ITSM Toolset Selection


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ITSM Toolset Selection

  1. 1. Planning on Implementing an ITSM Tool Set What you need to take into consideration…
  2. 2. Topics <ul><li>What comes first, the process or the tool </li></ul><ul><li>Sample toolsets </li></ul><ul><li>10 lessons learned </li></ul><ul><li>Conclusion </li></ul>
  3. 3. Making the decision to implement an ITSM software solution is the first step to ensuring … <ul><li>IT is aligned with the business </li></ul><ul><li>IT delivers efficient and effective services </li></ul><ul><li>IT measures and manages the services they deliver </li></ul><ul><li>IT is perceived as a proactive and client-centric organization </li></ul><ul><li>IT spending is managed / under control </li></ul><ul><li>The stage is set for the rapid, incident free implementation of future business initiatives </li></ul>
  4. 4. What comes first … 1. The process or the tool?
  5. 5. So you want to implement an ITSM solution, what comes first… Process / Tool? <ul><li>Two schools of thought </li></ul><ul><ul><li>Process First </li></ul></ul><ul><ul><li>How can you buy a tool without knowing what you want it to do? </li></ul></ul><ul><ul><li>Tool First </li></ul></ul><ul><ul><li>Wouldn’t an ITSM tool have the processes pre-built? </li></ul></ul><ul><li>SCOTS </li></ul><ul><ul><li>Standards Based Commercial Off-the-Shelf Software </li></ul></ul>
  6. 6. ITIL North American Suites Remedy – IT Service Mgt Suite CA – Service Desk HP – Service Desk HP - Peregrine – Service Centre ITIL Out-of-the-Box Axios - assyst Remedy - ITSP Infra – Infra Enterprise Marval – Marval MSM Here are a few tools out there…. Help Desk Tools FrontRange ICANSP Magic Touchpaper System Management Altiris Troux (Discovery tools with relationship mapping) Software Release Harvest Serena Endeavour (Moving code to a new environment) ERP / CRM PeopleSoft Siebel
  7. 7. Excellent sites to find ITSM capable tools <ul><li>No official ITIL accreditation </li></ul><ul><li>Pink Elephant’s PinkVerify™ </li></ul><ul><ul><li> </li></ul></ul><ul><ul><ul><li>Basic assessments </li></ul></ul></ul><ul><ul><ul><li>Viewed as the bible …. </li></ul></ul></ul><ul><li>Other list of ITSM toolsets </li></ul><ul><ul><li> </li></ul></ul><ul><ul><ul><li>Querying facility </li></ul></ul></ul>
  8. 8. <ul><li>Incident Management </li></ul><ul><li>Problem Management </li></ul><ul><li>Change Management </li></ul><ul><li>Configuration Management </li></ul><ul><li>Release Management </li></ul><ul><li>Service Level Management </li></ul><ul><li>Availability Management </li></ul>PinkVerify™ Service Support Enhanced - 7 Processes - Highest level As per Pink Elephant’s in-house evaluation criteria
  9. 9. PinkVerify™ Service Support - 6 Processes - <ul><li>Incident Management </li></ul><ul><li>Problem Management </li></ul><ul><li>Change Management </li></ul><ul><li>Configuration Management </li></ul><ul><li>Release Management </li></ul><ul><li>Service Level Management </li></ul><ul><li>Availability Management </li></ul>- RM AM RM As per Pink Elephant’s in-house evaluation criteria SLM
  10. 10. PinkVerify™ Service Support - 5 Processes - <ul><li>Incident Management </li></ul><ul><li>Problem Management </li></ul><ul><li>Change Management </li></ul><ul><li>Configuration Management </li></ul><ul><li>Release Management </li></ul><ul><li>Service Level Management </li></ul>RM RM RM SLM As per Pink Elephant’s in-house evaluation criteria
  11. 11. PinkVerify Service Support - 4 Processes - <ul><li>Incident Management </li></ul><ul><li>Problem Management </li></ul><ul><li>Change Management </li></ul><ul><li>Configuration Management </li></ul>As per Pink Elephant’s in-house evaluation criteria
  12. 12. Now that you know that specialized tools do exists, what are our … 2. Requirements
  13. 13. Before you start, you need to determine exactly what you want to achieve… <ul><li>Implement only a Service Desk tool? </li></ul><ul><ul><li>Which processes do you want to implement </li></ul></ul><ul><ul><li>Some tools are sold modularly (by process) </li></ul></ul><ul><li>Licensing requirements (Production, Staging, Development, Training, etc.) </li></ul><ul><li>Integrate with 3 rd party tools </li></ul><ul><li>Migrate existing data to new solution </li></ul><ul><li>Customize vs. Configure? </li></ul><ul><ul><li>Are you so different that you need your own rendition of an ITSM tool? </li></ul></ul>
  14. 14. Now that you have selected a tool, what’s next?
  15. 15. Implementing an ITSM tool is not just about implementing technology … <ul><li>It’s about implementing a new culture </li></ul><ul><li>It’s about implementing organizational change </li></ul><ul><li>It’s about implementing metrics!!!! </li></ul><ul><li>It’s about implementing accountability </li></ul><ul><li>It’s about implementing standards and a new way to deliver our services </li></ul><ul><li>It’s about implementing a Continuous Service Improvement Program </li></ul>It’s all about implementing a solution!
  16. 16. So now what? 3. Well the next thing we need is Management Commitment!
  17. 17. Management Commitment <ul><li>Senior Management within IT needs to: </li></ul><ul><ul><li>Demonstrate buy-in </li></ul></ul><ul><ul><li>Champion the initiative in their area </li></ul></ul><ul><ul><li>Understand their role in establishing the culture </li></ul></ul><ul><ul><li>Prioritize staff / ITSM team’s daily activities </li></ul></ul><ul><li>Project Team </li></ul><ul><ul><li>Steering committee with senior management </li></ul></ul><ul><ul><li>Project task force consisting of: </li></ul></ul><ul><ul><ul><li>Project Managers (internal and external) </li></ul></ul></ul><ul><ul><ul><li>Process owners </li></ul></ul></ul><ul><ul><ul><li>ITSM Tool administrator </li></ul></ul></ul>
  18. 18. The next most important aspect of a project are … 4. Resources
  19. 19. Resource Availability <ul><li>Planning and definition phases is the most time consuming phases of the project </li></ul><ul><li>Resources need to be dedicated to this initiative </li></ul><ul><ul><li>ITSM Tool Administrator especially! </li></ul></ul><ul><li>Workgroups need proper representation from all areas </li></ul><ul><ul><li>Think about the clients! </li></ul></ul><ul><li>Workgroups must include but not be limited to: </li></ul><ul><ul><li>Project Managers, Process owners, Process Specialist, Solution Architect </li></ul></ul><ul><li>Workgroups will define the CMDB data and ITSM tool data </li></ul><ul><ul><li>All must agree on the definitions, workflow, assignment routing, etc. </li></ul></ul><ul><li>Do not underestimate the effort required to define your data </li></ul><ul><li>Identify the authoritative source for the data </li></ul><ul><li>Rationalize / audit the data </li></ul>
  20. 20. Use of External Specialists <ul><li>Take advantage of specialists – they have done it before! </li></ul><ul><li>Specialists should be used as facilitators for workshops, provide direction and coaching for your staff </li></ul><ul><li>Ensure the specialists have the necessary level of ITIL certification and process expertise (practical) </li></ul><ul><li>Ensure your consulting team is represented with: </li></ul><ul><ul><li>PM with ITIL certification </li></ul></ul><ul><ul><li>Process specialist </li></ul></ul><ul><ul><li>Solution architect </li></ul></ul><ul><ul><li>Implementation team members with ITIL certification </li></ul></ul>
  21. 21. Ok, now that you have the people in place, the next step is … 5. Processes
  22. 22. Don’t Try to Do Everything all at Once <ul><li>Learn to walk before you run </li></ul><ul><li>Start with your pain points, usually: </li></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Incident Management / Request Management </li></ul></ul><ul><ul><li>Configuration Management </li></ul></ul><ul><li>These are quick and measurable wins </li></ul><ul><li>Ensure you communicate your successes </li></ul><ul><li>Proceed with the other processes </li></ul>
  23. 23. Process Definition <ul><li>Use the approach that best fits your organization </li></ul><ul><ul><li>Processes need to stand on their own irrespective of the tool selected </li></ul></ul><ul><ul><li>Processes will out-live the tool </li></ul></ul><ul><ul><li>Ensure your processes are mature </li></ul></ul><ul><li>Define what you intend the process to do </li></ul><ul><li>Perform a Gap Analysis </li></ul><ul><li>Identify and prioritize your gaps, then implement </li></ul><ul><li>Changing a process in the latter stages of its lifecycle is not trivial </li></ul><ul><li>Document your processes and procedures once the tool has been configured </li></ul><ul><ul><li>Very time consuming but if not done, you will provide a reason for staff to not follow the process </li></ul></ul>
  24. 24. So know you know how your processes will work but what about the … 6. End-State of the Service Desk
  25. 25. Service Desk (Function) <ul><li>The most affected area in an IT organization </li></ul><ul><li>The hub for the capture of ITSM data </li></ul><ul><li>Define your structure (centralized, distributed, virtual) </li></ul><ul><li>Define your support group structures (Tier 1, 2, 3, etc.) </li></ul><ul><li>Create and implement a service delivery culture </li></ul><ul><ul><li>Ensure your Service Desk is properly staffed by client focused resources </li></ul></ul><ul><ul><li>Compensate or provide incentives to high performers </li></ul></ul><ul><ul><li>Define your service metrics </li></ul></ul><ul><li>Address the service desk agent vs. roaming technician perceptions </li></ul>
  26. 26. In order for your initiative to succeed you need to ensure timely and effective … 7. Communication
  27. 27. Communication Plan <ul><li>One of the most important aspect of the initiative </li></ul><ul><li>Build a formal Management of Change program </li></ul><ul><li>Establish a communication plan that will keep all parties abreast of the initiative as it progresses </li></ul><ul><li>You have a good story to tell; get the people excited </li></ul>
  28. 28. Communication Objectives <ul><li>Promote IT as a service provider </li></ul><ul><li>Improve employee morale </li></ul><ul><li>Enhance client awareness and satisfaction </li></ul><ul><li>Align IT with the business </li></ul><ul><li>Communicate the positives of ITSM </li></ul><ul><ul><li>Improved efficiency and effectiveness in the delivery of services </li></ul></ul><ul><ul><li>Proactive service delivery culture </li></ul></ul><ul><ul><li>Cost savings for technology and people </li></ul></ul><ul><ul><li>Sets the stage for rapid implementation of future initiatives </li></ul></ul>
  29. 29. We keep talking about an ITSM tool so what do we need to take into consideration when dealing with …. 8. Technology
  30. 30. Customization vs. Personalization <ul><li>Customization </li></ul><ul><ul><li>Performing code changes within the tool </li></ul></ul><ul><li>Personalization / Configuration </li></ul><ul><ul><li>Changing the flow of the process through organization specific data </li></ul></ul><ul><li>Customization may be required, but the organization should try to minimize the customization effort </li></ul><ul><ul><li>Customization may cause issues when performing upgrades to the tool </li></ul></ul><ul><ul><li>Each upgrade may (will) require a re-customization </li></ul></ul><ul><ul><li>Vendor support might be jeopardized </li></ul></ul>
  31. 31. Architecture <ul><li>Do not accept everything a vendor tells you. Test! Test! Test! </li></ul><ul><li>Perform performance benchmarks within the building, the city and the country </li></ul><ul><ul><li>Identify performance issues before going live </li></ul></ul><ul><ul><li>If required, adapt your infrastructure to support the performance requirements </li></ul></ul><ul><ul><ul><li>Dedicated servers </li></ul></ul></ul><ul><ul><ul><li>Increase bandwidth </li></ul></ul></ul><ul><ul><ul><li>Implement thin client access (if required) such as Citrix Metaframe </li></ul></ul></ul><ul><li>Ensure you have in-house specialists for the database (i.e. Oracle, SQL, etc.) </li></ul><ul><ul><li>Will be required to optimize or fine tune the database </li></ul></ul><ul><li>Licensing </li></ul><ul><ul><li>Ensure you have the required number and type of licenses </li></ul></ul>
  32. 32. Technology Integration <ul><li>Majority of ITSM tools have built-in integration with 3 rd party tools (telephony, monitoring, etc.) </li></ul><ul><li>Discovery tools </li></ul><ul><li>Configuring the integration requires a good attention to detail </li></ul><ul><ul><li>Need to develop tool specific scenarios (events, alarms, etc.) </li></ul></ul><ul><ul><li>Need to configure the technology to pass only acceptable data to the tool </li></ul></ul><ul><li>Integrating 3 rd party technology to the tool is not seamless </li></ul><ul><ul><li>Significant effort may be required for the definition, loading and the upkeep of the data </li></ul></ul>
  33. 33. The most time consuming exercise is to define your …. 9. Data
  34. 34. Base Data Definition <ul><li>Should be developed with the involvement of parties using the data </li></ul><ul><li>Not unlike other tools; tables / templates / data will need to be created: </li></ul><ul><ul><li>Organization, Location, People </li></ul></ul><ul><ul><li>Process templates / macros to automate the creation of records </li></ul></ul><ul><ul><li>Assignment routing, escalation, etc. </li></ul></ul><ul><ul><li>Generic Service Level targets (as a start) </li></ul></ul><ul><ul><li>Service Catalogue (all the services delivered by IT) </li></ul></ul><ul><ul><li>Product Catalogue (Configuration Items) </li></ul></ul><ul><ul><li>Bilingual?? </li></ul></ul><ul><li>Must be completed in order to populate the tool with your base information </li></ul>
  35. 35. You could have the best solution in place but you will not achieve your goals unless you pay particular attention to the last step before going live … 10. Customized training
  36. 36. Training <ul><li>Training programs must address more than just the tool </li></ul><ul><ul><li>Training should be customized for your environment and with your data </li></ul></ul><ul><ul><li>Training should include: </li></ul></ul><ul><ul><ul><li>The processes </li></ul></ul></ul><ul><ul><ul><li>The operational procedures </li></ul></ul></ul><ul><ul><ul><li>New service delivery model </li></ul></ul></ul><ul><ul><ul><li>How to use the tool </li></ul></ul></ul><ul><li>Do not assume staff will figure it out on their own </li></ul><ul><li>Half day or one day high-level training will not make experts </li></ul><ul><li>Majority of IT will be required to use the tool, majority of IT should be trained </li></ul><ul><li>Ensure training is provided “Just-in-Time” </li></ul><ul><li>Do not give anyone a reason not to use or buy-into the solution </li></ul>
  37. 37. Conclusion <ul><li>Recommended high-level approach to implement an ITSM tool </li></ul><ul><ul><li>Get management buy-in and assign a Champion </li></ul></ul><ul><ul><li>Assign the proper level of dedicated resources </li></ul></ul><ul><ul><li>Define and organize your Service Delivery model / structure </li></ul></ul><ul><ul><li>Define your data (could take months) </li></ul></ul><ul><ul><li>Document and publish your processes and procedures </li></ul></ul><ul><ul><li>Develop training program for your processes and procedures </li></ul></ul><ul><ul><li>Address your First Priority Processes, but in a piecemeal fashion </li></ul></ul><ul><ul><li>Minimize your requirements for tool customization </li></ul></ul><ul><li>Build a Continuous Service Improvement Program </li></ul>