Gartner Research

How to Successfully Implement Your ITSM Tool

Published: 19 February 2019

ID: G00370360

Analyst(s): Mark Cleary , Mark Ray , Rich Doheny


Purchasing and implementing new IT service management tools requires sizable investments in time and money. Planning is needed to realize benefits. Infrastructure and operations leaders can use this research to maximize investments, avoiding unsatisfactory rollouts and unanticipated costs.

Table Of Contents
  • Key Challenges



  • Encourage Buy-In for New ITSM Tools and Processes
    • Engage Stakeholders Early
    • Account for Changes in Working Practices
    • Ensure Training for Business Consumers and IT Users
    • Develop a Plan for Knowledge Transfer
    • Leverage the ITSM Product and Process Owner Roles for Platform Governance
  • Manage the Tool Configuration and Rollout
    • Configure or Use Out-of-the-Box Processes
    • Manage the Rollout Cadence
  • Restrict Tool Customizations
  • Optimize Implementation
    • Data Models and Migration

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