Gartner Research

Follow These ITSSM Tool Implementation Best Practices

Published: 07 October 2016

ID: G00301316

Analyst(s): Rich Doheny , Kenneth Gonzalez


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



  • 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

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