Besides the small introduction, subscribers and consulting clients within this management domain have access to:
Kick-off the project and complete the project charter.
Determine the current state for service management practices.
Build your roadmap with identified initiatives.
Create the communication slide that demonstrates how things will change, both short and long term.
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 delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Understand service management.
Gain a common understanding of service management, the forces that impact your roadmap, and the Info-Tech Service Management Maturity Model.
1.1 Understand service management.
1.2 Build a compelling vision and mission.
Constraints and enablers chart
Service management vision, mission, and values
Assess the organization’s current service management capabilities.
Understand attitudes, behaviors, and culture.
Understand governance and process ownership needs.
Understand strengths, weaknesses, opportunities, and threats.
Defined desired state.
2.1 Assess cultural ABCs.
2.2 Assess governance needs.
2.3 Perform SWOT analysis.
2.4 Define desired state.
Cultural improvements action items
Governance action items
SWOT analysis action items
Defined desired state
Assess the organization’s current service management capabilities.
Understand the current maturity of service management processes.
Understand organizational change management capabilities.
3.1 Perform service management process maturity assessment.
3.2 Complete OCM capability assessment.
3.3 Identify roadmap themes.
Service management process maturity activities
OCM action items
Roadmap themes
Use outputs from previous steps to build your roadmap and communication one-pagers.
Easy-to-understand roadmap one-pager
Communication one-pager
4.1 Build roadmap one-pager.
4.2 Build communication one-pager.
Service management roadmap
Service management roadmap – Brought to Life communication slide
"More than 80% of the larger enterprises we’ve worked with start out wanting to develop advanced service management practices without having the cultural and organizational basics or foundational practices fully in place. Although you wouldn’t think this would be the case in large enterprises, again and again IT leaders are underestimating the importance of cultural and foundational aspects such as governance, management practices, and understanding business value. You must have these fundamentals right before moving on."
Tony Denford,
Research Director – CIO
Info-Tech Research Group
Having effective service management practices in place will allow you to pursue activities such as innovation and drive the business forward. Addressing foundational elements like business alignment and management practices will enable you to build effective core practices that deliver business value. Consistent leadership support and engagement is essential to allow practitioners to focus on delivering expected outcomes.
Immaturity in service management will not result in one pain – rather, it will create a chaotic environment for the entire organization, crippling IT’s ability to deliver and perform.
Low Service Management Maturity
These are some of the pains that can be attributed to poor service management practices.
And there are many more…
In 2004, PwC published a report titled “IT Moves from Cost Center to Business Contributor.” However, the 2014-2015 CSC Global CIO Survey showed that a high percentage of IT is still considered a cost center.
And low maturity of service management practices is inhibiting activities such as agility, DevOps, digitalization, and innovation.
39%: Resources are primarily focused on managing existing IT workloads and keeping the lights on.
31%: Too much time and too many resources are used to handle urgent incidents and problems.
Effective service management is a journey that encompasses a series of initiatives that improves the value of services delivered.
Service desk is the foundation, since it is the main end-user touch point, but service management is a set of people and processes required to deliver business-facing services.
The tool is part of the overall service management program, but the people and processes must be in place before implementing.
Service management development is a series of initiatives that takes into account an organization’s current state, maturity, capacities, and objectives.
A successful service management program takes into account the dependencies of processes.
Service management is about delivering high-value and high-quality services.
As an organization progresses on the service management journey, its ability to deliver high-value and high-quality services increases.
Preventing incidents is the name of the game.
Service management is about understanding what’s going on with user-facing services and proactively improving service quality.
Service management is about business/user-facing services and the value the services provide to the business.
Understand your customers and what they value, and design your practices to deliver this value.
Don't run before you can walk. Fundamental practices must reach the maturity threshold before developing advanced practices. Implement continuous improvement on your existing processes so they continue to support new practices.
Our best-practice research is based on extensive experience working with clients through advisory calls and workshops.
Info-Tech can help you create a customized, low-effort, and high-value service management roadmap that will shore up any gaps, prove IT’s value, and achieve business satisfaction.
With our methodology, you can expect the following:
Doing it right the first time around
You will see these benefits at the end
✓ Increase the quality of services IT provides to the business.
✓ Increase business satisfaction through higher alignment of IT services.
✓ Lower cost to design, implement, and manage services.
✓ Better resource utilization, including staff, tools, and budget.
Focus on behaviors and expected outcomes before processes.
Continued leadership support of the foundational elements will allow delivery teams to provide value to the business. Set the expectation of the desired maturity level and allow teams to innovate.
Before moving to advanced service management practices, you must ensure that the foundational and core elements are robust enough to support them. Leadership must nurture these practices to ensure they are sustainable and can support higher value, more mature practices.
Assemble a team with the right talent and vision to increase the chances of project success.
Understand where you are currently on the service management journey using the maturity assessment tool.
Based on the assessments, build a roadmap to address areas for improvement.
Based on the roadmap, define the current state, short- and long-term visions for each major improvement area.
Ideally, the CIO should be the project sponsor, even the project leader. At a minimum, the CIO needs to perform the following activities:
Improving or adopting any new practice is difficult, especially for a project of this size. Thus, the CIO needs to show visible support for this project through internal communication and dedicated resources to help complete this project.
Most likely, the implementation of this project will be lengthy and technical in some nature. Therefore, the project leader must have a good understanding of the current IT structure, senior standing within the organization, and the relationship and power in place to propel people into action.
Determine a realistic target state for the organization based on current capability and resource/budget restraints.
Reinforce or re-emphasize the importance of this project to the organization through various communication channels if needed.
Industry: Manufacturing
Source: Engagement
Original Plan
Revised Plan with Service Management Roadmap:
MORAL OF THE STORY:
Understanding the value of each service allowed the organization to focus effort on high-return activities rather than continuous fire fighting.
Industry: Manufacturing
Source: Engagement
Original Plan
Revised Plan with Service Management Roadmap:
MORAL OF THE STORY:
Make sure that you understand which processes need to be reviewed in order to determine the cause for service instability. Focusing on the proactive processes was the right answer for this company.
Industry: Healthcare
Source:Journal of American Medical Informatics Association
Original Plan
Revised Plan: with Service Management Roadmap:
MORAL OF THE STORY:
Before you build and publish a service catalog, make sure that you understand how the business is using the IT services that you provide.
To measure the value of developing your roadmap using the Info-Tech tools and methodology, you must calculate the effort saved by not having to develop the methods.
Using Info-Tech’s tools and methodology you can accurately estimate the effort to develop a roadmap using industry-leading research into best practice.
This metric represents the time your team would take to be able to effectively assess themselves and develop a roadmap that will lead to service management excellence.
Measured Value |
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Step 1: Assess current state |
Cost to assess current state:
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Step 2: Build the roadmap |
Cost to create service management roadmap:
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Step 3: Develop the communication slide |
Cost to create roadmaps for phases:
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Potential financial savings from using Info-Tech resources: |
Estimated cost to do “B” – (Step 1 ($A) + Step 2 ($B) + Step 3 ($C)) = $Total Saving |
"Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful."
"Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keeps us on track."
"We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place."
"Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project."
Launch the project |
Assess the current state |
Build the roadmap |
Build communication slide |
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Best-Practice Toolkit |
1.1 Create a powerful, succinct mission statement 1.2 Assemble a project team with representatives from all major IT teams 1.3 Determine project stakeholders and create a communication plan 1.4 Establish metrics to track the success of the project |
2.1 Assess impacting forces 2.2 Build service management vision, mission, and values 2.3 Assess attitudes, behaviors, and culture 2.4 Assess governance 2.5 Perform SWOT analysis 2.6 Identify desired state 2.7 Assess SM maturity 2.8 Assess OCM capabilities |
3.1 Document overall themes 3.2 List individual initiatives |
4.1 Document current state 4.2 List future vision |
Guided Implementations |
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Onsite Workshop |
Module 1: Launch the project |
Module 2: Assess current service management maturity |
Module 3: Complete the roadmap |
Module 4: Complete the communication slide |
Contact your account representative or email Workshops@InfoTech.com for more information
Workshop Day 1 |
Workshop Day 2 |
Workshop Day 3 |
Workshop Day 4 |
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Activities |
Understand Service Management 1.1 Understand the concepts and benefits of service management. 1.2 Understand the changing impacting forces that affect your ability to deliver services. 1.3 Build a compelling vision and mission for your service management program. |
Assess the Current State of Your Service Management Practice 2.1 Understand attitudes, behaviors, and culture. 2.2 Assess governance and process ownership needs. 2.3 Perform SWOT analysis. 2.4 Define the desired state. |
Complete Current-State Assessment 3.1 Conduct service management process maturity assessment. 3.2 Identify organizational change management capabilities. 3.3 Identify themes for roadmap. |
Build Roadmap and Communication Tool 4.1 Build roadmap one-pager. 4.2 Build roadmap communication one-pager. |
Deliverables |
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Complete these steps on your own, or call us to complete a guided implementation. A guided implementation is a series of 2-3 advisory calls that help you execute each phase of a project. They are included in most advisory memberships.
Guided Implementation 1: Launch the Project |
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Step 1.1 – Kick-off the Project Start with an analyst kick-off call:
Then complete these activities…
With these tools & templates:
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Step 1.2 – Complete the Charter Review findings with analyst:
Then complete these activities…
With these tools & templates:
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The Service Management Roadmap Project Charter is used to govern the initiative throughout the project. It provides the foundation for project communication and monitoring.
The template has been pre-populated with sample information appropriate for this project. Please review this sample text and change, add, or delete information as required.
The charter includes the following sections:
Adapt and personalize Info-Tech’s Service Management Roadmap Mission Statement and Goals & Objectives below to suit your organization’s needs.
To help [Organization Name] develop a set of service management practices that will better address the overarching goals of the IT department.
To create a roadmap that sequences initiatives in a way that incorporates best practices and takes into consideration dependencies and prerequisites between service management practices.
To garner support from the right people and obtain executive buy-in for the roadmap.
The project leader should be a member of your IT department’s senior executive team with goals and objectives that will be impacted by service management implementation. The project leader should possess the following characteristics:
Identify
The project team members are the IT managers and directors whose day-to-day lives will be impacted by the service management roadmap and its implementation. The service management initiative will touch almost every IT staff member in the organization; therefore, it is important to have representatives from every single group, including those that are not mentioned. Some examples of individuals you should consider for your team:
Engage & Communicate
You want to engage your project participants in the planning process as much as possible. They should be involved in the current-state assessment, the establishment of goals and objectives, and the development of your target state.
To sell this project, identify and articulate how this project and/or process will improve the quality of their job. For example, a formal incident management process will benefit people working at the service desk or on the applications or infrastructure teams. Helping them understand the gains will help to secure their support throughout the long implementation process by giving them a sense of ownership.
When managing stakeholders, it is important to help them understand their stake in the project as well as their own personal gain that will come out of this project.
For many of the stakeholders, they also play a critical role in the development of this project.
The CIO should be actively involved in the planning stage to help determine current and target stage.
The CIO also needs to promote and sell the project to the IT team so they can understand that higher maturity of service management practices will allow IT to be seen as a partner to the business, giving IT a seat at the table during decision making.
Service Delivery Managers are directly responsible for the quality and value of services provided to the business owners. Thus, the Service Delivery Managers have a very high stake in the project and should be considered for the role of project leader.
Service Delivery Managers need to work closely with the process owners of each service management process to ensure clear objectives are established and there is a common understanding of what needs to be achieved.
The Committee should be informed and periodically updated about the progress of the project.
The Manager of the Service Desk should participate closely in the development of fundamental service management processes, such as service desk, incident management, and problem management.
Having a more established process in place will create structure, governance, and reduce service desk staff headaches so they can handle requests or incidents more efficiently.
The Manager of Applications and Infrastructure should be heavily relied on for their knowledge of how technology ties into the organization. They should be consulted regularly for each of the processes.
This project will also benefit them directly, such as improving the process to deploy a fix into the environment or manage the capacity of the infrastructure.
As the IT organization moves up the maturity ladder, the Business Relationship Manager will play a fundamental role in the more advanced processes, such as business relationship management, demand management, and portfolio management.
This project will be an great opportunity for the Business Relationship Manager to demonstrate their value and their knowledge of how to align IT objectives with business vision.
One of the top challenges for organizations embarking on a service management journey is to manage the magnitude of the project. To ensure the message is not lost, communicate this roadmap in two steps.
1. Communicate the roadmap initiative
The most important message to send to the IT organization is that this project will benefit them directly. Articulate the pains that IT is currently experiencing and explain that through more mature service management, these pains can be greatly reduced and IT can start to earn a place at the table with the business.
2. Communicate the implementation of each process separately
The communication of process implementation should be done separately and at the beginning of each implementation. This is to ensure that IT staff do not feel overwhelmed or overloaded. It also helps to keep the project more manageable for the project team.
Continuously monitor feedback and address concerns throughout the entire process
Key aspects of a communication plan
The methods of communication (e.g. newsletters, email broadcast, news of the day, automated messages) notify users of implementation.
In addition, it is important to know who will deliver the message (delivery strategy). You need IT executives to deliver the message – work hard on obtaining their support as they are the ones communicating to their staff and should be your project champions.
Anticipate organizational changes
The implementation of the service management roadmap will most likely lead to organizational changes in terms of structure, roles, and responsibilities. Therefore, the team should be prepared to communicate the value that these changes will bring.
Communicating Change
This project cannot be successfully completed without the support of senior IT management.
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1.1
Create a powerful, succinct mission statement
Using Info-Tech’s sample mission statement as a guide, build your mission statement based on the objectives of this project and the benefits that this project will achieve. Keep the mission statement short and clear.
1.2
Assemble the project team
Create a project team with representatives from all major IT teams. Engage and communicate to the project team early and proactively.
1.3
Identify project stakeholders and create a communication plan
Info-Tech will help you identify key stakeholders who have a vested interest in the success of the project. Determine the communication message that will best gain their support.
1.4
Use metrics to track the success of the project
The onsite analyst will help the project team determine the appropriate metrics to measure the success of this project.
Call 1-888-670-8889 or email GuidedImplementations@InfoTech.com for more information.
Complete these steps on your own, or call us to complete a guided implementation. A guided implementation is a series of 2-3 advisory calls that help you execute each phase of a project. They are included in most advisory memberships.
Guided Implementation 2: Determine Your Service Management Current State | |||||||
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Step 2.1 – Assess Impacting Forces Start with an analyst kick-off call:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 2.2 – Build Vision, Mission, and Values Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 2.3 – Assess Attitudes, Behaviors, and Culture Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 2.4 – Assess Governance Needs Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 2.5 – Perform SWOT Analysis Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 2.6 – Identify Desired State Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 2.7 – Perform SM Maturity Assessment Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template Service Management Maturity Assessment | Step 2.8 – Review OCM Capabilities Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template Organizational Change Management Assessment |
Effective service management requires a mix of different approaches and practices that best fit your organization. There’s not a one-size-fits-all solution. Consider the resources, environment, emerging technologies, and management practices facing your organization. What items can you leverage or use to mitigate to move your service management program forward?
The Service Management Roadmap Presentation Template will help you understand the business environment you need to consider as you build out your roadmap.
Discuss and document constraints and enablers related to the business environment, available resources, management practices, and emerging technologies. Any constraints will need to be addressed within your roadmap and enablers should be leveraged to maximize your results.
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A vision statement describes the intended state of your service management organization, expressed in the present tense.
A mission statement describes why your service management organization exists.
Your organizational values state how you will deliver services.
The Service Management Roadmap Presentation Template will help you document your vision for service management, the purpose of the program, and the values you want to see demonstrated.
If the team cannot gain agreement on their reason for being, it will be difficult to make traction on the roadmap items. A concise and compelling statement can set the direction for desired behavior and help team members align with the vision when trying to make ground-level decisions. It can also be used to hold each other accountable when undesirable behavior emerges. It should be revised from time to time, when the environment changes, but a well-written statement should stand the test of time.
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Any form of organizational change involves adjusting people’s attitudes, creating buy-in and commitment. You need to identify and address attitudes that can lead to negative behaviors and actions or that are counter-productive. It must be made visible and related to your desired behavior.
To implement change within IT, especially at a tactical level, both IT and organizational behavior needs to change. This is relevant because people don’t like to change and will resist in an active or passive way unless you can sell the need, value, and benefit of changing their behavior.
The organizational or corporate “attitude,” the impact on employee behavior and attitude is often not fully understood. Culture is an invisible element, which makes it difficult to identify, but it has a strong impact and must be addressed to successfully embed any organizational change or strategy.
43% of CIOs cited resistance to change as the top impediment to a successful digital strategy.
75% of organizations cannot identify or articulate their culture or its impact.
“Shortcomings in organizational culture are one of the main barriers to company success in the digital age.”
✓ While there is attention and better understanding of these areas, very little effort is made to actually solve these challenges.
✓ The impact is not well understood.
✓ The lack of tangible and visible factors makes it difficult to identify.
✓ There is a lack of proper guidance, leadership skills, and governance to address these in the right places.
✓ Addressing these issues has to be done proactively, with intent, rigor, and discipline, in order to be successful.
✓ We ignore it (head in the sand and hoping it will fix itself).
Avoidance has been a common strategy for addressing behavior and culture in organizations.
The Service Management Roadmap Presentation Template will help you document attitude, behavior, and culture constraints.
Discuss as a team attitudes, behaviors, and cultural aspects that can either hinder or be leveraged to support your vision for the service management program. Capture all items that need to be addressed in the roadmap.
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Attitude, behavior, and culture are still underestimated as core success factors in governance and management.
Behavior is a key enabler of good governance. Leading by example and modeling behavior has a cascading impact on shifting culture, reinforcing the importance of change through adherence.
Executive leadership and governing bodies must lead and support cultural change.
Risk Mitigation
Gap
Value Production
This creates a situation where service management activities and roadmaps focus on adjusting and tweaking process areas that no longer support how the organization needs to work.
Once in place, effective governance enables success for organizations by:
Your ownership structure largely defines how processes will need to be implemented, maintained, and improved. It has a strong impact on their ability to integrate and how other teams perceive their involvement.
Most organizations are somewhere within this spectrum of four core ownership models, usually having some combination of shared traits between the two models that are closest to them on the scale.
The organizational structure that is best for you depends on your needs, and one is not necessarily better than another. The next four slides describe when each ownership level is most appropriate.
Distributed process ownership is usually evident when organizations initially establish their service management practices. The processes are assigned to a specific group, who assumes some level of ownership over its execution.
This model is often a suitable approach for initial implementations or where it may be difficult to move out of siloes within the organization’s structure or culture.
Centralized process ownership usually becomes necessary for organizations as they move into a more functional structure. It starts to drive management of processes horizontally across the organization while still retaining functional management control.
This model is often suitable for maturing organizations that are starting to look at process integration and shared service outcomes and accountability.
Federated process ownership allows for global control and regional variation, and it supports product orientation and Agile/DevOps principles
Federated process ownership is usually evident in organizations that have an international or multi-regional presence.
SMO structures tend to occur in highly mature organizations, where service management responsibility is seen as an enterprise accountability.
SMOs are suitable for organizations with a defined IT and organizational strategy. A SMO supports integration with other enterprise practices like enterprise architecture and the PMO.
The Service Management Roadmap Presentation Template will help you document process ownership and governance model
Example:
Key Goals:
☐ Own accountability for changes to core processes
☐ Understand systemic nature and dependencies related to processes and services
☐ Approve and prioritize improvement and CSI initiatives related to processes and services
☐ Evaluate success of initiative outcomes based on defined benefits and expectations
☐ Own Service Management and Governance processes and policies
☐ Report into ITSM executive or equivalent body
Membership:
☐ Process Owners, SM Owner, Tool Owner/Liaison, Audit
Discuss as a team which process ownership model works for your organization. Determine who will govern the service management practice. Determine items that should be identified in your roadmap to address governance and process ownership gaps.
The Service Management Roadmap Presentation Template will help you document items from your SWOT analysis.
Brainstorm the strengths, weaknesses, opportunities, and threats related to resources, environment, technology, and management practices. Add items that need to be addressed to your roadmap.
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Discuss the various maturity levels and choose a desired level that would meet business needs.
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The Service Management Process Maturity Assessment Tool will help you understand the true state of your service management.
Part 1, Part 2, and Part 3 tabs
These three worksheets contain questions that will determine the overall maturity of your service management processes. There are multiple sections of questions focused on different processes. It is very important that you start from Part 1 and continue the questions sequentially.
Results tab
The Results tab will display the current state of your service management processes as well as the percentage of completion for each individual process.
The current-state assessment will be the foundation of building your roadmap, so pay close attention to the questions and answer them truthfully.
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At the end of the assessment, the Results tab will have action items you could perform to close the gaps identified by the process assessment tool.
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The Organizational Change Management Capabilities Assessment tool will help you understand the true state of your organizational change management capabilities.
Complete the Capabilities tab to capture the current state for organizational change management. Review the Results tab for interpretation of the capabilities. Review the Recommendations tab for actions to address low areas of maturity.
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2.1
Create a powerful, succinct mission statement
Using Info-Tech’s sample mission statement as a guide, build your mission statement based on the objectives of this project and the benefits that this project will achieve. Keep the mission statement short and clear.
2.2
Complete the assessment
With the project team in the room, go through all three parts of the assessment with consideration of the feedback received from the business.
2.3
Interpret the results of the assessment
The Info-Tech onsite analyst will facilitate a discussion on the overall maturity of your service management practices and individual process maturity. Are there any surprises? Are the results reflective of current service delivery maturity?
Call 1-888-670-8889 or email GuidedImplementations@InfoTech.com for more information.
Complete these steps on your own, or call us to complete a guided implementation. A guided implementation is a series of 2-3 advisory calls that help you execute each phase of a project. They are included in most advisory memberships.
Guided Implementation 3: Determine Your Service Management Target State | |
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Step 3.1 – Document the Overall Themes Start with an analyst kick-off call:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 3.2 – Determine Individual Initiatives Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template |
Focus on behaviors and expected outcomes before processes.
Continued leadership support of the foundational elements will allow delivery teams to provide value to the business. Set the expectation of the desired maturity level and allow teams to innovate.
Before moving to advanced service management practices, you must ensure that the foundational and core elements are robust enough to support them. Leadership must nurture these practices to ensure they are sustainable and can support higher value, more mature practices.
The Service Management Roadmap Presentation Template contains a roadmap template to help communicate your vision, themes to be addressed, and initiatives
Working from the lower maturity items to the higher value practices, identify logical groupings of initiatives into themes. This will aid in communicating the reasons for the needed changes. List the individual initiatives below the themes. Adding the service management vision and mission statements can help readers understand the roadmap.
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3.1
Identify themes to address items from the foundational level up to higher value service management practices
Identify easily understood themes that will help others understand the expected outcomes within your organization.
Document individual initiatives that contribute to the themes
Identify specific activities that will close gaps identified in the assessments.
Call 1-888-670-8889 or email GuidedImplementations@InfoTech.com for more information.
Complete these steps on your own, or call us to complete a guided implementation. A guided implementation is a series of 2-3 advisory calls that help you execute each phase of a project. They are included in most advisory memberships.
Guided Implementation 4: Build the Service Management Roadmap | |
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Step 4.1: Document the Current State Start with an analyst kick-off call:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template | Step 4.2: List the Future Vision Review findings with analyst:
Then complete these activities…
With these tools & templates: Service Management Roadmap Presentation Template |
The Service Management Roadmap Presentation Template contains a communication template to help communicate your vision of the future state
Use this template to demonstrate how existing pain points to delivering services will improve over time by painting a near- and long-term picture of how things will change. Also list specific initiatives that will be launched to affect the changes. Listing the values identified in the vision, mission, and values exercise will also demonstrate the team’s commitment to changing behavior to create better outcomes.
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4.1
Identify the pain points and initiatives to address them
Identify items that the business can relate to and initiatives or actions to address them.
4.2
Identify short- and long-term expectations for service management
Communicate the benefits of executing the roadmap both short- and long-term gains.
Valence Howden, Principal Research Director, CIO Practice
Info-Tech Research Group
Valence helps organizations be successful through optimizing how they govern, design, and execute strategies, and how they drive service excellence in all work. With 30 years of IT experience in the public and private sectors, he has developed experience in many information management and technology domains, with focus in service management, enterprise and IT governance, development and execution of strategy, risk management, metrics design and process design, and implementation and improvement.
Graham Price, Research Director, CIO Practice
Info-Tech Research Group
Graham has an extensive background in IT service management across various industries with over 25 years of experience. He was a principal consultant for 17 years, partnering with Fortune 500 clients throughout North America, leveraging and integrating industry best practices in IT service management, service catalog, business relationship management, IT strategy, governance, and Lean IT and Agile.
Sharon Foltz, Senior Workshop Director
Info-Tech Research Group
Sharon is a Senior Workshop Director at Info-Tech Research Group. She focuses on bringing high value to members via leveraging Info-Tech’s blueprints and other resources enhanced with her breadth and depth of skills and expertise. Sharon has spent over 15 years in various IT roles in leading companies within the United States. She has strong experience in organizational change management, program and project management, service management, product management, team leadership, strategic planning, and CRM across various global organizations.