Know where you are, where to start, and how to get there.
Onsite Workshop
Poor service management processes can lead to many pains across the organization:
Frequent service-impacting incidents
Low satisfaction with the service desk
High percent of failed deployments
Frequent change-related incidents
Frequent recurring incidents
Inability to find root cause
No communication with the business
Our methodology will help you create a service management roadmap that will guide the optimization of your IT services and improve IT’s value to the business:
Increase the quality of services that IT provides to the business
Increase business satisfaction through higher business approval of IT services
Lower cost to design, implement, and manage services
Better resource utilization, including staff, tools, and budget
Module 1: Launch the Project
The Purpose
Assemble a well-balanced project team and engage with key stakeholders.
Key Benefits Achieved
A project team that has representation from all major IT teams and support from key stakeholders.
Activities:
Outputs:
1.1
Create a powerful, succinct mission statement.
A mission statement based on the objectives of this project and the benefits that it will achieve
1.2
Assemble the project team
A plan to engage and communicate with the project team early and proactively
1.3
Identify project stakeholders and create communication plan.
A communication message that will best gain stakeholder support
1.4
Use metrics to track the success of the project.
A method to measure the success of this project
Module 2: Assess Current State of Service Management
The Purpose
Determine maturity of current service management processes.
Key Benefits Achieved
Understanding of overall maturity level as well as individual process maturity level.
Activities:
Outputs:
2.1
Gather feedback from users regarding IT services.
An unbiased view of how end users view IT service delivery
2.2
Complete the assessment.
All three parts of the assessment completed with consideration of the feedback received from the business
2.3
Interpret the results of the assessment.
Consensus on the overall maturity of your service management processes and individual process maturity
Module 3: Identify Target Service Management State
The Purpose
Determine a realistic target state given current capabilities and constraints.
Key Benefits Achieved
A target state that all project team members agree on.
Activities:
Outputs:
3.1
Understand the different target states.
Understanding of the difference in the objectives and what processes are included in each state
3.2
Select target state.
Target state selected based on current state, most urgent pain points, and potential constraints
Module 4: Build the Service Management Roadmap
The Purpose
Build a roadmap for future implementation.
Key Benefits Achieved
A well-organized, documented service management plan that provides direction for the near future.
Activities:
Outputs:
4.1
Identify the processes in your roadmap.
Processes identified on the roadmap with an overview of the objectives, benefits, and activities of each process
4.2
Build the roadmap.
Processes and accompanying activities documented in the roadmap, including start date, end date, task owner, and potential risks
4.3
Present to stakeholders.
Customized stakeholder presentation to gain the approval of senior stakeholders and propel project success
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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