In this presentation, Paula helped identify if there are still areas where you could improve and continue your IT service management tool implementation.

1. How do you know if the ITSM tool
implementation is a success?
Paula Määttänen
@pmaattanen

2. Implementation of the ITSM Tool
RFP
• Comparison of
the ITSM tools
• Sending RFP
for several
Vendor
Scope
• Defining the
scope
• Prioritizing the
releases /
phases
Implementation
• Developing
• UAT
• Training
• Go-live
@pmaattanen

3. Common pitfalls
@pmaattanen
Too much believe in
the own way of doing
No flexibility in scope
Not well defined
scope
Too much
customization needs
Change resistance
too strong
No owner for the
processes and/or the
development areas
Too much weight in
the price, not in the
functionalities in the
RFP – not always
getting the best
matching tool
Different persons
doing negotiation and
contract (and scope)
than the ones who
will use the too

4. How to avoid these
• Compare well the different Tools, check which one
match also to your future needs, not only for the current
situation and focus on the functionalities instead of price
• Define the target; What you are trying to reach, what is
your goal
• Identify current pain areas, to be able to avoid them to
materialize again
• Involvement from the users to the negotiation
@pmaattanen

5. How to avoid these…cont.
• Be ready to change your and your organization
way of working. Check the Out of Box way,
compare and clarify is the customization really
worth of it
• Don’t expect to get totally fully ready made system
before starting to use it. You might be surprised
how much you can do with it with minor
configuration only
@pmaattanen

6. ...But that’s not all
• Do you have different Service Desks or support
functions for different topics? Own tool or
support even without the tool? Shadow IT?
• Do you have several tools to do the same or
similar action inside the organization? Do you
have different tools to the actions which could
be done with one?
@pmaattanen

7. ...But that’s not all...cont.
@pmaattanen
• Do you do a lot of actions manually?
• What you could automate?
• Do you maintain information with Excels?
• How you handle HR / Financial / Facilities etc.
Incidents?
• Communicate success stories in the organization

8. Key takeaways
Be ready to change
• Although ITSM tools are easy to
customize, avoid extra
customization. Think if you can
change the way of working
instead
• If your scope doesn’t seem to
work, update the scope
• Don’t be afraid of automation
Think out of the box
• Configuration rather than
customization to maintain the
ease of upgrade path
• Can you expand the usage to
wider area
• Check the features of the tool,
check if there are functionalities
you haven’t used earlier but could
be beneficial to use
Evolution Agility
• Start using the ITSM tool soon
to learn the functionalities
• Separate and prioritize must
have and nice to have features
• When you think that you are
ready in your implementation,
take a second look in your
organization
• Expand the usage of the tool to
new areas
@pmaattanen

9. Contact me
• paula.maattanen@cognizant.com
• ITSM Nordic lead
• https://www.linkedin.com/in/paula-määttänen-8721273
@pmaattanen

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