microsoft powerpoint - successfully implementing itsm tools
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1“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM: IT Service Management
By Mart RoversPresident
InterProm USA Corporation
“The must-do’s and how-to-do’sto make your ITSM tool implementation pay off.”
Successfully Implementing ITSM Tools
2“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda• Introduction• What is an ITSM Tool?• ITSM Tools and Systems Management Tools
– What are the differences?– What do they have in common?
• Guiding Principles for Successful Implementations
• What are the Critical Success Factors?• Lessons-Learned• Your Next Steps
3“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda•• IntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
4“Successfully Implementing ITSM Tools” ©2006 InterProm USA
About InterProm USAFor Business Service Management Excellence in:• ITIL® and ISO20000 Certification Training• SPOT™ Training & Education• SPOT™ Maturity Assessments• BSM Implementation Coaching• BSM Implementation Consulting• Interim & Project Management • ITSM/ITIL® Products
ITIL is a Registered Trademark by OGCBSM: Business Service Management
For more information please visit:http://www.interpromusa.com
SPOT™ is a Registered Trademark by InterProm USA
ITIL® Experts Since 1992!
5“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction•• What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
6“Successfully Implementing ITSM Tools” ©2006 InterProm USA
What is an ITSM Tool?
• ITSM Tools typically support ITIL’s Service Support and Service Delivery Processes.
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What is an ITSM Tool?• Processes typically supported by ITSM
Tools– Incident Management– Problem Management– Configuration Management– Change Management– Release Management– Service Level Management
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ITIL-Based,ITIL-’Compliant’
ITIL-’Wannabes’• ITIL-Based
– Applix(iET Solutions)
– Assyst (Axios Systems)
– Expert Desk (Mansystems)
– Service Desk (hp OpenView)
– InfraEnterprise(Infra)
– MSM (Marval)
– ViaTIL(BMC Software)
– And more…
• ITIL-’Compliant’– Clarify
(Amdocs)– HEAT -> ITSM
(FrontRange)– ITSM Accelerator
(Mercury)– Remedy
(BMC Software)– Service Center
(HP)– Service Desk
(CA Unicenter)– Service Desk
(Peregrine/HP)– Vantive
(PeopleSoft)– And more…
• ITIL-’Wannabes’– Too many…
9“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Systems Management Tools
• Application Management• Database Management• Server Management• Desktop Management• Network Management• Etc.
10“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?•• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
–– What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
11“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM Tools and Systems Management ToolsThe differences…
• ITSM tool implementations are ideally process-driven tool implementations
• Systems Management tool implementations are more often technology-driven or work instruction-level-driven tool implementations
12“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM Tools and Systems Management ToolsThe differences…
• Organizational Impact–High for ITSM Tool Implementations
-> across-the-board process support– Less significant for Systems
Management Tool Implementation -> limited to a particular technology area
13“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM Tools and Systems Management ToolsThe differences…
• ITSM tools have all the characteristics of being IT’s ERP tool and is therefore a business critical tool for IT from day-one
ERP: Enterprise Resource Planning
14“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM Tools and Systems Management ToolsThe differences…
• ITSM tools of quality have an IT Service-focus
• Systems Management tools often lack this capability, especially when dealing with point-solutions
15“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?•• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?–– What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
16“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM Tools and Systems Management ToolsCommonalities…
• Both ideally follow every normal project-based implementation approach and lifecycle
• Requirements gathering• Design• Build or Buy• Test• Deploy• Maintain• Retire
17“Successfully Implementing ITSM Tools” ©2006 InterProm USA
ITSM Tools and Systems Management ToolsCommonalities…
• Both types of tools should support the People (People-Process-Technology) that are working with the tools as well as the Processes
18“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
•• Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
ITIL is a Registered Trademark by OGC
19“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 1• The tool should support the People AND the
Process-> People and Processes drive the tool
decisions-> Tailoring or customizing the tool should be
driven by the processes and procedures to be supported
-> “A fool with a tool is still a fool” (Lindsay Parker, HP)
20“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 2• Minimize customizations: ITSM Tool
vendors’ compliancy with ITIL is still increasing-> ITIL-based vs. ITIL-compliant
21“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 3• The tool vendor is an implementation
partner and will share in the success-> How to treat your vendor…?
22“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 4• The ITSM tool solution needs to support
the ITSM strategy and not hinder it-> What is your ITSM Strategy…?
23“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 5• The ITSM tool is the main information
source for IT and IT’s Knowledge Management efforts-> Process improvement and thus
ITSM tool implementations are all about managing knowledge…
24“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 6• Ownership of the tools lies within the
Process Management Organization-> Process Managers are the main
stakeholders of the ITSM tool
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Guiding Principle 7• The ITSM tool needs to be an integrated
part of IT’s overall technology architecture -> The ITSM tool should be one step
closer to an end-to-end tool architecture
26“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 8• Work instructions are the only
documents that reflect the usage of the tool.-> Avoid including tool-related
aspects in the process and procedure documents
27“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Guiding Principle 9• Don’t blame the tool!
-> Often it is the culture or the process immaturity that causes ITSM tool implementations to fail
28“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
•• What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
ITIL is a Registered Trademark by OGC
29“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Critical Success Factor 1
• Implement in a phased-approach small steps -> Small steps (Plan-Do-Check-Act)-> Consider Time-boxing
30“Successfully Implementing ITSM Tools” ©2006 InterProm USA
• Test-Test-Test!-> Test plans to consider:
– Functional Test Plan– Integration Test Plan– Technical Test Plan– User Acceptance Test Plan– Back out Test Plan– Continuity Test Plan– Performance Test Plan
-> All plans should relate to a Requirements Traceability Matrix
Critical Success Factor 2
31“Successfully Implementing ITSM Tools” ©2006 InterProm USA
• Distinguish Processes from Procedures from Work Instructions to minimize documentation updates-> You are trying to get rid of
duplication of work, so don’t reintroduce it
-> Set up process, procedure, work instruction and tool review boards
Critical Success Factor 3
32“Successfully Implementing ITSM Tools” ©2006 InterProm USA
• Strong capabilities regarding Roles and Responsibilities features should be high on the wish-list (SOX requirement)->Support:
– process roles– line management responsibilities– maybe even project management roles
SOX: Sarbanes Oxley
Critical Success Factor 4
33“Successfully Implementing ITSM Tools” ©2006 InterProm USA
• Notification, Escalation, and Approval procedures should easily be supported by the ITSM tool solution ->Do you have policies,
procedures and ownershipdefined for all of those…?
Critical Success Factor 5
34“Successfully Implementing ITSM Tools” ©2006 InterProm USA
• Reporting capabilities are key and are a key differentiator-> easy of use: drag-and-drop-> end-to-end visibility: dashboard-> should support metrics (KPIs) to
manage the process data as well as the quality of the process
KPI: Key Performance Indicator
Critical Success Factor 6
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• Training tailored to the type of user-> Initially generic Tool Vendor
Training, but then customize it-> End-User Training vs. Administrator
Training-> Different training course for every
process role
Critical Success Factor 7
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• Define Use-Cases/Business Cases based on real-life business scenarios to determine that the tool covers every aspect of the process->“Happy Path”->“What-if Scenarios”
Critical Success Factor 8
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• Continuous stakeholder communication is crucial!->They are your best advertisers
of the exciting new (tool) developments
->Communication ≠ Sending E-mail messages
Critical Success Factor 9
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• Ease of integration with systems management tools is a cornerstone to mature-> Crucial for the initial success of:
• Configuration Management• Incident Management• Service Level Management
-> and of any other process later on
Critical Success Factor 10
39“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?•• LessonsLessons--LearnedLearned••• Your Next StepsYour Next StepsYour Next Steps
ITIL is a Registered Trademark by OGC
40“Successfully Implementing ITSM Tools” ©2006 InterProm USA
First Lesson• Insufficient time is planned for testing
or the test environment does not reflect the production environment-> Out-of-the-box doesn’t mean you
can cut back on testing
41“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Second Lesson• No IT Tool Architect and IT Tool
Architecture in place let alone an ITSM Strategy that should drive the tool architecture efforts. -> The ITSM Strategy has to be based
on business drivers (ROI)
ROI: Return On Investment
42“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Third Lesson• When not being a Fortune 50/100™
company stick to off-the-shelf software and stay away from building your own ITSM software -> Money spent on reinventing
today’s ITIL-based tools should be reallocated to Management of Change
Fortune 50/Fortune 100 is a Registered Trademark of Time, Inc.
43“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Fourth Lesson• Classification of Incidents, Problems,
Changes, Releases, and CIs should mainly be done through Code fields instead open free-format text fields -> Quick-Win in many ways
CI: Configuration Item
44“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Fifth Lesson• Apply the 80/20 rule.
-> No tool will be a 100% fit. The moment your ITSM tool solution is no longer able to support your ITSM requirements for 80% it is time to replace it.
-> For ITIL-based tools this is usually after 5 years or even more. When an ITIL-based tool doesn’t fit for 80% then probably something is wrong with your processes or you have organizational challenges
45“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Sixth Lesson• The end-to-end ITSM tool does not exist (nor
does the end-to-end Systems Management tool).-> You will always need the integration
with Systems Management tool solutions
-> Ease of integration is crucial, which preferably needs to be supported by the vendor and not be a concern for you: You are paying for it through your support contract anyway…
46“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Seventh Lesson• The ITSM tool that provides a CMDB
solution in the true sense of ITIL’s CMDB does not exist-> We still have a long way to go…
CMDB: Configuration Management Database
47“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Eighth Lesson• Begin at the beginning, not the end…
-> Take the big picture approach and then drill down into the details
-> Beginning at the end means fighting symptoms and only serves job security goals…
48“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Agenda••• IntroductionIntroductionIntroduction••• What is an ITSM Tool?What is an ITSM Tool?What is an ITSM Tool?••• ITSM Tools and Systems Management ToolsITSM Tools and Systems Management ToolsITSM Tools and Systems Management Tools
––– What are the differences?What are the differences?What are the differences?––– What do they have in common?What do they have in common?What do they have in common?
••• Guiding Principles for Successful Guiding Principles for Successful Guiding Principles for Successful ImplementationsImplementationsImplementations
••• What are the Critical Success Factors?What are the Critical Success Factors?What are the Critical Success Factors?••• LessonsLessonsLessons---LearnedLearnedLearned• Your Next Steps
ITIL is a Registered Trademark by OGC
49“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Next Steps• Do you have a process improvement strategy?• What does your process architecture look like?• Do you have a technology improvement strategy?• What does your tool/technology architecture look like?• Are you willing and able to make organizational
changes to better support your processes and thus the business?
• Are all these components in sync?
50“Successfully Implementing ITSM Tools” ©2006 InterProm USA
Q&A
51“Successfully Implementing ITSM Tools” ©2006 InterProm USA
THANK YOU FOR YOUR ATTENTION!
For more informationplease visit
www.interpromusa.com