ITSM Toolset Selection

Planning on Implementing an ITSM Tool Set What you need to take into consideration…

Topics ,[object Object],[object Object],[object Object],[object Object]

Making the decision to implement an ITSM software solution is the first step to ensuring … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What comes first … 1. The process or the tool?

So you want to implement an ITSM solution, what comes first… Process / Tool? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL North American Suites Remedy – IT Service Mgt Suite CA – Service Desk HP – Service Desk HP - Peregrine – Service Centre ITIL Out-of-the-Box Axios - assyst Remedy - ITSP Infra – Infra Enterprise Marval – Marval MSM Here are a few tools out there…. Help Desk Tools FrontRange ICANSP Magic Touchpaper System Management Altiris Troux (Discovery tools with relationship mapping) Software Release Harvest Serena Endeavour (Moving code to a new environment) ERP / CRM PeopleSoft Siebel

Excellent sites to find ITSM capable tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],PinkVerify™ Service Support Enhanced - 7 Processes - Highest level As per Pink Elephant’s in-house evaluation criteria

PinkVerify™ Service Support - 6 Processes - ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],- RM AM RM As per Pink Elephant’s in-house evaluation criteria SLM

PinkVerify™ Service Support - 5 Processes - ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],RM RM RM SLM As per Pink Elephant’s in-house evaluation criteria

PinkVerify Service Support - 4 Processes - ,[object Object],[object Object],[object Object],[object Object],As per Pink Elephant’s in-house evaluation criteria

Now that you know that specialized tools do exists, what are our … 2. Requirements

Before you start, you need to determine exactly what you want to achieve… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Now that you have selected a tool, what’s next?

Implementing an ITSM tool is not just about implementing technology … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],It’s all about implementing a solution!

So now what? 3. Well the next thing we need is Management Commitment!

Management Commitment ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The next most important aspect of a project are … 4. Resources

Resource Availability ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Use of External Specialists ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Ok, now that you have the people in place, the next step is … 5. Processes

Don’t Try to Do Everything all at Once ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Process Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

So know you know how your processes will work but what about the … 6. End-State of the Service Desk

Service Desk (Function) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

In order for your initiative to succeed you need to ensure timely and effective … 7. Communication

Communication Plan ,[object Object],[object Object],[object Object],[object Object]

Communication Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

We keep talking about an ITSM tool so what do we need to take into consideration when dealing with …. 8. Technology

Customization vs. Personalization ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Architecture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Technology Integration ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The most time consuming exercise is to define your …. 9. Data

Base Data Definition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

You could have the best solution in place but you will not achieve your goals unless you pay particular attention to the last step before going live … 10. Customized training

Training ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Conclusion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITSM Toolset Selection

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ITSM Toolset Selection