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IT Service Management Strategic Roadmap


As a senior stakeholder, program manager or IT Service Management (ITSM) champion you have a goal to move your organization from its current state to one that embraces service management principles and best practices. How do you get started on this major task and what critical knowledge do you need to consider from a People, Process, Product and Partner perspective?

At Pink Elephant our experience shows us that ITSM projects are really transformation initiatives requiring careful planning and management of Attitudes, Behavior and Culture. From this perspective we can provide the following lessons learned from hundreds of customer engagements.

  • ITSM/ITIL® projects are actually transformation programs requiring significant shifts in behavior and cultural change across multiple groups
  • Process documentation is not worth the paper it is printed on without the governance, management structures and leadership will to enforce its use
  • An ITSM tool alone will never enforce new behaviors or best practices
  • Most organizations fail at their initial process improvement efforts by focusing on the technology or tool elements of the project and underestimating the effort required to address the softer people and governance issues brought by the transformation effort
  • Most projects reveal clear, early warning signs that the project is at risk but these signs were missed, ignored or not managed

This workshop will provide you with the strategic knowledge you will require to navigate around common pitfalls and establish an ITSM improvement project that delivers tangible results with the highest likelihood for success.


  1. How to move from a Technology-centric to Service Management-centric culture.
  2. How to sell the benefits of ITSM to senior leadership to gain project funding.
  3. How to establish the critical path for a phased ITSM process Roadmap.
  4. Learn Pink Elephant’s proven methodology for resourcing and managing an ITSM service improvement program.
  5. How to establish effective process governance and service ownership roles and responsibilities.
  6. How to develop a CSI Measurement Framework with clearly identified KPIs and management dashboards.
  7. Critical success factors for ITSM tool implementation and configuration.
  • A direction paper for establishing or assessing an ITSM Program
  • A direction paper for establishing service organization roles
  • A direction paper on developing an ITSM Training Strategy
  • An example Service Improvement Plan document
  • An example Awareness and Communication Plan to promote the new vision
  • Detailed ITSM Program roles document
  • An e-copy of Pink Elephant's acclaimed book "Service Management Strategies That Work – Guidance For Executives"


  • ITSM Program Sponsors and Champions
  • CIOs; VPs; IT Directors
  • ITSM Consultants; IT Project Managers


There are no prerequisites for this workshop.


  • There is no exam for this course
  • You will attain 6.75 professional development units (PDUs) for Project Managers

Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Pink Elephant Terms of Use.


Many of our courses are available in Virtual format – meaning you just need a good Internet connection and a comfortable location with minimal distractions to attend. Courses are usually presented from 9:00am to 4:00pm CT each day. When you register for the course you will receive more detailed information.


All Pink Elephant’s courses, including this one, can be presented at your location. For more details, contact 1-888-273-PINK or

View terms and conditions related to public courses.

Fees do not include applicable tax, which is payable for all events presented in Canada.

Please check back for course dates!