microsoft powerpoint - successfully implementing itsm tools

1“Successfully Implementing ITSM Tools” ©2006 InterProm USA

ITSM: IT Service Management

By Mart RoversPresident

InterProm USA Corporation

“The must-do’s and how-to-do’sto make your ITSM tool implementation pay off.”

Successfully Implementing ITSM Tools


Agenda• Introduction• What is an ITSM Tool?• ITSM Tools and Systems Management Tools

– What are the differences?– What do they have in common?

• Guiding Principles for Successful Implementations

• What are the Critical Success Factors?• Lessons-Learned• Your Next Steps


Agenda•• IntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools

––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?

••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations

••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps


About InterProm USAFor Business Service Management Excellence in:• ITIL® and ISO20000 Certification Training• SPOT™ Training & Education• SPOT™ Maturity Assessments• BSM Implementation Coaching• BSM Implementation Consulting• Interim & Project Management • ITSM/ITIL® Products

ITIL is a Registered Trademark by OGCBSM: Business Service Management

For more information please visit:http://www.interpromusa.com

SPOT™ is a Registered Trademark by InterProm USA

ITIL® Experts Since 1992!


Agenda••• IntroductionIntroductionIntroduction•• What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools





What is an ITSM Tool?

• ITSM Tools typically support ITIL’s Service Support and Service Delivery Processes.


What is an ITSM Tool?• Processes typically supported by ITSM

Tools– Incident Management– Problem Management– Configuration Management– Change Management– Release Management– Service Level Management


ITIL-Based,ITIL-’Compliant’

ITIL-’Wannabes’• ITIL-Based

– Applix(iET Solutions)

– Assyst (Axios Systems)

– Expert Desk (Mansystems)

– Service Desk (hp OpenView)

– InfraEnterprise(Infra)

– MSM (Marval)

– ViaTIL(BMC Software)

– And more…

• ITIL-’Compliant’– Clarify

(Amdocs)– HEAT -> ITSM

(FrontRange)– ITSM Accelerator

(Mercury)– Remedy

(BMC Software)– Service Center

(HP)– Service Desk

(CA Unicenter)– Service Desk

(Peregrine/HP)– Vantive

(PeopleSoft)– And more…

• ITIL-’Wannabes’– Too many…


Systems Management Tools

• Application Management• Database Management• Server Management• Desktop Management• Network Management• Etc.


Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?•• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools

–– What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?




ITSM Tools and Systems Management ToolsThe differences…

• ITSM tool implementations are ideally process-driven tool implementations

• Systems Management tool implementations are more often technology-driven or work instruction-level-driven tool implementations



• Organizational Impact–High for ITSM Tool Implementations

-> across-the-board process support– Less significant for Systems

Management Tool Implementation -> limited to a particular technology area



• ITSM tools have all the characteristics of being IT’s ERP tool and is therefore a business critical tool for IT from day-one

ERP: Enterprise Resource Planning



• ITSM tools of quality have an IT Service-focus

• Systems Management tools often lack this capability, especially when dealing with point-solutions


Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?•• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools

––– What are the differences?What are the differences?What are the differences?–– What do they have in common?What do they have in common?




ITSM Tools and Systems Management ToolsCommonalities…

• Both ideally follow every normal project-based implementation approach and lifecycle

• Requirements gathering• Design• Build or Buy• Test• Deploy• Maintain• Retire


ITSM Tools and Systems Management ToolsCommonalities…

• Both types of tools should support the People (People-Process-Technology) that are working with the tools as well as the Processes


Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools


•• Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementations


ITIL is a Registered Trademark by OGC


Guiding Principle 1• The tool should support the People AND the

Process-> People and Processes drive the tool

decisions-> Tailoring or customizing the tool should be

driven by the processes and procedures to be supported

-> “A fool with a tool is still a fool” (Lindsay Parker, HP)


Guiding Principle 2• Minimize customizations: ITSM Tool

vendors’ compliancy with ITIL is still increasing-> ITIL-based vs. ITIL-compliant


Guiding Principle 3• The tool vendor is an implementation

partner and will share in the success-> How to treat your vendor…?


Guiding Principle 4• The ITSM tool solution needs to support

the ITSM strategy and not hinder it-> What is your ITSM Strategy…?


Guiding Principle 5• The ITSM tool is the main information

source for IT and IT’s Knowledge Management efforts-> Process improvement and thus

ITSM tool implementations are all about managing knowledge…


Guiding Principle 6• Ownership of the tools lies within the

Process Management Organization-> Process Managers are the main

stakeholders of the ITSM tool


Guiding Principle 7• The ITSM tool needs to be an integrated

part of IT’s overall technology architecture -> The ITSM tool should be one step

closer to an end-to-end tool architecture


Guiding Principle 8• Work instructions are the only

documents that reflect the usage of the tool.-> Avoid including tool-related

aspects in the process and procedure documents


Guiding Principle 9• Don’t blame the tool!

-> Often it is the culture or the process immaturity that causes ITSM tool implementations to fail





•• What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps



Critical Success Factor 1

• Implement in a phased-approach small steps -> Small steps (Plan-Do-Check-Act)-> Consider Time-boxing


• Test-Test-Test!-> Test plans to consider:

– Functional Test Plan– Integration Test Plan– Technical Test Plan– User Acceptance Test Plan– Back out Test Plan– Continuity Test Plan– Performance Test Plan

-> All plans should relate to a Requirements Traceability Matrix



• Distinguish Processes from Procedures from Work Instructions to minimize documentation updates-> You are trying to get rid of

duplication of work, so don’t reintroduce it

-> Set up process, procedure, work instruction and tool review boards



• Strong capabilities regarding Roles and Responsibilities features should be high on the wish-list (SOX requirement)->Support:

– process roles– line management responsibilities– maybe even project management roles

SOX: Sarbanes Oxley



• Notification, Escalation, and Approval procedures should easily be supported by the ITSM tool solution ->Do you have policies,

procedures and ownershipdefined for all of those…?



• Reporting capabilities are key and are a key differentiator-> easy of use: drag-and-drop-> end-to-end visibility: dashboard-> should support metrics (KPIs) to

manage the process data as well as the quality of the process

KPI: Key Performance Indicator



• Training tailored to the type of user-> Initially generic Tool Vendor

Training, but then customize it-> End-User Training vs. Administrator

Training-> Different training course for every

process role



• Define Use-Cases/Business Cases based on real-life business scenarios to determine that the tool covers every aspect of the process->“Happy Path”->“What-if Scenarios”



• Continuous stakeholder communication is crucial!->They are your best advertisers

of the exciting new (tool) developments

->Communication ≠ Sending E-mail messages



• Ease of integration with systems management tools is a cornerstone to mature-> Crucial for the initial success of:

• Configuration Management• Incident Management• Service Level Management

-> and of any other process later on






••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?•• LessonsLessons--LearnedLearned••• Your Next StepsYour Next StepsYour Next Steps



First Lesson• Insufficient time is planned for testing

or the test environment does not reflect the production environment-> Out-of-the-box doesn’t mean you

can cut back on testing


Second Lesson• No IT Tool Architect and IT Tool

Architecture in place let alone an ITSM Strategy that should drive the tool architecture efforts. -> The ITSM Strategy has to be based

on business drivers (ROI)

ROI: Return On Investment


Third Lesson• When not being a Fortune 50/100™

company stick to off-the-shelf software and stay away from building your own ITSM software -> Money spent on reinventing

today’s ITIL-based tools should be reallocated to Management of Change

Fortune 50/Fortune 100 is a Registered Trademark of Time, Inc.


Fourth Lesson• Classification of Incidents, Problems,

Changes, Releases, and CIs should mainly be done through Code fields instead open free-format text fields -> Quick-Win in many ways

CI: Configuration Item


Fifth Lesson• Apply the 80/20 rule.

-> No tool will be a 100% fit. The moment your ITSM tool solution is no longer able to support your ITSM requirements for 80% it is time to replace it.

-> For ITIL-based tools this is usually after 5 years or even more. When an ITIL-based tool doesn’t fit for 80% then probably something is wrong with your processes or you have organizational challenges


Sixth Lesson• The end-to-end ITSM tool does not exist (nor

does the end-to-end Systems Management tool).-> You will always need the integration

with Systems Management tool solutions

-> Ease of integration is crucial, which preferably needs to be supported by the vendor and not be a concern for you: You are paying for it through your support contract anyway…


Seventh Lesson• The ITSM tool that provides a CMDB

solution in the true sense of ITIL’s CMDB does not exist-> We still have a long way to go…

CMDB: Configuration Management Database


Eighth Lesson• Begin at the beginning, not the end…

-> Take the big picture approach and then drill down into the details

-> Beginning at the end means fighting symptoms and only serves job security goals…





••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned• Your Next Steps



Next Steps• Do you have a process improvement strategy?• What does your process architecture look like?• Do you have a technology improvement strategy?• What does your tool/technology architecture look like?• Are you willing and able to make organizational

changes to better support your processes and thus the business?

• Are all these components in sync?


Q&A


THANK YOU FOR YOUR ATTENTION!

For more informationplease visit

www.interpromusa.com

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