IT Service Management (ITSM) practices need a facelift to compete in the current business world. With the growth of cloud, big data, social media analytics, and the Internet of Things (IoT), IT services are restructuring the entire industry.
In this article at Solarwinds Service desk, Nathan Riley shares a checklist to map out an actionable ITSM roadmap and meet the needs of the current highly disruptive business environment.
Time to Change
Even though transformation is the need of the hour, every organization takes time to adopt the change. The critical change agents in an organization are limited in numbers, which means limited capacity. So, implementing an ITSM roadmap can give clarity on where the organization is heading. A simple ITSM roadmap will help in incident, change, and problem management.
A roadmap is a communication tool that allows the leaders to initiate their work plan and represent it in graphical form to develop a better understanding among teams. It will enable them to think about the challenging aspects of knowledge management, incident, and configuration management. The initial roadmap gives clarity to the IT service needs of the organization. After the initial planning, the next element is to fix the focus on incident and knowledge management.
Refining the Roadmap
With the completion of the first draft, it would be easier to understand and list your priorities. However, a constant update of the roadmap is essential until it makes much sense to its users. Put timelines to the roadmap to raise expectations and determine the key dates to be included in the prioritization phase.
The ITSM roadmap should deliver benefits at various stages and become flexible enough to adjust with time. In IT service, many initiatives suffer due to lack of focus and unmet expectations. It happens because people lack spending time on creating the roadmap. So, spend a little time creating the roadmap before shifting focus towards something else. Click on the following link to read the original article: https://blog.samanage.com/it-service-management/how-to-create-an-itsm-service-management-roadmap/