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