Get Instant Access
to This Blueprint

Infrastructure Operations icon

Build an ITSM Tool Implementation Plan

Plan ahead with a step-by-step approach to ensure the tool delivers business value.

  • Selecting the Wrong Resources: You need ITSM technology and process experts, because this is not just a technology project, but also a process improvement opportunity.
  • Over-Reliance on the Vendor to Optimize Your Tool: Yes, the vendor will typically install and set up the tool, but they will not fix your processes for you.
  • Not Preparing for Data Migration: Data migration is complex. You need to determine what data to migrate, if any, and how that data will be mapped to the new environment.
  • Insufficient IT and End-User Training: A link to the ITSM tool manual is not enough. Staff and users need training on how your processes will be executed in the new tool.

Our Advice

Critical Insight

  • Start with the assumption you don’t need to migrate old data.
  • ITSM tools are designed to support ITIL best practices.
  • Implement your new tool in stages to manage scope.

Impact and Result

  • Ability to plan and scope the project to avoid or reduce last-minute chaos.
  • Opportunity to review and optimize processes as part of the ITSM tool implementation project.
  • Improved project management, and therefore, better cost and effort estimates, by identifying required tasks upfront.

Build an ITSM Tool Implementation Plan Research & Tools

1. Build an ITSM Tool Implementation Plan Deck – An implementation guide that walks you through the steps to ensure the tool delivers business value.

There may be hundreds of parameters to define and decisions to make, so identifying the full list of tasks early is critical for the success of the implementation project.

Read our blueprint to find out why you should plan ahead for your ITSM tool implementation, identify your challenges, and understand how we can support you in acing this project.
Build an ITSM Tool Implementation Plan – Phases 1-3

2. ITSM Tool Project Charter Template – A charter to document your project scope, milestones, stakeholders, risks etc. to kick-off and manage your project.

This project charter document summarizes the Project Overview (Description, background, drivers, and objectives), Governance and Management (Project stakeholders/roles, budget, and dependencies), and Risk, Assumptions, and Constraints (Known and potential risks and mitigation strategy).

ITSM Tool Implementation Project Charter Template

3. ITSM Tool Implementation Checklist – A tool to help identify the most common decisions you will need to make and prepare for your implementation project.

The checklists in this tool identify the most common decisions and preparation you will need to make to support the implementation for the ITSM modules that we recommend are set up first: incident management and service requests; change management; and asset management. Use these checklists as a model to follow for any additional ITSM modules you plan to implement, and refer to Info-Tech's blueprints for each service management topic for additional guidance.

ITSM Tool Implementation Checklist

4. ITSM Tool Deployment Plan Template – A tool to help prioritize and prepare for tool rollout plan.

This deployment plan documents the strategy and decisions made for making the transition to the new ITSM tool, and the details to execute the cutover to a live environment, including how, when, where.

Use the deployment plan template to document the strategy and decisions made for making the transition to the new ITSM tool.
ITSM Tool Deployment Plan Template

5. ITSM Tool Training Schedule – Use the tool to create your new tool training roadmap.

This template is a guide for creating a training and communication plan as part of the implementation project for your ITSM tool. Use the template to document and plan the communications and training needs prior to deployment of the new tool.

ITSM Tool Training Schedule

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.

7.0/10

Overall Impact

$9,893

Average $ Saved

8

Average Days Saved

Client

Experience

Impact

$ Saved

Days Saved

Collège communautaire du Nouveau-Brunswick

Guided Implementation

8/10

N/A

N/A

Thanks, The Blueprint give us a big picture of the work ahead and I appreciate the checklist that will help us to plan our implementation.

Veterans United Home Loans

Workshop

6/10

N/A

N/A

Overall, we thought the engagement went very well. The content was good. Joe knew the material and did a good job facilitating the content. There w... Read More

Clear Channel International Ltd.

Guided Implementation

9/10

$16,400

10

Clear Channel International Ltd.

Guided Implementation

8/10

$3,280

5

County Of Wellington

Guided Implementation

9/10

$10,000

10

Alabama Department of Environmental Management

Guided Implementation

2/10

N/A

N/A

Town Of Marana

Guided Implementation

9/10

$68,177

47

Choctaw Nation Of Oklahoma

Guided Implementation

10/10

N/A

N/A

Dakota County Government Center

Guided Implementation

9/10

N/A

4

Load More Testimonials

Build an ITSM Tool Implementation Plan

Plan ahead with a step-by-step approach to ensure the tool delivers business value.

EXECUTIVE BRIEF

Analyst perspective

Take control of the wheel or you might end up in a ditch.

The image contains a picture of Frank Trovato.

An ITSM tool implementation is a complex project with direct impact on IT’s ability to support the business. With that level of risk, you need to take control early on.

Yes, your vendor will support or execute the technical implementation, but they depend on you to tell them how to configure ITSM parameters and workflows that affect user interface, the ability to manage incidents, and governance over assets and IT changes.

If you leave the configuration completely to the vendor, at best you might get the same setup as in your old tool (and not realize the benefits that leadership is expecting). At worst you end up with default values that don’t fit your process needs, i.e., confusion and not realizing expected benefits.

A successful implementation requires early planning from a wide range of resources including ITSM tool experts (supported by the vendor), process experts, and a project manager to methodically step through the hundreds of parameters you will need to define before implementation.

Frank Trovato
Research Director, Infrastructure and Operations
Info-Tech Research Group

Executive Summary

Your Challenge

Common Obstacles

Info-Tech’s Approach

Leadership has invested significantly in a new ITSM tool and expects to see the benefits they were promised by the vendor and the procurement team.

The ITSM project team needs to balance leadership expectations with the direct impact this project will have on IT staff and end users.

Implementing an ITSM tool is a large project that is often highly complex in part because it requires input from a wide range of stakeholders: IT staff, end users, senior management, and vendors.

A new ITSM tool will change how IT staff work and how users are serviced, and change is always difficult.

Finally, implementing the new tool requires a migration from an existing tool without a pause in IT service availability. Incidents don’t take a week off while you execute the final product rollout.

There may be hundreds of parameters to define and decisions to make, so identifying the full list of tasks early is critical to:

  • Identify the necessary stakeholders to provide input into implementation decisions.
  • Properly define scope and timelines.
  • Take advantage of the opportunity to review and improve processes as part of defining what will need to be configured in the new ITSM tool.

Info-Tech Insight

As with any large project, a key step is tackling it one bite at a time – but also understanding the size of the whole meal. This is where organizations often fail with ITSM implementations: not understanding upfront the volume of work required for a successful implementation.

Your Challenge

Organizations implementing a new ITSM tool often face these pitfalls:

  • Selecting the Wrong Resources: You need ITSM technology and process experts, because this is not just a technology project but also a process improvement opportunity. You will need to configure ITSM parameters and workflows in the new tool – which directly affects processes. Take advantage of that opportunity to fix pain points. For example, if your existing ticket categories are not effective, implement a better categorization scheme rather than just configure the same old, ineffective scheme.
  • Over-Reliance on the Vendor to Optimize Your Tool: Yes, the vendor will typically install and set up the tool but they will not fix your processes for you. On installation day, if you are not prepared with the categories, ticket templates, and so on that you wish to configure, your vendor will just go with the default or migrate your old parameters from your old ITSM tool.
  • Not Preparing for Data Migration: Data migration is complex. You need to determine what data to migrate, if any, and how that data will be mapped to the new environment. That takes planning and must be defined well before the vendor is ready to implement your tool.
  • Insufficient IT and End-User Training: A link to the ITSM tool manual is not enough. Staff and users need training on how your processes will be executed in the new tool.

A survey of implementation challenges for ServiceNow’s customers

26% Resistance to change

43% Lacked a clear roadmap

38% Planning for resources

Source: Acorio, 2019

Info-Tech’s approach

Divide the implementation project into controllable phases for an effective implementation.

Plan

Define the scope of your project, identify and get buy-in from your stakeholders, and establish a timeframe for the implementation.

Design & Build

Identify existing process challenges and design workflows and ticket management to improve processes. Make decisions on data migrations and integrations for your new tool.

Deploy & Train

Create a rollout plan and communicate changes and improvements to users. Plan for the new tool deployment and monitor your solution.

STOP: Use this blueprint after you have selected an ITSM solution

Leverage our SoftwareReviews service and related blueprints to assist with ITSM tool selection, and then use this blueprint to plan the implementation.

1. Evaluate solutions

2. Select and purchase

3. Implement (use this blueprint)

Use our SoftwareReviews resources to evaluate solutions and vendors based on criteria such as features and customer service. Below are links to our ITSM software reviews:

Use the following resources to help you make the case for funding and execute the purchase process:

Your ITSM vendor or systems integrator will lead the technical implementation (e.g. software install and integration).

As a result, your implementation plan needs to focus on preparing the information needed for implementation (e.g. ticket categories, workflow requirements) and organizational change management.

This blueprint provides a methodology, checklist, and supporting templates to prepare for the implementation.

Info-Tech’s methodology to build an ITSM Tool Implementation Plan

1. Identify Scope, Stakeholders, and Preliminary Timeline

2. Prepare to Implement Incident Management and Service Request Modules

3. Create a Deployment Plan (Communication, Training, Rollout)

Phase Steps

1.1 Define scope

1.2 Define roles and responsibilities

1.3 Identify preliminary timeline

2.1 Review your existing solution and challenges

2.2 Plan ticket management and workflow implementation

2.3 Plan data migration, knowledgebase setup, and integrations

2.4 Plan the module rollout

3.1 Create a communication plan (for IT, users, and business leaders)

3.2 Create a training plan

3.3 Plan how you will deploy, monitor, and maintain the solution

Phase Outcomes

  • RACI chart outlining high-level accountability and responsibilities for the project
  • Documenting timeline and team for the implementation project
  • ITSM tool implementation checklist
  • Strategy and identified opportunities to implement incident and service request modules
  • Documented communications and targeted training plan
  • Completed rollout plan and prepared to monitor your success metrics

Insight summary

Start with the assumption you don’t need to migrate old data

ITSM tools are designed to support ITIL best practices

Implement your new tool in stages to manage scope

We all love data. We love being able to run reports showing trends, measuring changes over time, and highlighting pain points – but is your data from five years ago relevant to those assessments? Can you get by with just migrating open tickets and perhaps just the last year of critical tickets?

Be ruthless in deciding what really needs to be in your active system to support incident matching, troubleshooting, or ongoing reporting.

If you can’t make a strong case, don’t waste your time on old data. Remember, you can still save an exported copy or report of your old data if the need arises to search historical records.

For organizations lacking process maturity, the tool’s default settings will often provide a good starting point. For example, a good ITSM tool will typically already be configured to follow best practices such as:

  • Separating incidents from service requests
  • Assigning resolution codes to solved tickets
  • Enabling routing based on categories

Within those defaults, you will still need to decide your specific parameters – e.g. what your categories and resolution codes should be – so don’t blindly follow default settings but use them as a starting point.

Start with the incident management and service requests modules. Those are typically the core of IT service management operations, so that should help realize benefits from the new tool sooner. In addition, incident management and service requests processes will support other ITSM processes such as asset management and problem management.

Once those modules are implemented successfully (from a technology and process perspective), then start to implement your next core module (e.g. asset or change management), and continue to build from there.

Blueprint deliverables

This blueprint includes tools and templates to help you accomplish your goals:

ITSM Tool Implementation Checklist

Identify the most common decisions you will need to make and prepare for your implementation project.

ITSM Tool Project Charter Template

Review and edit the template to suit your project requirements

The image contains a screenshot of the ITSM Tool Project Charter Template.
The image contains screenshots of the ITSM Tool Implementation Checklist.

ITSM Tool Deployment Plan Template

Prioritize and prepare tool rollout plan

The image contains a screenshot of the ITSM Tool Deployment Plan Template.

ITSM Tool Training Schedule

Use the checklist to create your new tool training roadmap

The image contains a screenshot of the ITSM Tool Training Schedule.

Blueprint benefits

Benefits for IT

Benefits for the business

  • Checklists and templates to support a smoother transition to the new ITSM tool.
  • Opportunity to review and optimize processes as part of the ITSM tool implementation project. A new tool with the same old processes will not achieve expected benefits.
  • Ability to plan and scope the project to avoid or reduce last-minute chaos.
  • Better planning means better results – specifically, ensuring that the implementation takes into account targeted business benefits.
  • Improved project management, and therefore better cost and effort estimates, by identifying required tasks upfront. This also provides the opportunity to re-scope or adjust timelines based on estimated effort.
  • Higher end-user satisfaction by executing a well-organized ITSM tool implementation.

Measured value from using this blueprint

Use this guide as an example to calculate your total cost savings from the ITSM tool implementation project.

Phase 1

Identify Scope, Stakeholders, and Preliminary Timeline

Time, value, and resources saved by using Info-Tech’s methodology to define scope and plan your project

E.g. 2 FTEs * 6 days * $80,000/year = $4,000/-

Phase 2

Prepare to Implement Incident Management and Service Request Modules

Time, value, and resources saved by using Info-Tech’s methodology to build your solution strategy and determine configurations

E.g. 2 FTEs * 8 days * $80,000/year = $5,400/-

Phase 3

Create a Deployment Plan (Communication, Training, Rollout)

Time, value, and resources saved by using Info-Tech’s methodology to establish an effective communications roadmap and deploy tool

E.g. 2 FTEs * 6 days * $80,000/year = $4,000/-

Total Savings

Total Savings

Phase 1 + Phase 2 + Phase 3 = $13,400

Info-Tech offers various levels of support to best suit your needs

DIY Toolkit Guided Implementation Workshop Consulting
"Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful." “Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keep us on track.” “We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place.” “Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project.”

Diagnostics and consistent frameworks used throughout all four options

Guided Implementation

Phase 1 Phase 2 Phase 3

Call #1: Define scope, roles, responsibilities and timeline.

Call #2: Review your existing solution and challenges.

Call #3: Plan ticket management and workflow implementation.

Call #4: Plan data migration, knowledgebase setup, and integrations.

Call #5: Plan the module rollout.

Call #6: Create a communication plan.

Call #7: Create a training plan.

Call #8: Plan how you will deploy, monitor, and maintain the solution.

A Guided Implementation (GI) is a series of calls with an Info-Tech analyst to help implement our best practices in your organization. A typical GI is between 6 to 8 calls over the course of 3 to 6 months.

Phase 1

Identify Stakeholders, Scope, and Preliminary Timeline

Phase 1 Phase 2 Phase 3

Identify Stakeholders, Scope, and Preliminary Timeline

Prepare to Implement Incident Management and Service Request Modules

Create a Deployment Plan (Communication, Training, Rollout)

This phase will walk you through the following steps:

  1. Define scope
  2. Define roles and responsibilities
  3. Identify preliminary timeline

Step 1.1

Define scope

Activities

1.1.1

Use the Project Charter Template to capture project parameters

1.1.2

Leverage the Implementation Checklist to guide your preparation

1.1.3

Review goals that drove the ITSM tool purchase

1.1.4

Interview ITSM staff to identify current tool challenges and support organizational change management

1.1.5

Identify the modules and features you will plan to implement

1.1.6

Determine if data migration is required

This step will walk you through the following activities:

  • Define the scope of the implementation project
  • Establish the future processes and functionalities the tool will support

This step involves the following participants:

  • CIO
  • IT Director/Manager
  • Service Manager
  • Project Manager and the project team

Outcomes of this step

  • Specifying the implementation project
  • Identifying the business units that are needed to support the project
  • Defining the ongoing and future service management processes the tool will support

1.1.1 Use the Project Charter Template to capture scope, stakeholders, and timeline as outlined in Phase 1

Follow the instructions in Phase 1 (step 1.1, 1.2, and 1.3) to gather information needed to create a project charter to define project parameters.

Specific subsections are listed below and described in more detail in the remainder of this phase.

  1. Project Overview: Includes deliverables, scope, milestones, and success metrics.
  2. Governance and Management: Includes roles, responsibilities, and resource requirements.
  3. Project Risks, Assumptions, and Constraints: Includes risks and mitigation strategies as well as any assumptions and constraints.
  4. Project Sign-Off: Includes IT and executive sign-off (if required).

The image contains a screenshot of the Project Charter Template.

Download the ITSM Tool Implementation Project Charter Template

1.1.2 Leverage the Implementation Checklist to guide your preparation

The checklist tabs align to each phase of this blueprint.

  • Phase 1 (Tab 1) – Identify Stakeholders, Scope, and Preliminary Timeline
  • Phase 2 (Tab 2) – Prepare to Implement Incident Management and Service Request Modules
  • Phase 3 (Tabs 3+4) – Prepare to Implement Additional ITSM Modules (e.g. Change Management)
  • Phase 4 (deployment section in each tab) – Create a Deployment Plan (Communication, Training, Rollout)

The image contains screenshots from the Implementation Checklist.

Download the ITSM Tool Implementation Checklist

1.1.3 Review goals that drove the ITSM tool purchase

Identify the triggers for the selection and implementation of your new ITSM tool.

Whether this is your first ITSM tool or a replacement for your old tool, the project was likely triggered by pain points that must be addressed by the new tool to improve your service desk. Having a clear understanding of these pain points throughout the implementation of your new tool will help to prevent them from reoccurring.

Common ITSM pain points include:

  1. Poor communication with end users on ticket status.
  2. Lack of SLA automation to escalate issues to the appropriate channels.
  3. Poor self-service options for end users to perform simple requests on their own.
  4. Undeveloped knowledgebase for users to find answers to common issues.
  5. Lack of reporting or mistrust in reporting data.
  6. Lack of automation, including ticket templates.
  7. Overcomplicated ticket categories resulting in categories being misused.
  8. Overconfiguration prevents future upgrades.
  9. Lack of integration with other tools.

If you haven't already selected an ITSM tool, leverage the IT Service Management Selection Guide to select the right tool.

Download the IT Service Management Selection Guide

1.1.4 Plan to interview staff to support organizational change management

Identify challenges with the existing tool and processes as well as potential objections to the new tool.

Incorporate this feedback in the implementation to drive buy-in and a successful rollout.

Implementing a new ITSM tool will force changes in how IT staff do their work:

  • At a minimum, it means learning a new interface.
  • It could also mean leveraging features that improve IT operations but could change the process or tasks for the staff.
  • Their input on the current tool and process challenges can be critical for the project.
  • Solving at least some of their challenges can help bring them onboard to use this tool properly and follow associated process changes.

Info-Tech Insight

Keep management in the loop through every stage of the implementation process. They are the ones who are paying for the software, so they need to be informed throughout implementation and feel that their needs and feedback are being heard to prevent pushback further into the implementation.

1.1.5 Identify the modules and features you will plan to implement

Consider these factors when deciding what modules and features you want to implement:

  • Specific ITSM modules based on the recommended order and any unique business requirements
  • Key features that drove the tool purchase and address key issues
  • High-level process changes needed to address challenges and realize expected benefits from the new ITSM tool (e.g. if a key goal was automated ticket routing based on categories, then the project needs to include developing a good categorization scheme)

Recommended order for implementation:

  1. Incident Management and Service Request

    2. This is the core of service management and typically has the highest impact on the organization. Include knowledgebase development as part of this implementation.

  2. Change Management

    3. A foundational component of service management, it allows organizations to minimize disruptions to IT services when making changes to services and critical systems.

  3. Asset Management

    4. A foundational component of service management, it allows organizations to track their assets’ locations, how they are used, and when changes are made to them.

Build an ITSM Tool Implementation Plan visualization

Plan ahead with a step-by-step approach to ensure the tool delivers business value.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

MEMBER RATING

7.0/10
Overall Impact

$9,893
Average $ Saved

8
Average Days Saved

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve.

Read what our members are saying

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 3-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Identify Stakeholders, Scope, and Preliminary Timeline
  • Call 1: Define scope, roles, responsibilities and timeline. 

Guided Implementation 2: Prepare to Implement Incident Management and Service Request Modules
  • Call 1: Review your existing solution and challenges.
  • Call 2: Plan ticket management and workflow implementation.
  • Call 3: Plan data migration, knowledgebase setup, and integrations.
  • Call 4: Plan the module rollout.

Guided Implementation 3: Create a Deployment Plan (Communication, Training, Rollout)
  • Call 1: Create a communication plan.
  • Call 2: Create a training plan. 
  • Call 3: Plan how you will deploy, monitor, and maintain the solution. 

Authors

Frank Trovato

Nitin Mukesh

Contributors

  • Rod Weir, Founder and Managing Director, PRD Software
  • Nicklas Fredriksson, CEO and ITSM Magician, Penguin Consultants Brasil
  • Kamal Roz, IT Operations Manager, USO
  • Gautam Bangalore, Business Analyst, Optus
  • Michelle Hoyt, Enterprise Application Supervisor, Matanuska-Susitina Borough School District
  • Anusha Das, IT Governance Analyst-ITIL, Oregon Lottery
  • Ravi Prakash Singh, MS IS Student, Stevens Institute of Technology
  • Brett Andrews, Managing Director, BAPTISM Consultancy
  • Marty Miller-Crispe, Manager – Service Management Office, Griffith University
  • Vlad de Ramos, General Manager, AIM Corporate Solutions, Inc.
  • Pete Langlois, Systems Administrator, Century Bank
  • Scott Walling, Co-founder, Monitor 24-7
  • Pedro Soto, Managing Director, TOPdesk
  • Roeland van Rijswijk, Service Management Consultant, TOPdesk
  • Yev Khovrenkov, IT Consultant,
  • Lucas Gutierrez, End-User Services Manager, City of Santa Fe
  • Dave Smith, IT Trainer, Quanta Training Ltd

Related Content: Service Desk

Visit our IT Cost Optimization Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019
© Info-Tech Research Group | Terms of Use | Privacy Policy