This article goes into some of the detail as to how to go about the prelim work that needs to be done before developing and implementing your Service Management Model.
Implementing your service management model can be tricky, however, this 9-point checklist will set you off to a good start.
Due Diligence & Discovery - Current State Analysis
Insight 1: a large global organisation had perfected discovery and due diligence down to a fine art.
Complete with templates and checklists, they were able to go into companies they had acquired, and quickly and easily determine how much, what, where, the overlaps and the gaps, then move quickly to address them.
They were in the habit of realising the benefits of their aquistions within 6 months if not a quarter
Insight 2: a project transitioning and on-boarding a new customer did not have this type of activity institutionalised.
Close to going live they discovered a remote location had been overlooked. Not only did they have to rush to include it, it had a significant impact on the resourcing and the overall business case.
Re-establishing credibility with the customer was a major repair job.
Do the discovery and due diligence upfront, it will help you cost not just the project, but also the BAU effort & resourcing as you work out the new service management solution and model.... and how to get there.
I can not emphasise the importance of this exercise enough !
Coming up next: Service Management Design & Strategy, Commercials & Financials, Partners, Customers, People, Processes and Tools.
There are more than a few nuances as organisations undertake the journey to transformation, digital or otherwise. Service Management is a key component to success.
Sunit Prakash has had many successes in organisational transformation on a global and local scale.
More importantly he bears the battle scars from the many lessons learnt. Don’t be one of the walking wounded - or worse. Call him and head off some of the challenges before you even get to the pass.
#ITIL #ITSM #ServiceManagement #Discovery #DueDiligence #AsIs #CurrentState
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