Build a Roadmap for Service Management Agility

Use Agile principles to focus on value and deliver high-quality services.

Onsite Workshop

An inflexible service management practice that fails to deliver timely services can cause many pain points:

  • Business and IT teams that are disengaged and do not have tight integration.
  • Stakeholders who are unsatisfied with the services provided.
  • Loss of IT credibility and support for IT due to inflexible or slow service delivery.

Agility in service management will:

  • Increase business satisfaction and organizational confidence in IT.
  • Increase the flexibility and responsiveness of service delivery to the business.
  • Improve collaboration between teams within IT and between business and IT.
  • Improve the relationship and communication between stakeholders and IT.
  • Build an environment suitable for innovation with motivated staff.

Module 1: Define the Optimal States for Agility in Service Management

The Purpose

  • Understand agility and how it can complement service management.
  • Understand how the components of culture, structure, processes, and resources enable agility in service management.

Key Benefits Achieved

  • Clear understanding of Agile principles.
  • Identifying opportunities for agility.
  • Understanding of how Agile principles align with service management.

Activities: Outputs:
1.1 Understand agility.
  • Summary of Agile principles.
1.2 Understand how Agile methodologies can complement service management through culture, structure, processes, and resources.
  • Summary of optimal components in culture, structure, processes, and resources that enable agility.

Module 2: Assess Your Current State of Agility in Service Management

The Purpose

  • Assess your current organizational agility with respect to culture, structure, processes, and resources.
  • Identify your agility strengths and weaknesses with the agility score.

Key Benefits Achieved

  • Understand your organization’s current enablers and constraints for agility.
  • Have metrics to identify strengths or weaknesses in culture, structure, processes, and resources.

Activities: Outputs:
2.1 Complete an agility assessment.
  • Assessment score of current state of agility.

Module 3: Build the Roadmap for Service Management Agility

The Purpose

  • Determine the gaps between the current and optimal states for agility.
  • Create a roadmap for service management agility.
  • Create a stakeholders presentation.

Key Benefits Achieved

  • Have a completed custom roadmap that will help build sustainable agility into your service management practice.
  • Present the roadmap to key stakeholders to communicate your plans and get organizational buy-in.

Activities: Outputs:
3.1 Create a custom roadmap for service management agility.
  • Completed roadmap for service management agility.
3.2 Create a stakeholders presentation on service management agility.
  • Completed stakeholders presentation on service management agility.

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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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