Create a Service Management Roadmap

Implement service management in an order that makes sense.

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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.

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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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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.
  • Constraints and enablers chart
1.2 Build a compelling vision and mission.
  • Service management vision, mission, and values

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.
  • Cultural improvements action items
2.2 Assess governance needs.
  • Governance action items
2.3 Perform SWOT analysis.
  • SWOT analysis action items
2.4 Define desired state.
  • Defined desired state

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.
  • Service management process maturity activities
3.2 Complete OCM capability assessment.
  • OCM action items
3.3 Identify roadmap themes.
  • Roadmap themes

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.
  • Service management roadmap
4.2 Build communication one-pager.
  • Service management roadmap – Brought to Life communication slide
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