Build an ITSM Tool Implementation Plan

Nail your ITSM tool implementation from the outset.

Onsite Workshop

Implementing an ITSM tool without a plan can lead to:

  • Unforeseen project complexity and a lack of resources to complete the implementation on time and on budget.
  • The tool not being configured to support processes or being over-customized.
  • A lack of time for sufficient testing and training, resulting in the tool not being deployed and adopted successfully.

Upfront implementation planning leads to:

  • A smooth transition from the previous solution to the new tool.
  • High adoption rates and support for the change.
  • A successful deployment the first time so the tool doesn’t have to be overhauled in the near future.

Module 1: Plan for the Implementation

The Purpose

  • Document goals and objectives of the implementation project and develop a plan to get buy-in for the change.

Key Benefits Achieved

  • Clear understanding of the project goals, objectives, and success metrics.
  • Understanding of pain points with current solution and end-user satisfaction.
  • Plan to engage stakeholders and get buy-in for the project.

Activities: Outputs:
1.1 Document goals, strategy, and business requirements from tool.
  • Project Charter
1.2 Review pain points with current/previous solution, evaluate end-user satisfaction.
1.3 Identify potential objections and create a plan to address them and get buy-in for the change.
1.4 Formalize an engagement and communications strategy.
1.5 Identify metrics to measure progress towards implementation goals.

Module 2: Organize the Implementation Approach

The Purpose

  • Define and document the scope of the implementation project, including the processes the tool will need to support now and in the future, as well as the approach to the implementation.

Key Benefits Achieved

  • Understanding and definition of the scope of the implementation project as well as the scope of the solution.
  • Understanding and definition of the current and future service management processes the tool will need to support.
  • Overall approach to the implementation project (i.e. linear vs. phased), and defined project phases, if applicable.

Activities: Outputs:
2.1 Discuss, identify, and document the scope of the tool implementation.
  • Project Charter
2.2 Define and document the existing and future processes that the tool will need to support.
2.3 Choose an approach to the implementation (i.e. linear vs. phased).
2.4 If the implementation will take a phased approach, define what each phase will contain.

Module 3: Organize the Resources

The Purpose

  • Decide whether to hire professional services to assist with the implementation and develop an RFP, then organize your internal resources with tasks and timelines for the project.

Key Benefits Achieved

  • Decision whether to hire professional services for the implementation.
  • RFP for a consultant to assist with the implementation.
  • Clearly defined roles and responsibilities for the project.
  • Project plan with tasks, ownership, and timeline.

Activities: Outputs:
3.1 Evaluate and decide whether to hire professional services for the implementation.
  • RFP for Professional Implementation Services
3.2 Develop and issue an RFP to hire professional services to assist with the implementation.
3.3 Define the roles that will form your implementation project team and their responsibilities.
3.4 Assign and document roles and responsibilities for the implementation project.
3.5 Track your tasks, timelines, and resources for the project.
  • Project Planning & Monitoring Tool

Module 4: Design, Build, and Deploy the Tool

The Purpose

  • Make all necessary decisions to design and configure the tool to meet your needs, then develop a plan for testing the tool and training your users before deployment to ensure successful adoption.

Key Benefits Achieved

  • Decisions on configurations, integrations, and data migration.
  • Testing plan to ensure technical and performance requirements are met and the solution functions as designed.
  • Training and communication plan to ensure both users and staff adopt the solution.
  • Deployment plan to ease the transition to the new tool and release to users. 

Activities: Outputs:
4.1 Use the implementation checklist tool to determine whether you’ve made all of the necessary design decisions to build the tool.
  • Implementation Checklist
4.2 Identify and document tests to be performed.
  • User Acceptance Test Plan Template
4.3 Develop a UAT plan and test case scripts.
  • UAT Results Template
4.4 Develop a plan for communicating changes associated with the new tool.
  • Communication & Training Plan Template
4.5 Develop a training plan and allocate training modules.
4.6 Develop a deployment plan to ensure the transition to the new tool and go-live run smoothly.
  • Deployment Plan Template

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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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