Examining rinse and repeat, or do it again and again...

Now that the service management program iteration is nearing its end of term, what happens next? You should begin planning for the next cycle of improvements.

It is key for any organization starting the formal service management journey to understand it is never over; it is a continual improvement path. As we come to the end of one cycle, we prepare for the next cycle by repeating the activities of continual improvement. Just as Rome was not built in a day, a formal service management capability does not happen in 1 or 2 years. In one instance, the journey continued for 10 years and was still ongoing beyond that. As you have seen in previous chapters, there are several practices in service management. It will take time and resources to gain competency in all these practices. Most organizations implementing a service management capability will be able to do 3-4 practices in a 6-12-month time frame. With that in mind, a long...