Operating Model: Services led operating model / ITSM

Multi-Billion Dollar SaaS Company
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Situation
Shift from a siloed IT shop into a service-oriented organization
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Approach
Establish the framework and model to transition towards the ITSM journey
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Outcome
The IT organization was better organized to plan, deliver, and track the value being provided to the business

Situation

The new CIO at a multi-billion dollar SaaS provider realized that the organization’s current operating structure was not driving end-to-end accountability nor was it delivering value to the business. She wanted to make the pervasive shift from a siloed IT shop into a service-oriented organization.

She asked Metis Strategy for help to undergo an IT Service Management (ITSM) transformation to ensure her organization was prepared to deliver business value in the digital age.

Approach

ITSM is a journey that often spans years. Metis Strategy helped this company take the first step in that journey by establishing the framework and model. Over the course of 6 months, Metis Strategy undertook the following:

  1. Worked with teams to define services in the following key categories: business aligned services, End-User Services, and Technology Services
  2. Identified Service Owners who would own service offerings from ideation through delivery, leading to greater accountability and ownership
  3. Facilitated Service Owners in defining outcome-oriented service metrics
  4. Provided a roadmap for maturing the model over next 12-18 months

Outcome

Following the rollout of the ITSM model, the IT organization was better organized to plan, deliver, and track the value being provided to the business. Over time, Service Owners were able to track the total cost of ownership for their services and show actionable ROI on the value delivered. In the end, the CIO recognized an evident shift in the sentiment towards IT throughout the organization. The IT organization was able to shift the way they went to market in the digital age.

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