Gartner Research

Follow These ITSSM Tool Implementation Best Practices

Published: 07 October 2016

ID: G00301316

Analyst(s): Rich Doheny , Kenneth Gonzalez

Summary

For most service management organizations, deploying an ITSSM tool is not simply a matter of "plug and play" and requires an implementation cycle, more often than not involving a tool implementer. I&O leaders should follow these best practices to help get implementation right the first time.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Involve IT and Business Users Actively Throughout the ITSSM Tool Implementation
    • Define Accountability for All Major IT Service Management Processes
    • Involve Business User Feedback in Developing New Business User-Facing Functionality
  • Prioritize Configuration of Out-of-the Box Functionality Over Customization for at Least Six Months
    • Investigate the Impacts of Customization on Ongoing Support
    • Ensure That Any Customizations Have Clearly Identified Business Value
  • Focus on IT Service Management Process Dependencies in Defining the Scope of ITSSM Implementation
    • Limit Scope to Processes and Capabilities Providing Value Within the First 12 Months
    • Ensure That Implementation Providers Understand Your Environment
  • Create a Plan for User Training That Accounts for Both Functional and Process-Related Changes
    • Don't Neglect User-Facing Capabilities
  • Limit Data Migration to Datasets Where Historical Continuity Is Required

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.