ITSM Implementation journey consists of 3 phases:

  • Modernization Phase
  • Transformation Phase
  • Innovation Phase

There are several steps in implementation of IT Service Management


  • Expected Outcomes and Baseline
  • Existing Tools and Process Migration Strategies
  • Quality and Scope Configuration of Data
  • Operational Reporting Requirements
  • Highest Value and Common Requests
  • Most needed Knowledge Articles


  • CMDB Design and Population of Defined Scope
  • Implementation of Consolidated Processes
  • Build Phase 1 Report Library
  • Build Phase 1 Request Catalog
  • Minimal viable set of integrations
  • Knowledge Base for Fulfillers


  • Identification factors to optimize self-service adoption
  • Expanded Service Catalog
  • Self-Service Knowledge
  • Understand Management Analytics Requirements
  • Management and Executive Dashboards/ Analytics


  • Identify processes and touch points with PMO/ Dev Org for release
  • Organizational acceptance of PM Discipline
  • Integrated Release Process, joined up with Dev
  • Extend existing CMDB to cover asset
  • Deploy Orchestration and Discovery


  • Use existing CMDB to capture ‘gaps’ and ‘siloes’ for Service Mapping
  • Understand mobility requirements of the organization
  • Understand scope of automation and virtual automation
  • Understand biz requirements around Service Lifecycle


  • Iterative Service Mapping , initiating with most critical
  • Extended Portal capabilities including Mobile/Tablet
  • Full Cycle Service Portfolio Management
  • Understand Business Analytics Requirements
  • Business Dashboard/Analytics

To achieve improved customer satisfaction, increased productivity, and the enablement of business outcomes at the forefront of your project follow below tips for smooth implementation of ITSM:

  • Start with an ITSM Maturity Assessment
  • Determine Key ITSM Tool Integrations
  • Tap into ITSM Industry Analyst Expertise
  • Evaluate the ITSM Vendor’s Value as a Business Partner
  • Evaluate Licensing and Hosting Options
  • Focus on Improved Customer Experience
  • Customer Engagement and Demand Fulfillment
  • Investment in Service Desk
  • Problem Management
  • Meaningful Metrics Development
  • Get all of IT working together
  • Change and sell the pitch

Success Measurement with an ITSM tool

  • Focus on Key Performance Indicators and Metrics adding value to business
  • Exemplary Hierarchy for Reporting
  • Quit Report- making and initiate as well as adapt to Real-Time Dashboards