Business Priorities
Explore what the organisation and its customers need from IT services, and what successful improvement should achieve.
Planning for ITSM Workshops
Build a Shared Direction for Service Improvement
Bring key stakeholders together to connect service management challenges with organisational priorities and agree where improvement should begin.
Plan Before You Change
Service management improvement can lose direction when different stakeholders have different priorities, assumptions and expectations. Without a shared understanding of what matters most, organisations risk committing time and resources to disconnected initiatives.
Our Planning for ITSM workshop enables leaders and key stakeholders to step back from day-to-day pressures, consider the wider picture and agree a practical direction for improvement.
A Structured Conversation
Bringing the Important Questions Into Focus
Current Challenges
Develop a shared understanding of the issues affecting service delivery and how they relate to one another.
Barriers to Progress
Consider the organisational, cultural and practical factors that could support or obstruct improvement.
Priorities and Next Steps
Identify where attention should be focused and capture realistic actions that can be taken forward.
What the Workshop Can Help You Achieve
- Connect ITSM improvement with business and customer priorities
- Build awareness and support among key stakeholders
- Explore current service management challenges
- Identify dependencies between different areas of work
- Recognise organisational and cultural barriers
- Distinguish immediate concerns from underlying issues
- Identify potential priorities and quick wins
- Capture improvement ideas and agreed next steps
- Establish the basis for more detailed improvement planning
People and Culture Matter
Successful service improvement depends on more than processes, technology and documentation. Attitudes, behaviours, communication and organisational culture can all influence whether change gains support and becomes sustainable.
Where appropriate, the workshop can include structured exercises that help participants explore these factors openly, recognise potential barriers and consider how they might be addressed.
This can include facilitated use of the ABC of ICT™ cards to prompt discussion around the attitudes, behaviours and cultural issues experienced within the organisation.
Shaped Around Your Organisation
ITIL® and wider ITSM guidance can provide useful reference points, but the workshop is not a formal maturity assessment or a test of compliance with a framework. Its scope and emphasis are shaped around your organisation’s objectives, challenges and circumstances.