C.1 Process implementation

A practical implementation of Service Management should include:

• earning and communicating 'quick wins' to demonstrate the benefits of Service Management
• starting with something simple and adopting a phased approach
• involving Customers, especially those that have been critical of the service
• explaining the differences that will be seen by Customers and Users
• including third-party service suppliers
• managing the changes, and explaining what is being done (and why) to everyone involved or affected - support staff are often cautious about changes, and it is particularly important that they understand the benefits in order to overcome their resistance
• educating staff and managers to become service managers.

Vital elements to consider are:

• the extent of the organisation
• the resources of your disposal, including staff numbers
• the level of maturity of staff, of the processes and of the organisation
• the impact of IT on the business
• the culture of the organisation
• continuous communication with the User population.