Services and practices
Who owns service outcomes, who governs each practice and how those responsibilities connect.
Consulting · Transform
ITSM Operating Model Design
Define who owns what, who makes which decisions and how the service-management organization should work as a whole.
Why it matters
As organizations grow, ITSM responsibilities become fragmented.
Service Desk, infrastructure, application teams, product teams, suppliers and management often share responsibility without a common model for ownership and decision-making.
PracticePraxis helps design an operating model that connects service ownership, practice governance, decision rights, reporting and continual improvement.
Typical duration
6–10 weeks
Scope depends on organization size, number of teams, suppliers and governance complexity.
Outcome: clarity on ownership, decision rights and how teams work together.
What we define
The operating logic behind effective service management.
Decision rights and forums
Which decisions are made where, who has authority and which governance forums are genuinely needed.
Teams and suppliers
How Service Desk, infrastructure, application, product teams and suppliers work together to manage services.
How it works
From strategic intent to a workable governance model.
Current organization review
We review structures, roles, current governance, service model and the main pain points.
Interviews and design principles
We engage management and key teams and align on the principles for the future model.
Operating model design
We design ownership, RACI, decision rights, governance forums, escalation and reporting.
Transition roadmap
We validate the model with stakeholders and prepare a realistic path to implement it.
What you receive
A documented operating model and transition path.
- ITSM Operating Model document
- Service and practice ownership model
- Role definitions and RACI matrices
- Governance structure, decision rights and escalation model
- Team and supplier interaction principles
- Metrics, reporting and continual improvement governance
- Transition roadmap and executive presentation
Unclear who really owns ITSM outcomes?
Create an operating model that gives management, owners and teams a common way of working.