Road to Service Financial Management


How to Unlock the Hidden Value in Your ITSM Investments

How do you unlock the hidden value of your IT Service Management (ITSM) investments to deliver on all the promises made when set down the ITSM path?  If you are like a lot of organizations, you embraced the ITIL framework as you set off down the road to ITSM.  Operationally, things are working well.  The Incident, Problem and Change processes are working and you have even enabled a Service Catalog with requestable services.  Things are getting fixed more quickly and are less likely to breakdown.  Requests are fulfilled more quickly and accurately.  You are managing your resources fairly well.  You have many projects in the works that support the business.  Even with these successes, do you still have constant pressure to reduce costs and get budgets approved?  Are you still struggling with low perception of IT value in your organization?  Why doesn’t the revenue departments see IT as a strategic partner instead of cost center?

When you embarked on this journey and made ITSM investments,  you believed the perception of IT would change.  The business would see you as a “valued” partner working lockstep on the same objectives and priorities they have set for themselves.  Yet you struggle to manage competing priorities and expectations from the business.  They want it sooner, or their project is more important than another, and you don’t seem in sync.

Well, strap in for a four part series that will take you on a journey that may change the way you think about ITSM and the strategic linkage to IT Financial Management (ITFM.) This will provide you the key to unlock the promises and expectations associated with embracing ITSM. It is a journey with stops and layovers in some less understood concepts in both the ITSM and ITFM frameworks, and leads to new capabilities that can elevate your organization from a cost center to a business partner. In return this will change the dialog you have with your customers from “Why does IT cost so much?” to “We’d like to buy more of that.”   

We are going to start the journey with some clarification around the nature and strategic importance of the Service Portfolio and then a discussion on a model to enable fully functioning services that will be a game changer for your organization.  From there we will spend some time looking at how to link your portfolio of services to cost models with a clear value proposition for your customers.  We’ll also share directional guidance on value paths to help you navigate to the destination that works best for your organization. We will also cover some tips on elevating your conversations you have with your business constituency in terms they understand. We are going to leverage aspects of both ITSM and ITFM to unlock the hidden value, and we are calling this Service Financial Management (SFM).  

Here is a look at the itinerary for our journey:

Stop 1:  Anatomy of a Service Portfolio  

  • Dispel some common misunderstanding of what the Service Portfolio is, and its role as the navigation system on the Road to Service Financial Management.

Stop 2:  Building Complete Services

  • Discuss a framework and approach to build and manage services that meet customer expectations and articulate the value proposition.

Stop 3:  Establishing Value with A Service Cost Model

  •  Establish the value linkage between services you manage and the costs to provide those services to your customers and business partners.

Stop 4:  Understanding Service Financial Manage Value Paths

  •  Overview of the various options and capabilities associated with creating “service value” by leveraging SFM.

Join us next week on our first stop where we dive into the anatomy of a Service Portfolio.

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5 Partnerships that Show the Importance of Relationship Management

Dave Harding is a former Cask “Cooper” who now runs corporate operations at Stave.  Stave develops business applications that run in the ServiceNow platform, extend your business capabilities, and help you go further, faster.  For information about their apps and for additional articles, please visit

When most people hear relationship management they think about customer relationship management (CRM). Worldwide CRM software totaled $26.3 billion in 2015, up 12.3 percent from 2014, according to Gartner, Inc. (more…)

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Security-Related Incidents—It’s Not Just About Protecting; It’s How Quickly You Respond!


These days, when the news talks about IT, the topic is usually security, and more specifically, security related incidents that have compromised the network or data storage of a major corporation, with massive data losses and significant negative impacts on the organization’s credibility and reputation.  Why is it that responses to these incidents, in many cases, are extremely slow? (more…)

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Cask’s Ron Davis Presenting at FUSION 16



Don’t miss Cask advisor Ron Davis presenting at the upcoming FUSION 16 conference taking place in Las Vegas, November 1st through 4th.

FUSION is a premier Service Management conference where attendees can discuss and compare the benefits and challenges associated with using ITSM when implementing virtualization, the cloud, mobility, security, SaaS, and more. With over 100 sessions, this conference will help you establish and accomplish service management goals specific to your organization. This will help you arm yourself with the knowledge you need to implement service management initiatives back at the office. This conference will help you  gain crucial insight into how formal processes and industry tools can align IT goals with business goals to improve operations.

Cask’s Ron Davis will be presenting on Service Management in a Shared-Service Economy.

Session details:

What aspects of the sharing economy are already ITSM-aligned? Having a couple friends stay over on a weekend is sharing. Handing them a bill as they head out makes you an innkeeper. Giving somebody a ride to the airport is sharing. Charging them for it in yesterday’s economy makes you a taxi. Charging them for it in today’s economy makes you a ride-share driver.  At a micro-level, service delivery is the common denominator in both scenarios. Is it safe to say that, at a macro-level, other models that support ITSM-aligned service delivery are at work in the background? All of these scenarios require a level of service management discipline indicative of ITSM frameworks.  Join this session to find out how to apply this framework.



Session Code:  SESSION603

Location:  Room 106-107

Date: Thursday, November 3rd

Time: 2:45 pm – 3:45 pm
Track:  The Futurist
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Cask Presenting at EDUCAUSE 2016


The EDUCAUSE Annual Conference is the premier convening of IT professionals and technology providers across the diverse higher education landscape. The conference creates networking opportunities for colleagues to share ideas regarding strategies, leading change, effective processes, what’s working, and sometimes—more importantly—what isn’t. This conference takes place October 25-28th at the Anaheim Convention Center.

This year Cask is proud to have Director Jason Rosenfeld present alongside Helen Norris of Chapman University, Carol Gonzalez of Cal Poly Pomona, and Borre Ulrichsen of Gonzaga University on the topic “Promoting a Culture of Transparency and Accountability through IT Service Ownership.” This session demonstrates how turning an IT organization into a truly service-focused team requires a cultural change on every level. Come learn about how three universities used service ownership to make this transition happen in a clear and transparent way. By attending this session you will, learn how to implement cultural changes required for creating a truly service oreinted organization, identify the appropriate owner for IT services , and understand the impact on campus of service-focused IT.


Session: Promoting a Culture of Transparency and Accountability through IT Service Ownership

Date: Wednesday, October 26th

Time: 1:30 pm – 2:30 pm

Location: Exhibit Hall B/C, Level One


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Cask Presenting at itSMF Southern ITSM Summit

Cask is proud to be a Sponsor for the itSMF Southern ITSM Summit on Monday, Oct 17th in Roswell GA. This is the largest 1-day Service Management conference in the Southeast.

During this summit, speakers will present their experience in various ITSM topics that are relevant to everyone today. You will have the opportunity to select from 16 presentations spread over 4 tracks. Don’t miss Cask’s Associate Director, Kevin Griggs, present on the importance of Organizational Change Management.  Come visit Cask in the exhibition showcase to learn more about our services and enter for our prize drawing for a Cask whiskey barrel!

Date: Monday, October 17th

Time: 7:00 am – 5:00 pm

Address: Doubletree Hotel Atlanta – Roswell GA
1075 Holcomb Bridge Road
Roswell, Georgia  30076
United States


To schedule a time to meet with one of our Coopers to learn more about Cask at this event fill out the form below:

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The Anatomy of a Service Portfolio


The Service Portfolio is one of those service management capabilities that is, generally, not well understood. There tends to be a wide variety of opinion on what it is and how to leverage it in a typical service management program. Some misconceptions about the Service Portfolio include: (more…)

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What you Need to Know Before Purchasing a New Security Tool


Speaking of nightmares… ever tried to implement a tool without a process? Does that sound crazy to you? If it doesn’t, you are not alone. Thousands of companies try to implement management platforms and other tool solutions without properly discovering, defining, and maturing processes that are designed to direct and streamline their organization.  Usually tools are acquired to improve a process.  Without a process for the tool to act on, all you could be doing is (more…)

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Laying the Groundwork for a Successful Engagement


Organizations, throughout multiple industries, are striving to successfully manage their IT environments. Many even find it necessary to invite assistance from some form of professional services organization to help them achieve their goals. I have worked at several of these firms over the course of my career. When we host internal discussions amongst ourselves about the progress we are making (or the lessons learned from working with our customers) we’ve noticed some common themes that, if addressed preemptively, can make our work together much more successful. (more…)

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