Create a Service Management Roadmap

Implement service management in an order that makes sense.

The Situation

Inconsistent adoption of holistic practices has led to a chaotic service delivery model that results in poor customer satisfaction.
There is little structure, formalization, or standardization in the way IT services are designed and managed, leading to diminishing service quality and low business satisfaction.

Create a Service Management Roadmap visualization

Understand the foundational and core elements that allow you to build a successful service management practice focused on outcomes.
Use Info-Tech’s advice and tools to perform an assessment of your organization’s current state, identify the gaps, and create a roadmap for success.
Increase business and customer satisfaction by delivering services focused on creating business value.

Blueprint Contents

Create a Service Management Roadmap – Executive Brief
Create a Service Management Roadmap – Phases 1-4
Create a Service Management Roadmap – Phase 1: Launch Project
Service Management Roadmap Project Charter
Create a Service Management Roadmap – Phase 2: Assess the Current State
Service Management Maturity Assessment Tool
Organizational Change Management Capability Assessment Tool
Service Management Roadmap Presentation Template
Create a Service Management Roadmap – Phase 3: Identify the Target State
Create a Service Management Roadmap – Phase 4: Build the Roadmap

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.

9.3/10

Overall Impact

$58,335

Average $ Saved

Average Days Saved

Member Testimonials
Client	Town of Okotoks
Experience	Workshop
Impact	10/10
$ Saved	$25,000
Days Saved	20
Testimonial

Member Testimonials
Client	Statistics Canada
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	N/A
Testimonial	I feel it was well managed and a very informative session. My inability to participate more was the only negative aspect and that is no fault of t... I feel it was well managed and a very informative session. My inability to participate more was the only negative aspect and that is no fault of the our Infotech rep! For the savings, this is difficult to produce as our investment in the platform is limited based on recent refocusing of funds within GOC. I do feel the benefits of a visual roadmap that aligns with our end state is critical and will be used to help drive prioritization of our limited resources to the key capabilities that bring us towards to end state vision.

Member Testimonials
Client	Coreio Inc.
Experience	Guided Implementation
Impact	8/10
$ Saved	$1,900
Days Saved	5
Testimonial

Member Testimonials
Client	Regional Transportation Authority
Experience	Guided Implementation
Impact	8/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Best part is the analyst reminding the importance of establishing goals for ITSM deployment. No worst part. Best part is the analyst reminding the importance of establishing goals for ITSM deployment. No worst part.

Member Testimonials
Client	CAF - Corporacion Andina de Fomento
Experience	Workshop
Impact	10/10
$ Saved	$68,000
Days Saved	47
Testimonial

Member Testimonials
Client	Oneida Nation
Experience	Guided Implementation
Impact	9/10
$ Saved	N/A
Days Saved	50
Testimonial

Member Testimonials
Client	Statistics Canada
Experience	Guided Implementation
Impact	9/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Still too early to answer the previous questions on time and money but very excited about the prospect of exploring this work further. Really enjo... Still too early to answer the previous questions on time and money but very excited about the prospect of exploring this work further. Really enjoyed this first session with Greg. I think he will be a great match for us to help navigate the next steps towards maturity and added business value / positive outcomes.

Member Testimonials
Client	Mallette S.E.N.C.R.L.
Experience	Guided Implementation
Impact	8/10
$ Saved	$5,000
Days Saved	5
Testimonial	Sandi do a great job for helping us prioritize everything and explaining where we should start our journey. Sandi do a great job for helping us prioritize everything and explaining where we should start our journey.

Member Testimonials
Client	Greenstone Financial Services Pty Ltd.
Experience	Guided Implementation
Impact	10/10
$ Saved	$22,750
Days Saved	5
Testimonial	Made the steps easier to navigate given the volume of material available. Made the steps easier to navigate given the volume of material available.

Member Testimonials
Client	Omaha Public Power District
Experience	Workshop
Impact	9/10
$ Saved	$272K
Days Saved	110
Testimonial	Best part: Team engagement and learnings from Info-Tech expertise Worst part: Time commitment Best part: Team engagement and learnings from Info-Tech expertise Worst part: Time commitment

Member Testimonials
Client	County Of Kenosha
Experience	Workshop
Impact	10/10
$ Saved	$13,700
Days Saved	10
Testimonial	We had a small-ish group of us, so it was nice to be able to talk through a lot of the topics and make sure everyone's voice was heard. We had a small-ish group of us, so it was nice to be able to talk through a lot of the topics and make sure everyone's voice was heard.

Member Testimonials
Client	Australian Broadcasting Corporation
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Valence’s depth of knowledge and his vast experience in service mgmt combined with his commitment to achieve the right outcomes for the ABC made i... Valence’s depth of knowledge and his vast experience in service mgmt combined with his commitment to achieve the right outcomes for the ABC made it an absolute pleasure to work with him achieving the progress we had to date and I am looking forward to the continued success in this engagement.

Member Testimonials
Client	Australian Broadcasting Corporation
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Found the work we are currently doing with was very productive and valuable - greatly appreciate the approach and engagement style from Valence inc... Found the work we are currently doing with was very productive and valuable - greatly appreciate the approach and engagement style from Valence including his knowledge and flexibility. I am looking forward to working together to achieve the intended outcomes that will greatly benifit the Australian Broadcasting Corporation.

Member Testimonials
Client	Grinnell College
Experience	Workshop
Impact	9/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Best - generation of conversations and bringing to light experiences and examples from the team. Worst - if I had to pick something, perhaps the r... Best - generation of conversations and bringing to light experiences and examples from the team. Worst - if I had to pick something, perhaps the repetition of some of the examples by the facilitator.

Member Testimonials
Client	Alabama Department Of Human Resources
Experience	Workshop
Impact	9/10
$ Saved	N/A
Days Saved	5
Testimonial	The best part of the workshop was bringing awareness and understanding to my team about the importance of ITSM. Overall the workshop was great! At ... The best part of the workshop was bringing awareness and understanding to my team about the importance of ITSM. Overall the workshop was great! At this time, I can not measure the financial impact. However, if we follow and clean up some of our processes, we can save thousands of dollars, significantly condensing the time it takes to do our work.

Member Testimonials
Client	TriMet
Experience	Workshop
Impact	4/10
$ Saved	N/A
Days Saved	1
Testimonial	Folks uniformly say that we wish we'd spent more time on the roadmap. We can't understand why that work was left so late. There was too much focus ... Folks uniformly say that we wish we'd spent more time on the roadmap. We can't understand why that work was left so late. There was too much focus on service desk and break/fix end-user support, which is only one part of service management. In our pre-workshop briefings, and in our feedback sessions during the workshop, we asked for a more balanced approach, but it didn't happen. The worst thing is that we were blindsided by an exercise in which Joe inexcusably decided to take it upon himself to facilitate the drafting of our mission, vision, and values. (The workshop materials noted that we'd work on service desk MVV, not IT MVV--very, very different.) Joe seems to have a good understanding of service management, and he did some things well as a facilitator; the group certainly was vocal, which I appreciate. He did not deliver on some of the key objectives of a facilitator: ensuring all voices were heard and conversation was not dominated by a few; listening and asking open-ended questions and letting the team own the results; and (most seriously) delivery of a roadmap, which was the core promise of the workshop. Perhaps in future, a SME could be paired with a trained facilitator to deliver a workshop like this.

Member Testimonials
Client	Fairbanks Morse Defense
Experience	Guided Implementation
Impact	9/10
$ Saved	$2,393
Days Saved	5
Testimonial

Member Testimonials
Client	Washington Department of Fish and Wildlife
Experience	Workshop
Impact	10/10
$ Saved	$12,599
Days Saved	5
Testimonial	Never enough time for training! Never enough time for training!

Member Testimonials
Client	Waterloo Region District School Board
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	5
Testimonial

Member Testimonials
Client	Red Hat, Inc.
Experience	Workshop
Impact	8/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Denis did a nice job of balancing the varying maturity levels across the organizations participating in the workshop, and did great with synthesizi... Denis did a nice job of balancing the varying maturity levels across the organizations participating in the workshop, and did great with synthesizing the conversation into deliverables provided daily and at the end of the week. Red Hat still has decisions to make on how we move forward but this has given us material to start influencing that decision.

Member Testimonials
Client	Federated Co-operatives Limited
Experience	Workshop
Impact	9/10
$ Saved	$100K
Days Saved	20
Testimonial	Joe was an excellent facilitator! Conversation and discussion is a huge part of the value. Really enjoyed it, and we look forward to carrying fo... Joe was an excellent facilitator! Conversation and discussion is a huge part of the value. Really enjoyed it, and we look forward to carrying forward and building out this foundational plan.

Member Testimonials
Client	The Blue Cross and Blue Shield Association
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	10
Testimonial

Member Testimonials
Client	Motor Oil
Experience	Guided Implementation
Impact	9/10
$ Saved	$16,905
Days Saved	4
Testimonial

Member Testimonials
Client	Waterloo Region District School Board
Experience	Guided Implementation
Impact	9/10
$ Saved	N/A
Days Saved	20
Testimonial

Member Testimonials
Client	The Canadian Food Inspection Agency
Experience	Workshop
Impact	10/10
$ Saved	$300K
Days Saved	75
Testimonial	Best part of the experience was to do the workshop as a team, the worst part is not being able to include others due to calendar, logistics. Very ... Best part of the experience was to do the workshop as a team, the worst part is not being able to include others due to calendar, logistics. Very good facilitation. Thank you.

Member Testimonials
Client	CNSI
Experience	Workshop
Impact	7/10
$ Saved	N/A
Days Saved	N/A
Testimonial	The workshop helped identify some overarching themes that need our attention within our organization and this was extremely useful. The initial par... The workshop helped identify some overarching themes that need our attention within our organization and this was extremely useful. The initial part of the workshop could have been more focused.

Member Testimonials
Client	Darling Ingredients
Experience	Guided Implementation
Impact	9/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Discussion the topic gave clarity on where we have to start to ensure we make positive progress. Discussion the topic gave clarity on where we have to start to ensure we make positive progress.

Member Testimonials
Client	Michigan State Court Administrative Office (SCAO)
Experience	Guided Implementation
Impact	10/10
$ Saved	$68,500
Days Saved	115
Testimonial	Highly experienced advisor was able to quickly understand my needs and hit me right where my needs are today. Highly experienced advisor was able to quickly understand my needs and hit me right where my needs are today.

Member Testimonials
Client	4Wall Entertainment
Experience	Workshop
Impact	10/10
$ Saved	$12,399
Days Saved	20
Testimonial

Member Testimonials
Client	Daifuku North America Holding Company
Experience	Workshop
Impact	10/10
$ Saved	$61,999
Days Saved	50
Testimonial	Our facilitators were fantastic. Very passionate and very engaging. Our facilitators were fantastic. Very passionate and very engaging.

Member Testimonials
Client	Experience	Impact	$ Saved	Days Saved	Testimonial
Town of Okotoks	Workshop	10/10	$25,000	20
Statistics Canada	Workshop	10/10	N/A	N/A	I feel it was well managed and a very informative session. My inability to participate more was the only negative aspect and that is no fault of t... I feel it was well managed and a very informative session. My inability to participate more was the only negative aspect and that is no fault of the our Infotech rep! For the savings, this is difficult to produce as our investment in the platform is limited based on recent refocusing of funds within GOC. I do feel the benefits of a visual roadmap that aligns with our end state is critical and will be used to help drive prioritization of our limited resources to the key capabilities that bring us towards to end state vision.
Coreio Inc.	Guided Implementation	8/10	$1,900	5
Regional Transportation Authority	Guided Implementation	8/10	N/A	N/A	Best part is the analyst reminding the importance of establishing goals for ITSM deployment. No worst part. Best part is the analyst reminding the importance of establishing goals for ITSM deployment. No worst part.
CAF - Corporacion Andina de Fomento	Workshop	10/10	$68,000	47
Oneida Nation	Guided Implementation	9/10	N/A	50
Statistics Canada	Guided Implementation	9/10	N/A	N/A	Still too early to answer the previous questions on time and money but very excited about the prospect of exploring this work further. Really enjo... Still too early to answer the previous questions on time and money but very excited about the prospect of exploring this work further. Really enjoyed this first session with Greg. I think he will be a great match for us to help navigate the next steps towards maturity and added business value / positive outcomes.
Mallette S.E.N.C.R.L.	Guided Implementation	8/10	$5,000	5	Sandi do a great job for helping us prioritize everything and explaining where we should start our journey. Sandi do a great job for helping us prioritize everything and explaining where we should start our journey.
Greenstone Financial Services Pty Ltd.	Guided Implementation	10/10	$22,750	5	Made the steps easier to navigate given the volume of material available. Made the steps easier to navigate given the volume of material available.
Omaha Public Power District	Workshop	9/10	$272K	110	Best part: Team engagement and learnings from Info-Tech expertise Worst part: Time commitment Best part: Team engagement and learnings from Info-Tech expertise Worst part: Time commitment
County Of Kenosha	Workshop	10/10	$13,700	10	We had a small-ish group of us, so it was nice to be able to talk through a lot of the topics and make sure everyone's voice was heard. We had a small-ish group of us, so it was nice to be able to talk through a lot of the topics and make sure everyone's voice was heard.
Australian Broadcasting Corporation	Guided Implementation	10/10	N/A	N/A	Valence’s depth of knowledge and his vast experience in service mgmt combined with his commitment to achieve the right outcomes for the ABC made i... Valence’s depth of knowledge and his vast experience in service mgmt combined with his commitment to achieve the right outcomes for the ABC made it an absolute pleasure to work with him achieving the progress we had to date and I am looking forward to the continued success in this engagement.
Australian Broadcasting Corporation	Guided Implementation	10/10	N/A	N/A	Found the work we are currently doing with was very productive and valuable - greatly appreciate the approach and engagement style from Valence inc... Found the work we are currently doing with was very productive and valuable - greatly appreciate the approach and engagement style from Valence including his knowledge and flexibility. I am looking forward to working together to achieve the intended outcomes that will greatly benifit the Australian Broadcasting Corporation.
Grinnell College	Workshop	9/10	N/A	N/A	Best - generation of conversations and bringing to light experiences and examples from the team. Worst - if I had to pick something, perhaps the r... Best - generation of conversations and bringing to light experiences and examples from the team. Worst - if I had to pick something, perhaps the repetition of some of the examples by the facilitator.
Alabama Department Of Human Resources	Workshop	9/10	N/A	5	The best part of the workshop was bringing awareness and understanding to my team about the importance of ITSM. Overall the workshop was great! At ... The best part of the workshop was bringing awareness and understanding to my team about the importance of ITSM. Overall the workshop was great! At this time, I can not measure the financial impact. However, if we follow and clean up some of our processes, we can save thousands of dollars, significantly condensing the time it takes to do our work.
TriMet	Workshop	4/10	N/A	1	Folks uniformly say that we wish we'd spent more time on the roadmap. We can't understand why that work was left so late. There was too much focus ... Folks uniformly say that we wish we'd spent more time on the roadmap. We can't understand why that work was left so late. There was too much focus on service desk and break/fix end-user support, which is only one part of service management. In our pre-workshop briefings, and in our feedback sessions during the workshop, we asked for a more balanced approach, but it didn't happen. The worst thing is that we were blindsided by an exercise in which Joe inexcusably decided to take it upon himself to facilitate the drafting of our mission, vision, and values. (The workshop materials noted that we'd work on service desk MVV, not IT MVV--very, very different.) Joe seems to have a good understanding of service management, and he did some things well as a facilitator; the group certainly was vocal, which I appreciate. He did not deliver on some of the key objectives of a facilitator: ensuring all voices were heard and conversation was not dominated by a few; listening and asking open-ended questions and letting the team own the results; and (most seriously) delivery of a roadmap, which was the core promise of the workshop. Perhaps in future, a SME could be paired with a trained facilitator to deliver a workshop like this.
Fairbanks Morse Defense	Guided Implementation	9/10	$2,393	5
Washington Department of Fish and Wildlife	Workshop	10/10	$12,599	5	Never enough time for training! Never enough time for training!
Waterloo Region District School Board	Workshop	10/10	N/A	5
Red Hat, Inc.	Workshop	8/10	N/A	N/A	Denis did a nice job of balancing the varying maturity levels across the organizations participating in the workshop, and did great with synthesizi... Denis did a nice job of balancing the varying maturity levels across the organizations participating in the workshop, and did great with synthesizing the conversation into deliverables provided daily and at the end of the week. Red Hat still has decisions to make on how we move forward but this has given us material to start influencing that decision.
Federated Co-operatives Limited	Workshop	9/10	$100K	20	Joe was an excellent facilitator! Conversation and discussion is a huge part of the value. Really enjoyed it, and we look forward to carrying fo... Joe was an excellent facilitator! Conversation and discussion is a huge part of the value. Really enjoyed it, and we look forward to carrying forward and building out this foundational plan.
The Blue Cross and Blue Shield Association	Guided Implementation	10/10	N/A	10
Motor Oil	Guided Implementation	9/10	$16,905	4
Waterloo Region District School Board	Guided Implementation	9/10	N/A	20
The Canadian Food Inspection Agency	Workshop	10/10	$300K	75	Best part of the experience was to do the workshop as a team, the worst part is not being able to include others due to calendar, logistics. Very ... Best part of the experience was to do the workshop as a team, the worst part is not being able to include others due to calendar, logistics. Very good facilitation. Thank you.
CNSI	Workshop	7/10	N/A	N/A	The workshop helped identify some overarching themes that need our attention within our organization and this was extremely useful. The initial par... The workshop helped identify some overarching themes that need our attention within our organization and this was extremely useful. The initial part of the workshop could have been more focused.
Darling Ingredients	Guided Implementation	9/10	N/A	N/A	Discussion the topic gave clarity on where we have to start to ensure we make positive progress. Discussion the topic gave clarity on where we have to start to ensure we make positive progress.
Michigan State Court Administrative Office (SCAO)	Guided Implementation	10/10	$68,500	115	Highly experienced advisor was able to quickly understand my needs and hit me right where my needs are today. Highly experienced advisor was able to quickly understand my needs and hit me right where my needs are today.
4Wall Entertainment	Workshop	10/10	$12,399	20
Daifuku North America Holding Company	Workshop	10/10	$61,999	50	Our facilitators were fantastic. Very passionate and very engaging. Our facilitators were fantastic. Very passionate and very engaging.

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About Info-Tech Research Group

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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