Download - ITSM Toolset Selection
Planning on Implementing an ITSM Tool SetWhat you need to take into consideration…
Topics
What comes first, the process or the tool
Sample toolsets
10 lessons learned
Conclusion
Making the decision to implement an ITSM software solution is the first step to ensuring …
IT is aligned with the business
IT delivers efficient and effective services
IT measures and manages the services they deliver
IT is perceived as a proactive and client-centric organization
IT spending is managed / under control
The stage is set for the rapid, incident free implementation of future business initiatives
What comes first …
1. The process or the tool?
So you want to implement an ITSM solution, what comes first… Process / Tool?
Two schools of thought
1. Process First
How can you buy a tool without knowing what you want it to do?
2. Tool First
Wouldn’t an ITSM tool have the processes pre-built?
SCOTS– Standards Based Commercial Off-the-Shelf
Software
ITILITIL
North American SuitesRemedy – IT Service Mgt SuiteCA – Service DeskHP – Service DeskHP - Peregrine – Service Centre
North American SuitesRemedy – IT Service Mgt SuiteCA – Service DeskHP – Service DeskHP - Peregrine – Service Centre
ITIL Out-of-the-BoxAxios - assystRemedy - ITSPInfra – Infra EnterpriseMarval – Marval MSM
ITIL Out-of-the-BoxAxios - assystRemedy - ITSPInfra – Infra EnterpriseMarval – Marval MSM
Here are a few tools out there….Help Desk ToolsFrontRangeICANSPMagicTouchpaper
Help Desk ToolsFrontRangeICANSPMagicTouchpaper
System Management AltirisTroux(Discovery tools with relationship mapping)
System Management AltirisTroux(Discovery tools with relationship mapping)
Software Release HarvestSerenaEndeavour(Moving code to a new environment)
Software Release HarvestSerenaEndeavour(Moving code to a new environment)
ERP / CRM PeopleSoftSiebel
ERP / CRM PeopleSoftSiebel
Excellent sites to find ITSM capable tools
No official ITIL accreditation
Pink Elephant’s PinkVerify™ – www.pinkelephant.com/en-us/
PinkVerify• Basic assessments • Viewed as the bible ….
Other list of ITSM toolsets– www.toolselector.com
• Querying facility
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Level Management
Availability Management
PinkVerify™ Service Support Enhanced- 7 Processes - Highest level
As per Pink Elephant’s in-house evaluation criteria
PinkVerify™ Service Support- 6 Processes -
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Level Management
Availability Management
- RM
AM
SLM
RM
As per Pink Elephant’s in-house evaluation criteria
PinkVerify™ Service Support- 5 Processes -
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Level Management
RM
RM
RM
SLM
As per Pink Elephant’s in-house evaluation criteria
PinkVerify Service Support - 4 Processes -
Incident Management
Problem Management
Change Management
Configuration Management
As per Pink Elephant’s in-house evaluation criteria
Now that you know that specialized tools do exists, what are our …
2. Requirements
Before you start, you need to determine exactly what you want to achieve…
Implement only a Service Desk tool? – Which processes do you want to implement – Some tools are sold modularly (by process)
Licensing requirements (Production, Staging, Development, Training, etc.)
Integrate with 3rd party tools
Migrate existing data to new solution
Customize vs. Configure?– Are you so different that you need your own
rendition of an ITSM tool?
Now that you have selected a tool, what’s next?
Implementing an ITSM tool is not just about implementing technology …
It’s about implementing a new culture
It’s about implementing organizational change
It’s about implementing metrics!!!!
It’s about implementing accountability
It’s about implementing standards and a new way to deliver our services
It’s about implementing a Continuous Service Improvement Program
It’s all about implementing a solution!
So now what?
3. Well the next thing we need is Management Commitment!
Management Commitment Senior Management within IT needs to:
– Demonstrate buy-in – Champion the initiative in their area– Understand their role in establishing the culture– Prioritize staff / ITSM team’s daily activities
Project Team
– Steering committee with senior management – Project task force consisting of:
• Project Managers (internal and external)• Process owners• ITSM Tool administrator
The next most important aspect of a project are …
4. Resources
Resource Availability Planning and definition phases is the most time consuming phases of the project
Resources need to be dedicated to this initiative– ITSM Tool Administrator especially!
Workgroups need proper representation from all areas– Think about the clients!
Workgroups must include but not be limited to:– Project Managers, Process owners, Process Specialist,
Solution Architect
Workgroups will define the CMDB data and ITSM tool data– All must agree on the definitions, workflow, assignment routing, etc.
Do not underestimate the effort required to define your data Identify the authoritative source for the data Rationalize / audit the data
Use of External Specialists
Take advantage of specialists – they have done it before!
Specialists should be used as facilitators for workshops, provide direction and coaching for your staff
Ensure the specialists have the necessary level of ITIL certification and process expertise (practical)
Ensure your consulting team is represented with:– PM with ITIL certification – Process specialist– Solution architect – Implementation team members with ITIL certification
Ok, now that you have the people in place, the next step is …
5. Processes
Don’t Try to Do Everything all at Once
Learn to walk before you run
Start with your pain points, usually:– Service Desk– Incident Management / Request Management– Configuration Management
These are quick and measurable wins
Ensure you communicate your successes
Proceed with the other processes
Process Definition Use the approach that best fits your organization
– Processes need to stand on their own irrespective of the tool selected
– Processes will out-live the tool– Ensure your processes are mature
Define what you intend the process to do
Perform a Gap Analysis
Identify and prioritize your gaps, then implement
Changing a process in the latter stages of its lifecycle is not trivial
Document your processes and procedures once the tool has been configured
– Very time consuming but if not done, you will provide a reason for staff to not follow the process
So know you know how your processes will work but what about the …
6. End-State of the Service Desk
Service Desk (Function)
The most affected area in an IT organization
The hub for the capture of ITSM data
Define your structure (centralized, distributed, virtual)
Define your support group structures (Tier 1, 2, 3, etc.)
Create and implement a service delivery culture– Ensure your Service Desk is properly staffed by
client focused resources– Compensate or provide incentives to high
performers– Define your service metrics
Address the service desk agent vs. roaming technician perceptions
In order for your initiative to succeed you need to ensure timely and effective …
7. Communication
Communication Plan
One of the most important aspect of the initiative
Build a formal Management of Change program
Establish a communication plan that will keep all parties abreast of the initiative as it progresses
You have a good story to tell; get the people excited
Communication Objectives
Promote IT as a service provider
Improve employee morale
Enhance client awareness and satisfaction
Align IT with the business
Communicate the positives of ITSM– Improved efficiency and effectiveness in the delivery of services– Proactive service delivery culture– Cost savings for technology and people– Sets the stage for rapid implementation of future initiatives
We keep talking about an ITSM tool so what do we need to take into consideration when dealing with ….
8. Technology
Customization vs. Personalization
Customization– Performing code changes within the tool
Personalization / Configuration– Changing the flow of the process through
organization specific data
Customization may be required, but the organization should try to minimize the customization effort– Customization may cause issues when performing upgrades
to the tool– Each upgrade may (will) require a re-customization– Vendor support might be jeopardized
Architecture Do not accept everything a vendor tells you. Test! Test! Test!
Perform performance benchmarks within the building, the city and the country
– Identify performance issues before going live– If required, adapt your infrastructure to support the performance
requirements• Dedicated servers • Increase bandwidth• Implement thin client access (if required) such as Citrix Metaframe
Ensure you have in-house specialists for the database (i.e. Oracle, SQL, etc.)
– Will be required to optimize or fine tune the database Licensing
– Ensure you have the required number and type of licenses
Technology Integration Majority of ITSM tools have built-in integration with
3rd party tools (telephony, monitoring, etc.)
Discovery tools
Configuring the integration requires a good attention to detail– Need to develop tool specific scenarios (events, alarms,
etc.)– Need to configure the technology to pass only acceptable
data to the tool
Integrating 3rd party technology to the tool is not seamless– Significant effort may be required for the definition,
loading and the upkeep of the data
The most time consuming exercise is to define your ….
9. Data
Base Data Definition Should be developed with the involvement of parties using the
data
Not unlike other tools; tables / templates / data will need to be created:– Organization, Location, People – Process templates / macros to automate the creation of records – Assignment routing, escalation, etc.– Generic Service Level targets (as a start)– Service Catalogue (all the services delivered by IT)– Product Catalogue (Configuration Items)– Bilingual??
Must be completed in order to populate the tool with your base information
You could have the best solution in place but you will not achieve your goals unless you pay particular attention to the last step before going live …
10. Customized training
Training
Training programs must address more than just the tool– Training should be customized for your environment and with your data– Training should include:
• The processes • The operational procedures• New service delivery model• How to use the tool
Do not assume staff will figure it out on their own
Half day or one day high-level training will not make experts
Majority of IT will be required to use the tool, majority of IT should be trained
Ensure training is provided “Just-in-Time”
Do not give anyone a reason not to use or buy-into the solution
Conclusion
Recommended high-level approach to implement an ITSM tool– Get management buy-in and assign a Champion– Assign the proper level of dedicated resources– Define and organize your Service Delivery model / structure– Define your data (could take months)– Document and publish your processes and procedures– Develop training program for your processes and procedures– Address your First Priority Processes, but in a piecemeal fashion– Minimize your requirements for tool customization
Build a Continuous Service Improvement Program