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A typical IT Service Management (ITSM) implementation can be anywhere from 30 days to a year, depending on the task at hand. When we begin the process with any client, our first step is determining what we are working with - the existing IT infrastructure, the process and services in place, etc. Once we have defined the current system, identified the issues and established why they were implemented from the start, we move to the next phase — which includes determining what the new system needs to provide that the old one did not. Existing systems often do not grow with the company, creating a scenario where they are no longer of value.  In some cases, existing systems have been neglected due to more pressing matters in the business.

Once current needs are determined, a roadmap is put into place to show how you get from point A to point B, whether it’s purchasing new software and hardware, overhauling the existing systems, updating and optimizing the existing system, or a combination. Typically, there are several first steps that can be taken to show immediate ROI, whether it’s retiring legacy systems or something as simple as telecom expense management to reconcile telecom inventory and bring overspending to a halt.

Once the roadmap has been clearly established, execution begins. The most important aspect of the ITSM implementation comes after the lengthy process of achieving the objective - making sure that after implementation the proper procedures are in place to manage software and hardware assets and keep your IT investment performing optimally.

Any IT Service Management (ITSM) implementation project comes with its headaches.  Lack of communication only makes it harder and less effective. When we say communication, we are not limiting it to senior management and your IT team. Company-wide communications need to be performed in order for the project to be a success.

The purpose of communicating with users is to build awareness, set realistic expectations, raise support, minimize resistance and ensure successful implementation and user adoption. The first step to successful communications for your project is to create a communication plan that includes the core audiences and key messages. Awareness must be established early and maintained throughout and after implementation. Try to set up training and detailed documentation as soon as implementation is complete. Another important step, which is often overlooked, is to gather feedback post -implementation to determine if any changes need to be made to optimize your IT project.

Our VP of Business Development, Steve Walker, just sent me some fun photos of a Mardi Gras event….he’s the one with the mask on next to the dragon. He’s not the dragon.

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