Service Management & Strategy

Focused on how IT services are structured, delivered, and improved.

Key Areas

  • Service Catalog & Portfolio: Defining and managing IT service offerings
  • Service Level Management: Setting and meeting service expectations
  • Request Fulfillment: Efficiently handling service requests
  • Service Strategy: Aligning IT services with business needs
  • Service Measurement: Tracking and improving service performance

Maturity Journey

Initial (1.0–1.9)
Ad-hoc service delivery with undefined roles and minimal documentation.
Developing (2.0–2.9)
Basic service definitions with some documentation and inconsistent delivery.
Established (3.0–3.9)
Defined service catalog with consistent delivery and regular performance reviews.
Managed (4.0–4.4)
Measured service performance with data-driven improvements and business alignment.
Optimized (4.5–5.0)
Strategic service management with predictive analytics and continuous innovation.