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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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Contributors
- 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
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.
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 Implementations
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
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 roadmap in place to complete your project successfully.
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
Learn about the service provider journey
- An understanding of what the journey can do for your organization
Identify project team and leader
- Suitable project team and leader
Identify objectives
- SMART objectives that align with business strategy
Analyze stakeholders
- Understanding of benefits for each stakeholder
Plan communication
- Communication plan targeted for each stakeholder
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
Analyze results from assessment: both foundational and pillar.
- Understanding of how the results are interpreted in relation to the blueprint
Identify gaps in either culture or structure.
- Defined future state and clear plan as to how to achieve it
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
Start roadmapping foundational elements from the previous analysis.
- Foundational components to transform into a strategic partner
Analyze results from the pillar assessment.
- Roadmap initiatives that are necessary to develop to reach maturity
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
Start to roadmap service provider initiatives.
- Roadmap and plan for the remaining service management initiatives
Identify estimated time frames and completed dependencies.
- Preparation for dependencies and timetables for completion
Complete roadmap deliverable.
- Completed roadmap tool
Identify next steps.
- Links to related material/frameworks
Consider ways to measure and monitor progress.
- Measurements of completion
