if your objectives align with what the blueprint can help you accomplish.
  • A walk-through of what to expect for the remainder of the project.

Key Benefits Achieved

  • Expectations of what the remainder of the project might look like.

Activities: Outputs:
1.1 Learn about the service provider journey
  • An understanding of what the journey can do for your organization
1.2 Identify project team and leader
  • Suitable project team and leader
1.3 Identify objectives
  • SMART objectives that align with business strategy
1.4 Analyze stakeholders
  • Understanding of benefits for each stakeholder
1.5 Plan communication
  • Communication plan targeted for each stakeholder
1.6 Complete the assessment
  • Thoroughly completed assessment

Module 2: Results Day

The Purpose

  • Determine if the right project team has been assembled.
  • Create a communication plan.
  • Develop a strong tailored change message to ensure buy-in across the organization at all levels.

Key Benefits Achieved

  • Change message tailored for each stakeholder affected by the roadmap.
  • Clear and crisp communication strategy for the remainder of the roadmap.
  • Identification of communication channels.

Activities: Outputs:
2.1 Analyze results from assessment: both foundational and pillar.
  • Understanding of how the results are interpreted in relation to the blueprint
2.2 Identify gaps in either culture or structure.
  • Defined future state and clear plan as to how to achieve it
2.3 Understand culture and structure.
  • Understanding of the combination of how structure and culture are related

Module 3: Assessment

The Purpose

  • Define target state and where you would like to see future assessment results take you.
  • Determine which foundational adjustments on the roadmap are necessary using the decision tree.

Key Benefits Achieved

  • Understanding of why culture and structure are so foundational to becoming a strategic partner.
  • Clear vision of the target state culture and structure.

Activities: Outputs:
3.1 Start roadmapping foundational elements from the previous analysis.
  • Foundational components to transform into a strategic partner
3.2 Analyze results from the pillar assessment.
  • Roadmap initiatives that are necessary to develop to reach maturity
3.3 Begin planning for roadmap initiatives.

Module 4: Roadmap

The Purpose

  • Identify which other materials are needed to complete the service management roadmap.
  • Order the initiatives.

Key Benefits Achieved

  • Direct access to other resources that can help with the completion of the roadmap.

Activities: Outputs:
4.1 Start to roadmap service provider initiatives.
  • Roadmap and plan for the remaining service management initiatives
4.2 Identify estimated time frames and completed dependencies.
  • Preparation for dependencies and timetables for completion
4.3 Complete roadmap deliverable.
  • Completed roadmap tool
4.4 Identify next steps.
  • Links to related material/frameworks
4.5 Consider ways to measure and monitor progress.
  • Measurements of completion

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.

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