Next Generation Service Management

Executive Consultant, ITIL Instructor


This engagement involved the facilitation of multiple interactive training sessions for the leadership and supervisory roles on IT Service management.  Although largely focused on the ITIL framework and certification, the sessions included the latest (‘next generation’) service management thinking for IT organizations operating in a multi-supplier ecosystem, such as Sempra.

Specific attention was given to the support experience in situations where international boundaries, languages, culture differences, and multiple support responsibilities were involved.  Other major areas of detailed discussion were service level management and the agreement process, the formulation of operational level agreements., development of an overarching service strategy, and how to approach adjustments in internal culture.

Peripheral discussions were held on managing the service experience.

Almost all the core IT staffers (30+) subsequently sat for ITIL certification, with a 100% pass rate.

Sempra US Gas and Power

IT Headquarters, Downtown San Diego, California

Sempra Energy is an American natural gas utilities holding company.  For 2015, Sempra Energy reported more than $10 billion in revenue and 17,000 employees, serving more than 32 million customers worldwide. It is the largest natural gas utility in the United States in terms of coverage area and population served, and is a major force in international natural gas markets.

For more information please visit the corporate website here:

Key Deliverables

Service Management Office

The creation of a Service Management Office function, including charter statement, procedures, and role taxonomy.  Design of an operating model and key artifacts for the SMO spanning a steering committee and leadership, service owner, service manager, and supporting process owner and manager roles.


Communications Plan & Engagement Strategy

Development of a short term communication plan for the SMO spanning the period of enablement for the SMO, and the working draft of a longer term plan for more wider use as part the long term roadmap.  Design of key artifacts to design and customize stakeholder specific engagement strategies.

Service Portal and Catalog

Detailed specification of a service portal, service catalog and service request catalog capability.  Emphasis on the request catalog with the option to amalgamate request groupings into larger service bundles and lines of service.

Outside-In Strategy

Design of a customer centered (outside-in) strategy and approach to propel a repeatable method to target, interview for, catalog, and inspect individual consumer situations – ‘scenarios’, and selectively apply service management thinking as part of a continuous improvement program.

Service Taxonomy and Service Portfolio

Metadata specification for a both a service record and a service portfolios part of a service portfolio management responsibility, and incorporation of both into the existing end-to-end application lifecycle policies and procedures managed by enterprise architecture, and configuration management plans.

Short & Long Term Roadmaps

Development of both a short term and long term roadmap for the progressive application of service management concepts and methods through operation of the SMO.  The roadmaps specified key artifacts and deliverables for a phased implementation service management system and supporting operational roles and procedures.

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