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.