If you don’t know where you’re going, any road will get you there. Your Challenge Lack of formal processes over time has led to a fairly chaotic service delivery model that results in poor customer satisfaction and an inability to meet service level targets. The lack of service management focus creates an ineffective service delivery model that does not provide value to the organization. Our Advice Critical Insight There is little structure, formalization, or standardization in the way services are managed, leading to a number of issues: Processes are ad-hoc and process adherence is hit and miss. There is no formal methodology for planning, designing, transitioning, and operating services within the service portfolio. If you don’t know where you’re going, any road will get you there. Determining where you want to be and what your goals are is critical to successful service management implementation. Impact and Result Create a service management roadmap that will help guide the optimization of your IT services and improve IT’s value to the business. The roadmap will provide structure, ownership, and direction for Service Management. Info-Tech will help you right-size your roadmap to best suit your specific needs and goals. Engage the right people to create the roadmap and help you sell the result to senior management.

1. Create a Service Management Roadmap
If you don’t know where you’re going, it won’t matter what road you take – any road will get you there.
There is little structure, formalization, or standardization in the way services are managed, leading to a number of
issues:
Processes are ad hoc and process adherence is hit and miss.
There is no formal methodology for planning, designing, transitioning, and operating services within the service
portfolio.
The lack of Service Management focus creates an inefficient and ineffective service delivery model that does not
provide value to the organization.
Engage your project team early and frequently.
The more you involve your project team in the creation of the roadmap, the more ownership/accountability they will
have when you proceed to the implementation phase.
“Measure Twice, Cut Once.”
The more time you spend planning and preparing for your service management roll-out, the lower the risk of
encountering roadblocks, which can waste resources, force rework, or even result in project abandonment.
Step Insight (or Description if no insight is present)
Engage your project participants in the planning process as much as possible to help to secure their support
throughout the implementation phase.
You need to establish a strong foundation of operational initiatives before you can invest in more advanced/complex
processes.
Roadmap processes are mandatory! You cannot omit any of the four foundational processes from your overall
roadmap.
When planning the roll-out of various initiatives, be sure to consider pre-requisites and dependencies, as well as any
restrictions such as level of investment, available resources, and stakeholder engagement.
The support of senior executive stakeholders is critical to the success of your roadmap roll-out. Try to wow them with
project benefits and hit them hard with the risks/pain points.