Eighth in a Ten Part Series
I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the eighth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.
#8: Resist Customization. Everyone thinks that their organization is
unique, has a unique use case, and has a valid reason why a tool should be
customized to fit their use case. While
I am not denying that there are some valid reasons for customization,
implementing an ITSM strategy should largely be based on ITIL. If your organization is doing something that
doesn’t conform to ITIL, it’s probably worth examining the non-conforming
activity and attempting to discontinue it.
Anyone that has been in IT long enough knows that customizing commercial
off-the-shelf (COTS) software will undoubtedly introduce unknown complexity in
the future. The software manufacturer
and the integrator may warn you against customization while simultaneously
advising that the customization you are requesting is both doable and won’t
cause a headache later. Again, beware;
they are attempting to sell you a product.
Think long and hard about any potential customization. It will cost you in the future in terms of
additional custom development in order to implement upgrades, as well as subsequent
pre and post release testing.