- IT organizations continue attempting to implement service management, often based on ITIL, with limited success and without visible value.
- More than half of service management implementations have failed beyond simply implementing the service desk and the incident, change, and request management processes.
- Organizational structure, goals, and cultural factors are not considered during service management implementation and improvement.
- The business lacks engagement and understanding of service management.
Our Advice
Critical Insight
- Service management is an organizational approach. Focus on producing successful and valuable services and service outcomes for the customers.
- All areas of the organization are accountable for governing and executing service management. Ensure that you create a service management strategy that improves business outcomes and provides the value and quality expected.
Impact and Result
- Identified structure for how your service management model should be run and governed.
- Identified forces that impact your ability to oversee and drive service management success.
- Mitigation approach to restraining forces.
Initiate Your Service Management Program Research & Tools
Start here – read the Executive Brief
Read this Executive Brief to understand why service management implementations often fail and why you should establish governance for service management.Besides the small introduction, subscribers and consulting clients within this management domain have access to:
- Initiate Your Service Management Program – Storyboard
1. Identify the level of oversight you need
Use Info-Tech’s methodology to establish an effective service management program with proper oversight.
- Service Management Program Initiation Plan
Buying Options
Initiate Your Service Management Program
€69.98
(Excl. 21% tax)