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If your organization is considering implementing a service management office, then the good news is you don’t have to start from scratch and invent everything yourself.
The best practices gleaned from PMO implementation and with the work of ITSM efforts, such as ITIL, provide a wealth of information and insights as a starting point. Tool suppliers are also a great source of information to implement your SMO in a way that is sustainable for long-term operations.
There are 5 key areas you must address as a part of your SMO implementation planning:
1. Leveraging Standards:
There is no definitive standard for implementing and operating a SMO. As a result, you will likely need to leverage portions of multiple standards to cover the entirety of service-management-office activities.
2. Defining Processes:
Managing your ITSM processes also requires determining how they will be monitored and controlled to ensure conformance and achieve performance objectives. Industry standards are a helpful source of reference; as are existing processes your organization is already using.
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