Seventh in a Ten Part Series
By
I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the seventh in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.
Lesson
#7: Review ALL existing ITSM
systems, organization charts, and IT contracts when developing the strategy for
your new ITSM platform. If you’re
going to deploy a new, single, unified ITSM platform to replace all others in
the organization, you’ll need to gain read-only administrator access to each of
these existing systems and thoroughly interrogate them. This includes project management
systems. Any application that is used to
manage IT assets (assets are hardware, software, and people) should be reviewed
and a thorough analysis conducted to determine exactly how use cases will
translate from existing systems to the new one.
Similarly, you’ll need the organizational structure context that only
organizational charts can provide. While
the transition is under analysis and execution, a concerted effort must be made
by the organization to keep reporting relationships and functional teams
largely intact. In other words, it
becomes increasingly difficult to implement an effective ITSM strategy if the
organization is in a constant state of flux.
Lastly, you’ll need to gain access to all of the active asset
(underpinning) contracts within IT. When
implementing asset management and service level modules, the information
contained within the contracts will be required. Some of this information may be sensitive so
be prepared to have these conversations with the keepers of these documents.
