8 Rock Solid Steps to Elevate ITSM Success

Agenda

1. Adopting Best Practice Methods to Deliver IT Services

2. The Relationship Between ITSM & ITIL

3. 8 Rock Solid Steps to Elevate ITSM Success

4. Read More

Adopting Best Practice Methods to Deliver IT Services

• Service Strategy outlines business goals and requirements needed to service customers

• Service Design provides guidance for designing, changing, and improving services

• Service Transition guides the processes for building and deploying services

• Service Operation identifies and defines key processes related to the service desk

• Continual Service Improvement guides the plan for IT service improvements

ITSM encompasses proactive processes and procedures used to plan, design, deliver, and control IT service delivery to business users. ITSM originated when various technology vendors and product suppliers needed a better way to help their customers implement and utilize the technology they purchased.

ITIL is a world-renowned, best practice framework that guides the delivery of IT services. Each of the five ITIL publications is an integral part of the overall framework. The ITIL service lifecycle publications include:

The Relationship Between ITSM & ITILITSM and ITIL have a symbiotic relationship. ITIL provides guidance on how to work more effectively, while ITSM is the way IT manages the delivery of services to business users.

8 Rock Solid Steps to Elevate ITSM Success

Step 1: Evaluate Your Current State

• Personnel - Are the right people in place? Will any be resistant to change? If there are any “round pegs in square holes,” now is the time to deal with those employment issues.

• Processes - What processes do you have in place to manage the services you deliver? Are they standardized and repeatable?

• Technology - Does your current IT service management technology support the culture and needs of your organization, or are you forced to change your business to fit the technology?

• Service Definition - Have you clearly defined all of the services that your customers expect? Also, are you offering too many or non-essential services?

• Service Level Agreements – Are your Service Level Agreements and Operational Level Agreements meeting the needs of your customers?

Change can be disruptive. Before changing your current people, process, or business technology, it is important to assess your present situation.

Step 2: Define your ITSM Goals Understanding the value of setting achievable short and long-term goals that align with the needs of your business is essential.

Use the SMART model to help you achieve quick and quality wins along the way:• Specific—Clearly define your goal.

• Measurable—Establish tangible metrics to measure progress.

• Actionable—Ensure the goal is attainable given your resources and capabilities.

• Relevant—Set goals that you are prepared and able to achieve.

• Time-Bound—Ensure you have enough time to achieve the goal.

Clearly defined and well communicated goals help employees and leaders understand IT’s intentions and forestall resistance to pending change.

Step 3: Obtain Management Buy-In

Gain momentum from the top in order to secure time and resource commitments, and encourage support from peers.

• Provide a clear, concise explanation of the value service management will bring to your business.

• Share well-defined goals, and a timeline.

• Communicate successes with leadership and your peers.

Step 4: Develop your Plan of Attack

• Gain a better understanding of ITSM best practices and methodologies. One size doesn’t necessarily fit all. There are many options, including ITIL, Six Sigma, COBIT, Lean, Agile, ISO, and DevOps, each a viable business solution.

• Obtain training and certifications in ITIL or the methodology of your choice prior to undertaking the implementation of ITSM processes.

• Adopt processes that suit your individual company needs. Evaluating your business goals, departmental budgets, resource constraints, and organization culture can help you determine which processes work for you.

Step 5: Assemble the Right TeamHaving the right people in the right positions is imperative to success. Be sure that your people are not only committed, but also qualified, and comfortable with your business culture. Some of the steps you can take to ensure you are effectively using your people resources include:• Identify the people you already have on board and their skillsets.

• Document what roles your business needs to succeed.

• Align the people you already have and the roles they can fill.

• Identify gaps.

• Remove people who do not fit your needs.

• Add people with skillsets that can fill in the gaps.

Step 6: Take Advantage of Automation Improve service management with automation. However, don’t automate so much that you lose sight of your primary goals: your customer’s needs for personalized service.

Benefits of automation:

• Decrease manual human error.

• Implement repeatable processes.

• Increase productivity and predictability.

• Improve customer experience.

• Reduce costs.

Step 7: Select the Right ITSM Software

• Be intuitive and user-friendly.

• Consolidate ITSM functionality into a single system.

• Automate ITSM processes.

• Support integration with third-party solutions.

In order to automate the delivery of services to your end-customer and provide the most modern user experience, you will want to implement an ITSM software solution that incorporates service desk, IT asset management, and IT self-service functionality. Regardless of your industry vertical, organization size, and specialized needs, the solution should:

Step 8: Implement a Continual Service Improvement PlanMeasure both the successes and the failures of each process. After defining the parameters, manage all of the measurements in a single place so that you can use the information to define trends and make changes to continuously improve your processes.

Achieve IT Success IT success is the considered, deliberate implementation of IT service delivery best practices. With proper planning, communication, and implementation, ITIL (or a similar framework) and ITSM can position your company for both present and future growth, as well as profitability.

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