Build an ITSM Tool Implementation Plan

• An IT service management (ITSM) tool implementation can be a complicated task, requiring customized templates and workflows and correct integration with other tools that can be challenging to get right the first time to ensure the tool delivers value.
• If an RFP is required to select a service provider to implement the tool, it is critical to clearly structure the project tasks and service desk processes and services to develop the RFP.
• Managers without a project plan are often pressed into making decisions during the implementation without fully understanding their impact.

Our Advice

Critical Insight

• Buying a new tool is not a silver bullet for service desk woes. Your project needs to incorporate both a review of service desk processes and a product implementation to ensure the tool will support your current processes and any future processes you plan to implement.
• Whether or not you rely on professional services, there is a lot of work to do to ensure the project will be successful. It’s important to develop and manage a detailed plan to avoid hasty decisions that could undermine the tool’s value in the long run.
• Customization of the solution can hinder its performance down the road, but configurations can ensure the tool will deliver the value you need. However, there’s nothing wrong with an out-of-the-box solution if that’s what works for your organization.

Impact and Result

• Build an implementation plan to ensure the tool continues to meet business requirements in the long run. Make key decisions about configuration, integrations, and data migration before the implementation begins and you’ll have time to forecast the impact of your decisions.
• Include a service desk process review into the implementation plan to ensure you are not carrying over poor data and bad habits. The new tool doesn’t need to recreate your old service desk environment; it needs to create one that meets business requirements.
• A detailed implementation plan can help you decide whether your team can do the tool implementation in-house and identify requirements for the RFP if you choose to draw on professional services.