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LTI SM4ConsultNxt

NextGen Service Management Strategy
As organizations embark on their digital transformation journey, service management needs to cater to the nuances that this transformation brings. Service management strategy and function need to be looked at afresh, including the impact that the end customer’s service experience has in service delivery.

Further, organizations going through mergers, acquisitions, divestitures, or spin-offs face unique service management challenges. They must ensure that the target service management strategy is aligned, and that related value streams, processes, tools, IT assets, contracts, and functions are aligned, refined, rationalized, or restructured.

LTI SM4ConsultNxt provides services that address these scenarios and enable an organization’s service management strategy for digital transformation. It redesigns/restructures your service management function and tools for a digital era. It also assists our customers to institute value streams & frameworks and Customer experience frameworks.

Our Approach:
Our Service Management experts will collaboratively work to understand the end customer outcomes, business expectations, business strategy, and challenges. We jointly formulate the service management strategy to address these, create a target operating model and transformation roadmap to realize the end state. Our consultants collaboratively define the framework for opportunity cost calculation, personas, customer experience, and value calculation. Our tool experts work with your team to understand the future state requirements, current pain areas and challenges, put together the tool strategy and transformation roadmap, and help with rationalization of tools in your IT estate.

LTI SM4ConsultNxt Services:

  • Service Management Strategy Consulting: Consulting services to define your service management strategy, roadmap, and target operating model to ensure business and IT alignment. Services to design or restructure the service management organization/function.
    Service management advisory services that put together the service management strategy during mergers, acquisitions, divestitures, or spin-offs. Our consulting services steer effective consolidation or bifurcation of services, policies, processes, functions, partners, tools, IT assets and contracts (ITSM and ITAM contracts including publisher contracts).
  • Value and Framework Consulting: Consulting services to design business-oriented value and related frameworks such as value calculation framework, opportunity cost framework, knowledge management framework, etc., in addition to the Customer Experience Level (CXL)-driven SLA (or XLA) framework. Our service management consulting services map value chain/streams and associated personas.
  • Service Management Tools Strategy Consulting: Service management consulting services to formulate your tool strategy. Consulting services that perform an in-depth assessment of the tool estate to identify rationalization opportunities and transform the tool estate to meet future business expectations together with cost benefit analysis.


  • LTI’s proprietary frameworks and methodologies
  • Experienced service management strategy consulting team
  • Tool rationalization and assessment kit to drive tools strategy

Business Benefits:

  • Customer outcome-focused, business-aligned service management strategy
  • Service value chain or value maps and aligned personas to drive business service outcomes
  • (Re)structured service management function with clearly articulated accountability, roles, and responsibilities
  • Established service management tool strategy to drive tool maturity and lower OPEX
  • Rationalized tool estate, saving license costs and reducing OPEX

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