Build on a strong foundation to achieve higher-value service management practices.
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.
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.
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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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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