Introduction to IT Service Management Implementation Roadmap
Now that we have covered the human aspect of the implementation process, we can proceed with the ITSM roadmap. The ITIL framework provides a practical template for modern technology companies to implement IT Service Management effectively. IT Service Management can be implemented with a very simple model which is known as the ITIL Continual Improvement model. The model provides a holistic overview of the ITSM implementation roadmap. With its iterative approach, the continual improvement model provides organizations with a way to improve their processes, and learn how to improve on an ongoing basis.
ITIL – The Continual Service Improvement Model
The Cybiant ITSM Implementation methodology
The actual ITSM implementation methodology is more detailed compared to the roadmap overview shown above. The methodology consists of the actual tasks and other relevant aspects that are needed to be executed along the implementation process. Cybiant has developed the following methodology because of its close alignment with the Continual Service Improvement Model. However, bear in mind that the diagram below is a representation of a general implementation methodology, thus it can vary from project to project.
The Cybiant ITSM Implementation methodology diagram
As shown in the diagram above, the process can be categorized into 5 different stages:
Strategy – the strategy phase is focused on developing a strategy and plan to create value for the business through the implementation of the ITSM. The objective of this phase is to build a vision and clearly defined set of expected outcomes for the future state. Planning considerations must consider the integrated and dependent aspects of People, Process, Technology and sometimes 3rd party partners.
Interestingly, strategy is the stage where organizations attempt to take shortcuts – potentially ignoring this critical step and leap immediately into roadmap planning. The integrated perspective of the Implementation Roadmap is best defined in the strategy phase. This phase identifies and applies concepts as defined in Continual Service Improvement.
Applying the first 4 steps of the CSI approach, we define the key strategic objectives – create a vision, map, baseline the current state and carefully consider the organizational change steps needed to change behaviour, attitude and culture. This enables an organization to effectively manage the solution, set priorities and create a plan forward. With a well-described strategy in hand we find that organizations are well positioned to achieve the greatest benefits from the implementation initiative.
Design – The Design phase of the Implementation Roadmap is a critical time in the emerging character of the technology driven organization. The Strategy phase provides a clear picture for the organization structure and roles of the future state. In the Design phase, the organization translates the strategy and plans into a set of project plans, the necessary requirements for the emerging or improved services or processes, and documentation of the final process goal state. The deliverables from this stage include high level and detailed process documentation, tool automation requirements, a Process program/project transition plan, program/project/PMO guidance and an organizational adoption plan.
Transition – The Transition phase is known for a high level of process-related activity and the need for high degrees of collaboration and coordination within and across IT and the business. During the Transition phase, the design is put into motion. Putting into motion refers to the deployment of the process via skills-based training on both the new process and configured tool. Key activities within Transition include: validation and testing to assure that the process and tools will work seamlessly and without flaw when implemented; implementing the various aspects of the transition plan and preparing the organization for the new reality; defining and testing the implementation plan through pilots; and completing the transition plan with the organizational rollout.
Operation – Now is when the rubber meets the road. The process team has worked hard to prepare the final process for implementation during the Transition stage. The process was implemented via pilots and then an organizational rollout. Establishing governance and controls to ensure management and staff move from the old behaviours and way of doing things to new behaviours and practices.
Continual Improvement – No process or service implementation reaches perfection “right out of the box”, Cybiant supports the notion that on a regular basis it is important and critical to monitor process or service performance, compare that performance to established standards and, if there is a significant deviation from actual to desired, make the necessary decisions to improve the process or service performance.