ITSM Implementation journey consists of 3 phases:
- Modernization Phase
- Transformation Phase
- Innovation Phase
There are several steps in implementation of IT Service Management
Simplification
- 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
Standardization
- 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
Self-Service
- Identification factors to optimize self-service adoption
- Expanded Service Catalog
- Self-Service Knowledge
- Understand Management Analytics Requirements
- Management and Executive Dashboards/ Analytics
Automation
- 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
Visualization
- 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
Enrichment
- 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