5 Tips to Enhance Your ITSM Implementation

It is a constant challenge for anyone who belongs to the IT industry to progress from one step to another without going through elaborate approval procedures for different hardware and software policies. These procedures are tedious and time taking. In a time of rapid movement and quick progress of organizations, it is not wise to strictly adhere to elaborate procedures. In order to fix this and make faster movements, one must work on improving IT system management.

In many organizations, due to this challenge of following the various hardware and software policies and then getting the approvals to go ahead, a bypass is chosen. External organizations provide this bypass in order to accommodate the changes in an agile environment on a recurring subscription basis which can be stopped as per the company's discretion. 

There are situations where the main challenge in implementing ITSM is that there is misalignment between the modern business operations and the existing DevOps practices. It is in this challenging situation that effective implementation becomes even more. 

What to consider before choosing your ITSM Plan?

All ITSM tools and solutions are different, which is why making a plan before purchasing an ITSM tool is of utmost importance. One must crosscheck existing ITSM processes in order to understand the effect of introducing the new technology. 

The following are the steps to take during the implementation of an ITSM Tool :

  • One must take into consideration dependencies and how they are integrated with user experience and tools. 
  • Create the basic expectations for new IT System Management technology implementation and the outcome it is to yield.
  • There has to be a calculation done for the number of costs of implementing new technology, which includes multiple aspects. 
  • A very important bit to consider is to ensure how the implementation has affected the overall improvement of the system. There has to be a way to map the parameters, and the trend should be identified as directionally proportional. 

With the implementation of new technology, resistance is expected. There will be some friction about testing out use cases and with regard to training the workforce. 

Change management in an organization is always risky and might come with initial failure. Hence, to make the transition and the implementation smoother, the management and the executives must be prepared with the correct simulators/emulators and training content. 

An ITSM investment must be viewed as a strategy driven by technology more than anything else. It is completely how your IT processes and your workforce operate. ITSM implementation should be treated as an ongoing journey rather than a one-time implementation. The reason being, an ongoing process will ease into the system rather than a sudden pivot. 

  • Post Implementation Monitoring 
  • Every new change must be monitored
  • The response of the workforce must be monitored 
  • The same should be recorded and compared after multiple iterations in case of immediately visible process improvements. 
  • Facilitating ITSM Implementation 
  • ITSM tool implementation can be considered as an organizational transition rather than a transformation. 
  • Hence it must be kept in mind to abide by the change management and change control rules. 
  • Having all members of the organization on the same page 
  • This includes internal and external stakeholders. This could mean multiple department heads as well. 
  • This could also mean agents, i.e., workforce and high-level executives. 
  • ITSM Enables Automation 

ITSM implementation is much more than planning and implementing brand new technology. Instead, as discussed earlier, ITSM should be considered an ongoing process.

ITSM implementation is considered to be implementing new technologies that can modify how ITSM tasks and activities are carried out. To streamline these changes, the path chosen should be automating processes and delivering Information Technology services to end users while maintaining organizational policies (Such as hardware and software policies) on safety, and cost. Rapid provisioning of IT services encourages users to follow standardized processes of ITSM instead of adopting shadow IT practices.

Automation can have multiple applications within an ITSM implementation plan. For example, using advanced machine learning and artificial intelligence capabilities, one can identify the behaviors of different segments of clients. This can be used to identify issues proactively and prepare an action plan for a problem that might crop up. In addition, developing an automated way of providing resolutions or creating solutions to look into possible future problematic scenarios can reduce the need for manual intervention of problem management tasks, which may not be suitable for future scenarios. 

All Forms of Improvements Must be Monitored 

ITSM implementation can be considered successful if organizations regularly identify and monitor important success parameters. As ITSM implementation progresses, the business processes evolve. Accounting for these evolving changes by responding and monitoring to the performance of ITSM implementation, a proactive approach should be found. Irrespective of any process/project one takes up, a proactive way is a way to go. This makes changes easier and seamless to embrace.

Understand metrics and KPIs

Performance metrics are key. Along with that, the Key Performance Indices to monitor how progress is happening over a long duration of time is essential. 

Constant improvement with the help of feedback and documentation  

Seeking constant feedback and making notes of the same is key to implementing the ITSM journey. It is always more effective if the feedback is quantitative. The feedback must paint an accurate picture of the end-user experience. This always impacts business, cost, and safety. 

Appoint Supervisors or Program Managers

The purpose of this is to ensure effective implementation and sustained service improvement. With some basic cross-departmental training, each and every employee would be qualified to take charge of monitoring the ITSM implementation. 

Application of DevOps as an IT System Management best Practice

DevOps aligns with a constant elevation in method throughout the iterative changes in phases like testing, releasing, and deploying the new development features. With the same philosophy, one can apply it to IT System Management. 

Do ensure you have answers to the following questions.  

1. What do you aim to achieve with the help of an ITSM implementation project?

2. Do you identify and continuously measure the key performance indices? Do you map the success metrics with the implementation? 

3. Do you continuously use a feedback loop to improve the implementation progress based on customer experience and business requirements? 

4. Do you implement continuous practices such as consistent integration, consistent on-time delivery, and consistent deployment while also reducing waste processes.

If the answers to the above questions are affirmative, it will lead to a successful implementation of ITSM

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