Maturing and incrementally adding capabilities

Previously in this chapter, we covered the service management roadmap and provided an example. It happened to be an 18-month view, broken down into 6-month increments, and we understood various performance checkpoints (of 30 to 60 days). In reality, the efforts continue beyond 18 months. By the end of the first 6-month interval, an additional 6 months should be added to reflect the 18-month lookahead. Ideally, the same group that was involved in creating the first roadmap would also be involved in creating the subsequent 6-month additions. This is an indicator of maintaining the formal service management capability. The trapped data is an indicator of the value being provided by the capability with continued governance in place. It is also practical for new process owners to be introduced, and existing process owners might move to a different process, whether existing or newly added, creating continuity within the governing body. This...