IT Service Management (ITSM) implementations are something that Darren Williams knows very well. He’s been involved in hundreds of implementations over the years and sees, now, a few common features of the process. In particular, he notes how larger organizations tend to have easier problems to solve, most likely because they already understand the importance of process. Smaller organizations often have ad-hoc procedures which need to be formalized—a much longer and more complex situation.
Too Much at Once, Sections, and Successive Success
Williams dives into the three styles, starting with “biting off more than you can chew.” This style of implementation is often the worst, as it’s not reality based. Organizations want to capture all processes within ITIL at once, and that’s simply not possible.
Another style is the “phased approach,” where ITSM is seen more as a journey with different sections to reach and succeed in. The final style–and notably the one you really want–is “successive success”:
The roll out of ITSM can also be iterative. The deployment and success of ITSM within a single department can be used to champion the effectiveness across the entire organization. Once other departments see the efficiencies have gone through the roof and user satisfaction has skyrocketed you have a powerful change agent in place.
Other departments will quickly see the benefits of streamlining everyday tasks and automating their own departments. HR may want to use ITSM to manage job applicants and manage employee benefit plans. The Marketing department may want to improve their job request workflows. Facilities may want to manage equipment and buildings through a formal auditable system.
Read the full article here: http://blogs.computerworld.com/it-leadership/23494/secrets-it-service-management-implementations-big-bang-theory