1. Info-Tech Research Group1 1 Info-Tech Research Group, Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © 1997-2016 Info-Tech Research Group Inc. Unleash the True Value of IT by Transforming Into a Service Provider Earn your seat at the table and influence business strategy by becoming an IT service provider. Info-Tech's products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns.© 1997 - 2016 Info-Tech Research Group

2. Info-Tech Research Group2 2 In a time when technological disruption is becoming more common and IT is increasingly consumed as bundles of services within the cloud, it has become difficult for IT to articulate its role in the business and its critical importance in strategic decision making. IT can no longer simply be a cost center or utility to be consumed, but it must drive revenue creation and value optimization across the organization. In many cases, IT no longer simply enables business, but is instead the very means in which business is conducted. To become a true partner to the business and drive strategic direction and innovation, IT must complete its maturation journey, becoming part of the fabric of business culture while moving beyond firefighting and proactive support to become a true Service Provider. Valence Howden, Senior Manager, CIO Advisory Info-Tech Research Group In a digital world, IT must become a true strategic business partner. ANALYST PERSPECTIVE

3. Info-Tech Research Group3 3 This Research is Designed For:This Research Will Help You: This Research Will Assist:This Research Will Help You: This Research Is Designed For:This Research Will Help You: This Research Will Also Assist:This Research Will Help Them: Our understanding of the problem CIO VP and Director of IT Business relationship managers Service manager, Service delivery manager Service level manager Service portfolio managers Kick-start your organization to transform into a service provider Understand how your IT organization can become a strategic partner with the business Assess the areas that require focus and improvement before the journey can begin Make use of other research topics from Info-Tech’s service management strategic portfolio Understand the cultural and structural adjustments that enable IT to reach service provider Business analysts IT analysts Account managers Understand how your IT organization can become a strategic partner with the business

4. Info-Tech Research Group4 4 Resolution Situation Complication Info-Tech Insight Executive summary IT organizations are proactive: they are capable of forecasting service delivery and other service management functions comfortably. Members of IT work in an environment where there is little understanding of how their actions influence business operations and activities. There is no clear, easy to follow framework for how to position IT as a strategic partner within the business. Culture and organizational structure are frequently overlooked when thinking of how to increase the value of IT, when these foundational elements actually play a dramatic role. Determine current state followed by end objectives, and use this information to determine where you should begin on the service provider roadmap. Identify approaches to change the culture toward service orientation, focusing on business goals and objectives. Understand how to best use Info-Tech’s relevant blueprint material, which helps you adopt practices that bring you further along the roadmap of becoming a service provider. Adapt Info-Tech’s assessment and roadmap tools to guide the journey of becoming a service provider. 1.IT must emerge as a service provider to ensure IT value is understood and that IT earns its place in developing business strategy. 2. IT must move beyond having the fundamentals of good service in place and implement the enabling cultures and structures needed to become a true service provider. 3.IT is now a driver of value-based investment and must have a view through the financial lens of the organization.

5. Info-Tech Research Group5 5 The reality The value of IT is not well communicated to the business and not well understood. The business views IT as a cost center rather than a partner that can create new value. Members of IT have a technical perspective of their activities. They can fix a database, but cannot understand what impact that has on the business. What is a service provider? How the roadmap helps Determines what needs to happen and when in order to bridge the communication gap between IT and business. Addresses the organizational culture’s impact on the delivery of IT services. IT can begin to clarify services provided and where expectations should lie so that more value is achieved for the business. Service providers work in tandem with their businesses to help create new value.

6. Info-Tech Research Group6 6 Proactive Stabilize Problem Management Service Desk Incident Management Service Management Journey Change Management Deployment Management Capacity & Performance Management Service Continuity Management Event Management + Monitoring & Alerting Demand Management Service Level Management Service Portfolio Management Service Catalog Business Relationship Management Strategic Partner Service Metrics Service Provider Roadmap Service Orientation & Business Focus Service Provider For a look at the full service management journey, see: Fast-Track a Service Management Roadmap

7. Info-Tech Research Group7 7 Learning to walk before learning to run This project is designed for organizations that are already at the proactive level in the service management journey. If this is you, congratulations! Making it this far is a big accomplishment. The step to becoming a strategic partner is the next and final stop on the roadmap. Info-Tech Insight: Following this blueprint will help take your organization from the proactive level to the strategic partner. Once there, you can begin to focus on things like innovation to help grow the business.

8. Info-Tech Research Group8 8 These are a few examples of the changes organizations can experience after completing the roadmap. The journey to becoming a service provider This project helps clients understand the importance of strengthening the relationship between business and IT. The project provides an overview and assessment of the challenges companies face in order to take their IT department to the end of the service management journey. The idea of becoming a strategic value partner doesn’t need to be overwhelming. You can get there through a pragmatic and practical strategy.

9. Info-Tech Research Group9 9 Designing your service provider journey Service Portfolio Management Service Orientation & Business Focus Culture & Organizational Structure BRM Service Provider Demand Management Service Level Management Service Metrics Service Catalog This project will assess organizational readiness across the foundation from which service provider capabilities are built. Set the foundation, lay the pillars, and complete the construction of your organization’s strategic partner

10. Info-Tech Research Group10Info-Tech Research Group10 What the roadmap to service provider will help you accomplish The following is a list of what you can and cannot expect from the contents of this project and other projects related to it. Current state assessment Outlining projects included in becoming a service provider High level roadmap of the entire process, and where more detailed explanations of each step can be found Developing a sense of cultural orientation In-Scope XBuilding processes within the organization XCreating granular detailed steps for each process in the roadmap Out-of-Scope

11. Info-Tech Research Group11Info-Tech Research Group11 The challenges facing traditional IT shops IT organizations are at risk of being outsourced because they are viewed as: 1 1 a cost center rather than a value generator 2 2 a replaceable utility instead of a reliable resource 3 3 an order taker and not a strategic partner IT members don’t understand how their services provide value for the business. There is poor communication between IT and the business, which creates a lack of alignment. IT’s capabilities are not considered in the business decision-making process. There’s a “keep the lights on” mentality. Members of IT focus on technical perspective and fail to see the bigger picture. Pain Points

12. Info-Tech Research Group12Info-Tech Research Group12 Why it helps to become a service provider Becoming a service provider helps the business and IT in different ways. Business Benefits Higher value services for end consumers – revenue generation through improved consumer satisfaction Better decision making as a result of better service metrics Improved customer experience Agility improvements; better at adjusting to market forces IT Benefits Ensures IT is spending resources on valuable services IT is able to understand and articulate the value of each service Better relationship with the business ◦Trusted influence on decision making within the organization

13. Info-Tech Research Group13Info-Tech Research Group13 Project summary Assemble a team with the right talent and vision to increase the chances of project success. Phase 1 Launch the Project Phase 1 Launch the Project Completing the assessment tool will evaluate your organizational readiness across ten components. Phase 2 Complete the Assessment Phase 2 Complete the Assessment Project Charter Develop the Core Roadmap Full Roadmap Info-Tech Deliverables Info-Tech Deliverables Phase 4 Follow the Roadmap Discuss and prioritize which roadmap initiatives are necessary. Define metrics to track and monitor progress. Phase 3 Set the Foundation Phase 3 Set the Foundation Identify the roles, responsibilities, and cultural adjustments needed to enable the transformation into a service provider. Assessment Tool

14. Info-Tech Research Group14Info-Tech Research Group14 The tools to help you Service Provider Roadmap Tool Used as a guide for planning out initiatives, each with projected start and end dates. Helps estimate the length of time some initiatives may take to complete and the order in which they must be completed. Service Provider Assessment Tool Contains two sets of questions: 1.Specific to organizational culture & structure – a foundational assessment 2.A broad evaluation of each of the roadmap processes and their maturity in the current state – a pillar assessment Results provide perspective to be used when developing the roadmap.

15. Info-Tech Research Group15Info-Tech Research Group15 Consulting “Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project.” Guided Implementation “Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keep us on track.” DIY Toolkit “Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful.” Workshop “We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place.” Diagnostics and consistent frameworks used throughout all four options Info-Tech offers various levels of support to best suit your needs

16. Info-Tech Research Group16Info-Tech Research Group16 Best-Practice Toolkit 1.1 Assemble the project team 1.2 Develop a communication plan 1.3 Establish metrics for success 1.4 Complete the project charter 2.1 Complete the Service Provider Assessment Tool 3.1 Document your roadmap – foundational components 4.1 Document your roadmap – pillar components Guided Implementations Identify the project leader with the appropriate skills Assemble a well-rounded project team Develop a mission statement and change messages Create a team of people to perform the assessment Review the results of the completed assessment Understand the relationship between culture and structure Identify target state and any constraints Define foundational roadmap Understand the benefits of each roadmap initiative Identify target state and any constraints Define pillar roadmap Onsite Workshop Module 1: Launch the project and complete the project charter Module 2: Perform the current state assessment Module 3: Identify your foundational target state and document your foundational roadmap Module 4: Identify your pillar maturity and complete your roadmap Phase 1 Results: Clear understanding of project objectives and completed project charter Phase 2 Results: Completed Service Provider Assessment Tool Phase 3 Results: Foundational roadmap identified and documented Phase 4 Results: Completed service provider roadmap Launch the Project Complete the Assessment Tool Set the Foundation Complete the Roadmap Unleash the True Value of IT by Transforming Into a Service Provider – project overview

17. Info-Tech Research Group17Info-Tech Research Group17 Workshop overview Contact your account representative or email Workshops@InfoTech.com for more information.Workshops@InfoTech.com Workshop Day 1Workshop Day 2Workshop Day 3Workshop Day 4 Activities Project outline 1.1 Description of service provider journey 1.2 Identify project team and leader 1.3 Identify objectives 1.4 Stakeholder analysis 1.5 Communication plan 1.6 Complete the assessment Results Day 2.1 Analyze results from assessment – both foundational and pillar 2.2 Identify gaps in either culture or structure 2.3 Understand culture and structure Roadmap 3.1 Start roadmap foundational elements from previous day’s analysis 3.2 Analyze results from pillar assessment 3.3 Begin planning for roadmap initiatives Roadmap 4.1 Start roadmap service provider initiatives 4.2 Identify estimated time frames and completed dependencies 4.3 Complete roadmap deliverable 4.4 Identify next steps 4.5 Ways to measure and monitor progress Deliverables 1.Project Charter 2.Assessment Tool 1.Assessment Tool 2.Roadmap Tool 1.Assessment Tool 2.Roadmap Tool 3.Project Charter

18. Info-Tech Research Group18 Info-Tech Research Group Helps IT Professionals To: Sign up for free trial membership to get practical solutions for your IT challenges www.infotech.com Quickly get up to speed with new technologies Make the right technology purchasing decisions – fast Deliver critical IT projects, on time and within budget Manage business expectations Justify IT spending and prove the value of IT Train IT staff and effectively manage an IT department “Info-Tech helps me to be proactive instead of reactive – a cardinal rule in a stable and leading edge IT environment. - ARCS Commercial Mortgage Co., LP Toll Free: 1-888-670-8889