Organizations are rapidly adapting their products and services to meet increasing customer demand for a frictionless experience. To meet this changing customer mindset, IT departments must evolve beyond traditional IT service management (ITSM) strategy and capabilities to generate value and achieve the business outcomes set by their organization. Business and IT must share common principles, strategy, and goals to survive and thrive as technology and consumer expectations change.
96% of CIOs surveyed say their role is expanding beyond traditional IT services management responsibilities to leading digital transformation, crafting strategy, and taking on revenue accountability.
Info-Tech has mapped common customer journeys that will help continually improve service management practices and add value to your organization while providing a service management framework that is adaptable to change, and is trusted, measured, and well-governed.
Drivers
Evolving Customer
Expectations
Digital
Transformation
Enablers
ADAPTABILITY
- Business velocity
- Regulatory change
- Technology and delivery models
GOVERNANCE
- Authority
- Roles and responsibilities
- Strategic alignment
- Process integration
CAPABILITIES
- Resource alignment to business outcomes
- The right talent
- Suitable technology
- Fit-for-purpose process
TRUST
- Strong service management culture
- Leadership
- Collaboration
- Transparency
Typical Service
Management Challenges
The proliferation of technology has triggered customers to expect digital experiences that are easy to consume and work the first time. To address this shifting paradigm, enterprises need to adjust their service management practices to effectively engage with consumers and generate business value.
By 2027, the average enterprise will see 41% of their revenue come from digital products and services.
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Develop a Service Management Strategy
There is no linear path to service management utopia. Learn how to build a customer centric service management strategy.
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Fix a Service Delivery Issue
Understand the source of your service management delivery issues and implement actions that will drive value to the organization quickly.
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Adapt Capabilities to Support Transformation
Organizations are in constant change – adapting to new business opportunities, new technologies and ways of working. Your service management capabilities need to transform in tandem.
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Deliver Services as an Enterprise
Delivering a successful enterprise service management practice (ESM) puts people, culture, and collaboration first.
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Develop a Service Management Strategy
I want to bring value to my organization by developing a Service Management Strategy.
Navigate through the blueprints in this section to build the vision and the plan to deliver consistent and higher-value services to the organization.
Assess your current state or need
Create a plan aligned with your organization's strategy
Establish service management governance
Build the right team
Track and execute your strategy
Fix a Service Delivery Issue
I need to address a service delivery issue.
An underperforming team might be the symptom of multiple issues with your service management. Use the research section to identify the source of the issue and start bringing value to the organization by fixing core ITSM processes and elements.
Identify the source of the problem
Align your service management with customer expectations
Fix your service management intake
Fix your service management core processes
Fix your governance
Fix your culture
Implement effective organizational change management
Measure your progress
Adapt Capabilities to Support Transformation
I want to gain customer trust and strengthen service delivery.
Organizations are in a constant state of flux responding to rapid growth and disruption, market structure complexity, new technologies, and innovation opportunities. Use this research section to learn how to adapt your ITSM framework beyond ITIL processes.
Understand the different ways of working
Revisit your governance structure
Working in a complex multi-vendor environment
How to integrate and adapt your service management practices
Ensure the stakeholders are aligned and ready for the change
Measure business goals results
Deliver Services as an Enterprise
I want to bring a customer-focused mindset to our entire organization.
Successful enterprise service management harnesses people, culture, and collaboration. Take advantage of this research to create a unified service management system to realize the goals of a service-based organization and ultimately drive value to consumers.