To implement any new change requires certain efforts. Many organizations delay the implementation of an IT Service Management processes only because it seems complex and time-consuming. But in reality, to get started with ITSM isn’t that tough.
It is a fact that everyone wants to deliver IT services in an optimal way so that the management and delivery is smooth and efficient. But, at the same time, not everyone is ready to do what is required to achieve it; i.e. IT Service Management.
Changing the existing IT operation will not be a simple task, especially when every organization already struggles to complete their daily functions such as recruitment, budgeting, investing in the latest infrastructure, etc. Although it’s certainly not simple, there are steps that you can follow to ensure that you do not end up making ITSM harder than it is. Before we go into detail about all the steps, let us understand why IT managers are unable to easily transition to a ITSM environment.
Why is the transition to ITSM so difficult?
Everyone in top management positions realize the importance of ITSM. But when asked what strategy they have for implementing ITSM, these people are clueless. They do nothing to help the organization achieve an ITIL-supported ITSM environment. They simply keep on evaluating by asking run-around questions related to cost, training, and tools. While that knowledge is important, questions are not enough. Action is required.
ITSM incorporates methods to achieve reliability, dependability, sustainability as well as traceability of the IT processes. ITSM understands that IT services are much more than just the technology that is used to deliver them; you must think about the goals of the business and of the customers as well. Great IT is not just about using the best quality hardware. Improving customer satisfaction, speedy delivery, proper handling of special requests, etc.; these are most important.
Many IT managers are hesitant to add or update processes that might cause hurdles in their otherwise smooth system. This hesitation is not limited to a particular region or industry, it is widespread.
If we delve deeper into this issue, we find that it’s not the IT director’s or manager’s fault that their organizations are not ITSM ready. To implement the processes in the correct manner, one must be very careful. And since IT managers are always responsible for the timely delivery of the services, they end up under a lot of pressure to do it the right way. This fear keeps people from starting ITSM, and it’s simultaneously the number one reason that they need to start ITSM.
Let’s look at the factors that can help us ease the transition to IT Service management.
Get started with ITSM
To implement ITSM, you need to adopt a practical approach and break down tasks to be executed logically.
One of the important tasks of ITSM is the creation of a service level agreement. This is created when the business leaders consult with the IT department to draw out a contract which details the services offered by IT: response time in case of an incident, speed of the service etc.
To be able to efficiently commit to an achievable service level agreement, the IT department must focus on certain steps. These are:
- Jot down your goals: The IT manager should pen down the efforts that the department is going to make, the goals at which these efforts are directed at, and also the crucial milestones that it wants to achieve. This way, you can have a clear understanding of how to make efforts in the right direction.
- Educate everyone involved: Not only IT, but also all the other departments must be educated about ITSM and the benefits it will bring to the organization. Also, since everyone is equally responsible for delivering the services efficiently, so you should also aim at getting everyone’s input in addition to the support. You might have to first deal with their issues and problems before getting their support. But it is time and effort worth spending.
- Evaluate your resources: For starters, you need to invest time into understanding your own resources and infrastructure. Understand how your current IT operation is functioning. Take note of your device configurations and components. This way, you can enhance your understanding of performance, configuration, and security. This step must be done in preparation for ITSM, but it should be done in every organization in any case.
- Know your current services: After you have a clear picture of what your assets are, you must understand the services that you provide and their current level of delivery. For example, the total number of incident requests that you receive on email might not be logged onto the incident management tool. Some might get lost by getting filtered as spam. Understand what happens to those emails and do the same for every kind of service that you offer. If any of the services you offer are not manageable, they shouldn’t be offered at all.
The IT manager should also co-ordinate with the sales manager to understand the number of new requests logged each day, the response time required for each request and number of such requests handled per day. After this, the following should be ensured:
- Availability of services: Look for reported outages and see if employee efficiency is affected because of those. This way, you know what kind of availability of services to offer.
- Improving existing services: See if you can take steps to ensure better service performance, increase the availability time of services and bring efficiency in general.
- Requirement analysis: Try to gauge the needs of your business and the ability of IT to satisfy those requirements. If there a gap between the two, it needs to be fixed before starting with ITSM. Evaluate how IT process affect the greater business as a whole.
- Don’t hesitate to do your homework: It would be great if you could sit with the top executive of every department and understand their IT requirements. But practically, such a meeting wouldn’t be very effective without understanding the business strategy of that department. You can focus on asking the relevant IT related questions only when you understand the goals first. So do your homework and get informed about business goals before jumping into IT questions.
- Evaluate the business impact: You must take the time to understand the business impact of a service that you offer. What if the service wasn’t available in the future? Would it cause any noticeable impact to the business?
- Service catalog designing: You should design your service portfolio in a way that it clearly indicates the future goals of the business. Also, enough stress must be placed on the services that are currently available for the offering.
In the end, what looks difficult is not actually impossible to achieve. It just requires the will of going that extra mile to make your organization more manageable and efficient.
It is a lot of work! The good news is ITSM Leaders can help you get started efficiently and with quick results. Contact ITSM Leaders for a free initial consultation.