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Why IT Service Management?

One of today’s most persistent challenges for IT-centric organizations is ensuring that customer-facing technologies deliver high-impact results and flawless functionality. Internally, ITSM has the capacity to ensure service requests are properly prioritized and addressed, and allow the supportive functions of IT to be delivered more effectively, increasing employee satisfaction and driving enhanced performance. For businesses that thrive on technology-driven outputs, defining service levels and developing a comprehensive ITSM strategy are critical components in achieving their service availability, productivity, and value delivery goals.

  • In 74% of reported cases, IT learns about availability and performance issues when a user calls the service desk.
  • 37% of individuals feel that most of their company believes IT is out of touch with the company at large.
  • 88% of IT executives believe that ITSM is important to their digital transformation efforts.
  • Organizations that excel in customer service both internally and externally are 29% more likely to have satisfied customers and 42% more likely to earn greater customer loyalty.

This workshop is a 4 Phase program that will provide you with the knowledge, tools, and methodology to stand up your organization’s Data Management and Governance initiative by addressing the following critical questions:

  1. What does our ideal future state ITSM program look like? What gaps are there between our current and future state?
  2. Is our ITSM implementation strategy as comprehensive as possible?
  3. Do we have an effective business case? What does our roadmap for the future entail?

Key Benefits

  • Understand the fundamental concepts of ITSM, ITIL, and SIAM and how to leverage practices for maximum value
  • Build a structured approach to developing your organization’s ITSM capabilities
  • Review ITSM tools that best fit your organization’s operations and objectives
  • Develop tools to improve vendor selection efforts
  • Develop the skills required to create an ITSM roadmap for your organization that focuses on lasting value

Workshop Phases

Phase 1: High Level Assessment and Current State Diagnostic

  • Introduction to ITSM
  • Why ITSM?
  • Conduct current state ITSM assessment
    • Examine process and methodology
    • Examine current toolset
    • Examine KPI’s and metrics
    • Perform Service Desk team skills evaluation
    • Report on ITSM maturity
  • Build ITSM future state (ITIL-focused approach)
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Improvement
  • Perform high-level gap analysis

Phase 2: Enabling Service Management through SIAM

  • Introduction to Service Integration and Management (SIAM)
  • Why SIAM?
  • Define your organization’s SIAM journey

Phase 3:  Moving your ITSM Initiative Forward

  • Conduct ITSM tool evaluation
    • Develop high-level requirements
    • Review potential solutions
    • Construct ITSM vendor scorecard
  • Develop ITSM KPI’s and metrics
    • ITSM service evaluation scorecard
  • Identify recommended best practices
  • Develop business case for ITSM
  • Develop ITSM improvement roadmaps
    • Strategic roadmap
    • Tactical roadmap

Phase 4: 90 day Sprint

  • Create 90 day sprint master plan

Register for:

IT Service Management