Initiate Your Service Management Program
Ensure that you create and improve the right service management processes and activities to support business needs and value.
- 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.
Member Testimonials
After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.
Client
Experience
Impact
$ Saved
Days Saved
Platte River Power Authority
Guided Implementation
10/10
$14,643
9
Tony was knowledgeable about Service Management. He was supportive of what we are trying to do and took the time to explain IT Service Management i... Read More
Dakota County Government Center
Guided Implementation
9/10
N/A
N/A
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Speak With An Analyst
Get the help you need in this 1-phase advisory process. You'll receive 2 touchpoints with our researchers, all included in your membership.
- Call 1: Confirm service management goals and structure
- Call 2: Analyze implications, impacting forces, and mitigation approaches
Contributors
- Suzanne Van Hove, Lead Author of VeriSM
- Claire Agutter, Director of Scopism and ITSM Zone, and Chief Architect for VeriSM
- Steve Tremblay, itSMF Canada ITSM Director, Executive ITSM/ISO Trainer, and Distinguished Professional in Service Management (DPSM)
Develop a Plan to Pilot Enterprise Service Management
Create a Service Management Roadmap
Design and Build a User-Facing Service Catalog
Create an IT View of the Service Catalog
Initiate Your Service Management Program
Develop Meaningful Service Metrics
IT Service Management Selection Guide
Service Management Integration With Agile Practices
Define Your Enterprise IT and Digital Services