Gartner Research

Implement a Service Management Office to Consolidate Service Governance and Practices

Published: 14 September 2016

ID: G00310684

Analyst(s): Suzanne Adnams, Katherine Lord


As CIOs shift the definition of IT service from technology to business outcomes, they need to consolidate the governance of service management and add business management practices. The SMO provides the organizational entity for addressing these evolving needs and supporting strategic IT services.

Table Of Contents
  • Key Challenges



  • Establish Indicators to Raise Awareness With IT Managers of When and How an SMO Can Provide Value and Contribute to Ongoing Operational Effectiveness
    • The SMO and Maturity
    • Indicators for Moving From ITSM to SMO
    • Leveraging the SMO
  • Implement the Initial SMO by Clearly Defining Its Position, Leadership and Responsibilities Within the IT Organization
    • SMO Startup
    • SMO Leadership and Roles
  • Expand the Scope of the SMO to Address Strategic IT Services and Communicate Business Value to Business Executives and Stakeholders
    • Indicators to Move From Initial SMO to Contributing SMO
  • Identify and Develop the Business Relationships and Expertise Required to Establish a Network of Trust and Respect Across IT and With Business Stakeholders
    • SMO Relationships Within IT

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