Moving from Project to Service Focus

I've recently moved from a shared service organization into a customer facing IT group.  It didn't take too long to realize that the customer facing IT group was very project and solution focused.  There was very little Service orientation - that is, once a solution was created it went directly into 'support', which meant keeping the solution up and running and maintained.  Then the team went onto the next project.  The issue with this approach is that there then ends up being little re-use, service improvement, or strategic thinking.  If you wanted a change, you then have to start another project, with all of the associated overhead.  Sometimes a project is just an application and this way of thinking is fine.  However, in many cases, a project leads to a service and should be managed as a service, with a clear service owner, customer boards, roadmap planning, meaningful service metrics, continuous improvement, SLAs, etc.  Below is a model I am proposing as a strategic shift to enable re-use, speed and customer focused services rather than a pure application focus.   Post a comment - would like to hear your thoughts.