Create a Service Management Roadmap – Phase 2: Assess the Current State

Author(s): Tony Denford

This phase walks you through assessing the current state of your service management program including:

  • Identifying constraints and enablers
  • Building the vision, mission, and values
  • Assessing attitudes, behaviors, and culture
  • Assessing governance needs
  • Performing a SWOT analysis
  • Identifying desired state
  • Completing a service management process maturity assessment
  • Completing an organizational change management capabilities assessment

Tags

ITIL, service delivery, IT-business alignment, business satisfaction, Service management, service management roadmap, IT-business integration, maturity assessment, action plan, OCM capabilities, organizational change management, customer satisfaction, customer value. ITSM, future state, roadmap, plan

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Create a Service Management Roadmap

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