Gartner Research

Create an Action Plan for Delivering SharePoint as a Set of Services

Published: 10 May 2016

ID: G00294586

Analyst(s): Craig Roth

Summary

Applying a "service delivery" mindset to SharePoint — by breaking it into a set of business-focused services that will be delivered — mitigates common problems SharePoint owners have with adoption, training, proving business value, and determining what to use SharePoint for.

Table Of Contents

The Gartner Approach

The Guidance Framework

  • Prework
    • Use Heat Maps for Gap Analysis
    • Recognize That Higher Rewards Will Require Higher Investment and Risk
    • Automating Nonroutine Work Should Be the Prime Purpose of SharePoint
    • How to Use a Productivity Matrix to Categorize Service-Worthy Tasks
    • Use the IT Infrastructure Library (ITIL) for Service Management Best Practices
  • Step 1: Instantiate Service Portfolio Process
  • Step 2: Instantiate a Demand Management Process
    • Grassroots
    • Requests
    • Discovery
  • Step 3: Build Technical Service Catalog
  • Step 4: Build Business Service Catalog

Risks and Pitfalls

  • Feedback on This Document

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