Create a Service Management Roadmap
Implement service management in an order that makes sense.
Onsite Workshop
Lack of a service management roadmap leads to:
- Inconsistent adoption of holistic practices that can lead to a chaotic service delivery model that results in poor customer satisfaction.
- Little structure, formalization, or standardization in the way IT services are designed and managed, leading to diminishing service quality and low business satisfaction.
- An image problem. IT organizations want to be seen as strategic partners, but they fail to address the cultural and organizational constraints.
- Poor alignment with the business goals, leading to services often failing to provide the expected value.
Ensure you are designing your roadmap using best practices by:
- Following Info-Tech’s methodology to create a service management roadmap that will help guide the optimization of your IT services and improve IT’s value to the business.
- Following the blueprint to help you right-size your roadmap to best suit your specific needs and goals and will provide structure, ownership, and direction for service management.
- Accurately identifying the current state of service management at your organization. Customize the roadmap and create a step-by-step plan to achieve your target service management state.
Module 1: Understand Service Management
The Purpose
Understand service management.
Key Benefits Achieved
Gain a common understanding of service management, the forces that impact your roadmap, and the Info-Tech Service Management Maturity Model.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Understand service management. |
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| 1.2 | Build a compelling vision and mission. |
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Module 2: Assess the Current State of Service Management
The Purpose
- Assess the organization’s current service management capabilities.
Key Benefits Achieved
- Understand attitudes, behaviors, and culture.
- Understand governance and process ownership needs.
- Understand strengths, weaknesses, opportunities, and threats.
- Defined desired state.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Assess cultural ABCs. |
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| 2.2 | Assess governance needs. |
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| 2.3 | Perform SWOT analysis. |
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| 2.4 | Define desired state. |
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Module 3: Continue Current-State Assessment
The Purpose
- Assess the organization’s current service management capabilities.
Key Benefits Achieved
- Understand the current maturity of service management processes.
- Understand organizational change management capabilities.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Perform service management process maturity assessment. |
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| 3.2 | Complete OCM capability assessment. |
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| 3.3 | Identify roadmap themes. |
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Module 4: Build Roadmap and Communication Tool
The Purpose
- Use outputs from previous steps to build your roadmap and communication one-pagers.
Key Benefits Achieved
- Easy-to-understand roadmap one-pager
- Communication one-pager
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Build roadmap one-pager. |
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| 4.2 | Build communication one-pager. |
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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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