1. Service Management
World Class Operations - Impact Workshop

2. Why should service delivery be improved?
Ad-hoc service management is not sustainable! Take a proactive approach and see results throughout the organization.
Ad-hoc service management approaches often lead to:
Inability of IT to meet business needs
Recurrence of problems
Increase in system failure risk
Increase in service downtime
Low trust in IT throughout the organization
Users bypassing IT and bringing in unsupported services that adversely affect other systems
Redundant services
Increased costs
A proactive approach to service management results in:
Better alignment between the business and IT
Ability to detect incidents quickly and develop permanent solutions to recurring problems
Improved service maintenance
Decreased downtime
Increased trust in IT
Overall improvement of service delivery and satisfaction
Greater productivity

3. Service Management: Deliver a Service from Concept to Catalog and Beyond
Schedule
Name
Goal
List of Deliverables
Module 1: Launch the Service Journey
1.1 Start the service journey
Introduce Service Management and make the case
Definition of a service
List of core services
1.2 Assess current state
Perform service management maturity assessment and gap analysis
Review business feedback
Service Management Maturity Assessment
1.3 Build relationships with the business
Understand what the business wants and needs
Stakeholder interaction / communication
Business needs (CIO Business Vision)
Module 2: Conceptualize a New Service
2.1 Identify service
Uncover service opportunities by speaking with the business
Identification of service to add
2.2. Document a service
Document service details
Understand SLA management
Service record draft
OLA draft
2.3 Determine feasibility
Analyze if the proposed service is worth pursuing
New service proposal draft
Module 3: Evaluate and Plan for a New Service
3.1 Prioritize via the Service Portfolio
Prioritize proposed service against other services
Prioritized list of services
3.2 Practice change management
Manage the process around changing a service
Request for change template, KPIs and RACIs
3.3 Apply release management
Ensure a strong understanding of release management for new and changed services
Process for planning a release schedule, testing, and verifying, KPIs and RACIs

4. Service Management: Deliver a Service from Concept to Catalog and Beyond
Schedule
Name
Goal
List of Deliverables
Module 4: Discover and Address Service Improvements
4.1 Enable user self-service
Understand the service portfolio and lay the groundwork for a service catalog
Service catalog template or plan
4.2 Maintain the catalog
Develop a process for service portfolio and catalog maintenance
Plan for eventual service retirement
Service maintenance and retirement plan
4.3 Apply problem management
Rank services in terms of effectiveness
Problem prevention and root cause analysis
Configuration management
Problem solving for existing issues, KPIs and RACIs
CI record template
Module 5: Operationalize Service Delivery
5.1 Create an implementation plan
Ensure service information is accurately maintained and that processes are documented
SOPS, Metrics, RACIs, timelines
5.2 Create a communication plan
Determine who should talk to whom and when
Stakeholder communication plan worksheet
5.3 Wrap up
Address outstanding issues and book follow-up
Issues tracking sheet, Follow-up plan

5. Module 1: Launch the Service Journey
1.1: Start the Service Journey
Getting Started
Define a Service
List Core Services
1.2 Assess Current State
Review Business Feedback
Assess Service Management Process Maturity
Set Target State
1.3 Build Relationships with the Business
Make the Case for Business Relationship Management
Define Practical Ways to Interact with the Business
Develop Metrics and Assign Responsibilities

6. Module 2: Conceptualize Service Improvements
2.1 Identify Service Improvements
Determine Service Additions
2.2 Document a Service
Populate Service Record Template
Understand SLAs & OLAs
2.3 Determine Feasibility
Assess Service Risks
Evaluate IT Impact
Understand Service Costs
Develop New Service Concept in Detail
Develop Metrics and Assign Responsibilities

7. Module 3: Evaluate and Plan for New Service
3.1 Prioritize via the Service Portfolio
Make Decision About Proposed Service
Optimize Value by Prioritizing Services
3.2 Embrace Service Change Management
Understand the Importance of Documenting Changes
Populate the Request for Change (RFC) Template
Develop Metrics and Assign Responsibilities
3.3 Apply Release and Deployment Management
Create a High-Level Planning Checklist
Discuss Release and Deployment
Develop Metrics and Assign Responsibilities

8. Module 4: Discover and Address Service Improvements
4.1 Enable User
Self-Service
Determine Service Catalog Requirements
4.2 Maintain the Catalog
4.3 Apply Problem and Configuration Management
Perform Root-Cause Analysis
Rank Service Effectiveness
Develop Metrics and Assign Responsibilities
Apply Configuration Management
Understand the Role of the Service Portfolio and Catalog
Keep the Service Portfolio and Catalog Up-to-Date
Plan for Service Retirement
Define Service Catalog Next Steps

9. Module 5: Operationalize Service Delivery
5.1 Develop an Implementation Plan
Assign Responsibilities
Define SOPs
Build Timelines
5.2 Create a Communication Plan
Create a Communication Plan
Develop a Process for Maintaining Data and Updating Stakeholders
5.3 Wrap-Up
Address Outstanding Issues
Schedule Follow-Up
Closing Remarks

10. The Service Journey: Summary of Key Deliverables
Definition of a service
List of core services
Review of business feedback
Service management maturity assessment
Stakeholder interaction plan
Launch the Service Journey
Identification of service to add
Service record draft
OLA draft
Service risk assessment
New service proposal draft
Conceptualize a New Service
Prioritized list of services
Request for change template
Change management KPIs and RACIs
Release and deployment management KPIs and RACIs
Evaluate and Plan for a New Service
Problem solving for existing issues
Problem management KPIs and RACIs
Configuration Item (CI) Record update
Discover and Address Service Improvements
Service management SOPs, metrics, timelines, and RACIs
Stakeholder communication plan draft
Issues tracking sheet
Documentation of next steps
Operationalize Service Delivery

11. Service Management Workshop Core Deliverables
12 key deliverables will be completed during the workshop:
List of Core Services
Agree on what a service is and isn’t
Define key services that the IT organization offers
Service Management Maturity Assessment
Discuss the organization’s approach to service management
Determine where people believe the organization is and where they think it should be with regards to key service management process areas
Service Record Draft
Populate the Service Portfolio by describing core services in more detail and assigning critical information such as service owners, SLAs, and dependencies
Operating Level Agreement Draft
Agree on specific and measurable targets that functional IT groups promise to each other
Know what expectations should be set with business stakeholders
New Service Proposal Draft
Report on the benefits of a proposed new service while detailing analysis on IT impact, risks and financial implications
Service Prioritization
Prioritize existing services against one another
Understand how a proposed new service fits against existing services 1 4 2 5 3 6

12. Service Management Workshop Core Deliverables
12 key deliverables will be completed during the workshop:
Request for Change Template
Document change requests
Make the case for the change and describe how the proposed change will impact other systems
Problem Management Fishbone Diagram
Take a common incident and delve deeper into the root cause
Determine how the issue will be fixed
Configuration Item Record Update
Ensure configuration changes arising from problem management are documented
Service Catalog Requirements Template
Use the Service Catalog Requirements tool to determine specific requirements
Develop a template or plan for how the service catalog will be delivered
Service Management Implementation Plan
Finalize SOPs, metrics, timelines, and RACIs
Ensure everyone is on board with proposed changes
Stakeholder Communication Plan
Develop a plan to communicate changes and keep key stakeholders involved throughout the process 7 10 11 8 9 12

13. Service Management Workshop: Built on World Class Research, Experience, and Standards
Ability to define service management processes
Strategic roadmap of service management strategy
Research Process
Tools & Templates
Team with over 30 years of experience.
Over 2,800 hours of research.
Based on primary and in-field research.
Service Management Maturity Assessment
Service Management Tool (service portfolio, service prioritization, service effectiveness)
Service Risk Assessment Tool
New Service Proposal Template
Request for Change Template
Configuration Item Record Tool
Service Catalog Requirements Tool
Implementation Plan
Communication Plan
COBIT Driven
Grounded in open international standards.