Discover why 70% of ITSM initiatives fail and how a strategic Service Management Office (SMO) transforms ITIL from theory into business value. Learn the six-step SMO blueprint, key metrics, and pitfalls to avoid to elevate ITSM maturity and governance.

In this episode, we answer to:

What is a Service Management Office and why is it critical for ITSM success?

How do you build an SMO with governance, value alignment, and CIO-level sponsorship?

Which metrics and maturity levels define real ITSM performance and business impact?

Resources Mentioned in this Episode:

Pink Elephant website, whitepaper "The IT Service Management Office", link https://www.pinkelephant.com/uploadedfiles/Resources/PinkPapers/The-IT-Service-Management-Office.pdf

Littlefish website, article "Strategic Power of a Service Management Office (SMO)", link https://www.littlefish.co.uk/insights/service-management-office-smo/

IT Process Maps, article "ITIL Service Strategy", link https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy

Echolon website, article "The importance of an effective ITIL® service strategy for success in IT service management", link https://www.echolon.de/en/blog/itil-it-service-strategy/

Scrumprep website, article "Answering: Which metrics will help a Product Owner determine if a product is deliverying value?", link https://scrumprep.com/answering-which-metrics-will-help-a-product-owner-determine-if-a-product-is-delivering-value/

Value Delivery Metric website, video https://youtu.be/pjnkWgq7I6I

ITSM Tools website, article "The Making of an IT Service Management (ITSM) Maturity Model", link https://itsm.tools/the-making-of-a-maturity-model-an-approach-to-culture-and-client-support/

Navvia website, whitepaper "The Making of an IT Service Management (ITSM) Maturity Model", link https://navvia.com/hubfs/MKTG Folder/Learn center - Courses Slides/SMO Service Management Office -Slides.pdf

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya