Info-Tech Research Group1 1 Info-Tech Research Group, Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © Info-Tech Research Group Inc. Build an ITSM Tool Implementation Plan Nail your ITSM tool implementation from the outset.

Info-Tech Research Group2 2 Besieged managers often think a new tool will solve all of their problems. Buy the right tool, customize it to a magic set of specifications, and tickets will be prioritized, incidents resolved, and service requests fulfilled. Unfortunately, the outcome is often ad hoc changes that complicate upgrades, increase support cost, and fail to get the service desk out of firefighter mode. Tool customization isn’t the answer. Implementing an ITSM tool can cement organizational change and improve the performance of the service desk, but it’s the time spent standardizing service desk processes that makes the difference, not the customizations. The key to a successful ITSM tool implementation is to understand that it actually involves two projects: the first standardizes service desk processes, and the second configures the tool to meet those processes. If you follow this approach, you’re less likely to get lost in the details of the implementation and lose sight of what you’re trying to achieve. Sandi Conrad, Senior Director, Infrastructure Practice Info-Tech Research Group Configure your ITSM tool, don’t customize it. ANALYST PERSPECTIVE

Info-Tech Research Group3 3 This Research is Designed For:This Research Is Designed For:This Research Will Help You: Assumptions: Our understanding of the problem IT directors and managers who need to structure an ITSM tool implementation project to develop an RFP to hire professional implementation services. IT directors and managers tasked to prepare for a vendor-assisted ITSM implementation. IT directors and managers who are implementing an ITSM tool without external assistance. Develop an IT service management (ITSM) tool implementation strategy and plan. Structure the implementation project to ensure the ITSM tool delivers value from the onset. Organize resources and manage the implementation project to ensure all necessary tasks are completed on time. Make key tool configuration decisions and configure the tool to align with your service desk processes. Develop a testing and training plan to ensure adoption and sustainability of the solution. Deploy the ITSM tool and manage and communicate the change associated with new processes for all users. You have selected and purchased the ITSM solution and necessary licenses. You are not implementing an in-house developed application. You have standardized your service desk processes and have a clear understanding and documentation of those processes. You have secured executive buy-in, approval, and funding for the project. You have the necessary infrastructure to support the solution.

Info-Tech Research Group4 4 Resolution Situation Complication Info-Tech Insight Executive summary ITSM solutions must be replaced or upgraded periodically to ensure the service desk continues to meet organizational requirements. The software can also require a fair amount of configuration to deliver value. Configuring the tool, integrating applications, and migrating data can be complex tasks involving a number of templates and workflows. Project managers often underestimate the complexity of an ITSM solution or rely heavily on professional services to organize the implementation. Managers without a project plan are often pressed into making decisions around configurations, data, and integrations during the implementation without fulling understanding their impact. Build an implementation plan to ensure the tool continues to meet business requirements in the long run. Make key decisions about configuration, application integration, and data migration before the implementation begins and you have time to forecast the impact of your decisions. Include a service desk process review in the implementation plan to ensure you are not carrying over poor data and bad habits. The new tool doesn’t need to recreate your old service desk environment; it needs to create one that meets business requirements. Thinking critically about your service desk processes will help you identify which templates and workflows need to change and which data needs to be migrated to the new tool, if any. A detailed implementation plan can help you decide whether your team can do the tool implementation in-house and identify requirements for the RFP if you choose to draw on professional services. 1.A tool implementation is actually two projects. Buying a new tool is not a silver bullet for service desk woes. Your project needs to incorporate both a review of service desk processes and a product implementation. 2.There is much to do before the implementation. Whether or not you rely on professional services, the project will press you to make decisions around configurations, data, forms, and fields. Build a plan to avoid hasty decisions that could undermine the tool’s value in the long run.

Info-Tech Research Group5 5 The 2015 CHAOS Report shows a staggering proportion of projects fail or are challenged.2015 CHAOS Report The 2015 CHAOS Report gathers the findings of 365 respondents representing 8,380 applications, four focus groups, and a number of personal interviews to provide context to the survey results. The report classifies project into three types: Success: The project is completed on time and on budget, and with all features and functions initially specified. Challenged: The project is completed and operational, but over budget, over the time estimate, and with fewer of the features and functions initially specified. Failure: The project is cancelled during the development cycle. Rushing into an ITSM tool implementation is a recipe for failure SuccessfulChallengedFailed Grand2%7%17% Large6%17%24% Medium9%26%31% Moderate21%32%17% Small62%16%11% Total100% The most important aspect of this research is discovering why some projects succeed while others fail. In conversation with IT executive managers, Standish Group researchers identified three elements without which chance of failure increased dramatically. The three major reasons that projects fail are insufficient user involvement, lack of executive management support, and a vague statement of requirements. This blueprint will help you secure executive support, involve end users in the planning process, and design, test, and deploy a solution that meets business requirements. The majority of medium-scale software implementations are plagued with project failures and cost overruns.

Info-Tech Research Group6 6 Parse ITSM tool implementations into manageable stages to ensure success and solution effectiveness DEPLOY BUILD ORGANIZE PLAN Project Management Change Management & Communications Project Goals & Scope Define Processes Implementation Strategy & Phases Allocate and Organize Resources Design Solution Data Migration Installation, Configuration, Integrations Testing Training Deployment

Info-Tech Research Group7 7 A successful implementation project will avoid the cost and time overruns that plague software implementations The Standish Group 2105 Chaos Report found that on average, across all companies: Implementation costs were 189% of the original cost estimate. Implementation time was 222% of the original time estimate. Infotech’s ITSM tool implementation project blueprint provides a structured approach to cost estimates and resource allocations. Follow Info-Tech Research Group’s approach to avoid expensive cost and time overruns. Use these formulas to measure the value of the project. % Cost Overrun Budgeted cost Costs initially budgeted for phase or project completion. Actual cost Actual costs incurred for phase or project completion. ResultsProject costs avoided in $. % Time Overrun Budgeted time Time initially budgeted for phase or project completion. Actual time Actual time spent for phase or project completion. Results Project resource costs avoided in FTE.

Info-Tech Research Group8 8 A successful ITSM tool implementation is critical to the service desk’s capacity to meet business requirements. Carry out the activities in this blueprint to manage the complexity of the project and mitigate implementation risks. Network Infrastructure Service Desk Business Applications Data Quality Devices Analytical Capability Client-Facing Technology Work Orders Innovation Leadership Projects IT Policies Requirements Gathering Top IT Services for Business Stakeholders N=215 organizations (2015) N=21,367 respondents (2015) Since 2013, Info-Tech has surveyed over 20,000 business stakeholders as part of our CIO Business Vision program. We asked them to rank the importance of the following 12 core IT services: Learn more about the CIO Business Vision program. Service desk success will get you noticed by business stakeholders

Info-Tech Research Group9 9 Info-Tech Research Group’s approach to service desk optimization focuses on building essential best practices Consolidate Build a strategic roadmap to consolidate service desks to reduce end-user support costs and sustain end-user satisfaction. Standardize Build essential incident, service request, and knowledge management processes to create a sustainable service desk that meets business needs. Extend Facilitate the extension of service management best practices to other business functions to improve productivity and position IT as a strategic partner. Our Approach to the Service Desk Service desk optimization goes beyond the blind adoption of best- practice frameworks. Info-Tech’s approach focuses on controlling support costs and making the most of IT’s service management expertise to improve productivity. Do the projects sequentially or in any order. Our Approach to the Service Desk Service desk optimization goes beyond the blind adoption of best- practice frameworks. Info-Tech’s approach focuses on controlling support costs and making the most of IT’s service management expertise to improve productivity. Do the projects sequentially or in any order. Adopt Lean Build essential incident, service request, and knowledge management processes to create a sustainable service desk that meets business needs. Improve Build a continual improvement plan for the service desk to review and evaluate key processes and services, and manage the progress of improvement initiatives. Select and Implement Review mid-market and enterprise service desk tools, select an ITSM solution, and build an implementation plan to ensure your investment meets your needs.

Info-Tech Research Group10Info-Tech Research Group10 Info-Tech draws on the COBIT framework, which focuses on consistent delivery of IT services across the organization Evaluate, Direct, and Monitor EDM01 Ensure Governance Framework Setting and Maintenance EDM02 Ensure Benefits Delivery EDM03 Ensure Risk Optimization EDM04 Ensure Resource Optimization EDM05 Ensure Stakeholder Transparency Monitor, Evaluate, and Assess Align, Plan, and Organize APO01 Manage the IT Framework APO02 Manage Strategy APO03 Manage Enterprise Architecture APO04 Manage Innovation APO05 Manage Portfolio APO06 Manage Budget and Costs APO07 Manage Human Resources MEA01 Monitor, Evaluate, and Assess Performance and Conformance APO08 Manage Relationships APO09 Manage Service Agreements APO10 Manage Suppliers APO11 Manage Quality APO12 Manage Risks APO13 Manage Security Build, Acquire, and Implement BAI01 Manage Programs and Projects BAI02 Manage Requirements Definition BAI03 Manage Solutions Identification and Build BAI04 Manage Availability and Capacity BAI05 Manage Organizational Change Enablement BAI06 Manage Changes BAI07 Manage Change Acceptance and Transitioning MEA02 Monitor, Evaluate, and Assess the System of Internal Control BAI08 Manage Knowledge BAI09 Manage Assets BAI10 Manage Configuration Deliver, Service, and Support DSS01 Manage Operations DSS02 Manage Service Requests and Incidents DSS03 Manage Problems DSS04 Manage Continuity DSS05 Manage Security Services DSS06 Manage Business Process Controls MEA03 Monitor, Evaluate, and Assess Compliance with External Requirements

Info-Tech Research Group11Info-Tech Research Group11 Tools and templates support each step of the project DEPLOY BUILD ORGANIZE PLAN Implementation Plan Checklist Project Charter Template Project Planning & Monitoring Tool RFP for Professional Implementation Services User Acceptance Testing (UAT) Plan Template UAT Results Template Communication & Training Plan Template Deployment Plan Template This project provides the following key deliverables:

Info-Tech Research Group12Info-Tech Research Group12 The project blueprint illustrates the scope of each phase of the project with relevant case studies A major hardware vendor implements a new ITSM tool. This case study continues throughout the blueprint and illustrates the full scope of the project.case study A major hardware vendor implements a new ITSM tool. This case study continues throughout the blueprint and illustrates the full scope of the project.case study A large news service provider cut back the scope of its implementation project to keep it manageable. This case study illustrates the scope of the plan phase.case study A large news service provider cut back the scope of its implementation project to keep it manageable. This case study illustrates the scope of the plan phase.case study Reviewing and defining processes before the implementation can be a project in itself. This case study illustrates the scope of the organize phase.case study Reviewing and defining processes before the implementation can be a project in itself. This case study illustrates the scope of the organize phase.case study Consider the consequences of over-customizing your tool. This case study illustrates the scope of the build phase.case study Consider the consequences of over-customizing your tool. This case study illustrates the scope of the build phase.case study 5 5 Choose a cut-over approach that works for you. This case study illustrates the scope of the deploy phase.case study Choose a cut-over approach that works for you. This case study illustrates the scope of the deploy phase.case study Plan Organize Build Deploy

Info-Tech Research Group13Info-Tech Research Group13 Don’t start the implementation project until you selected an ITSM solution The current project picks up where the Vendor Landscapes left off. This project blueprint assumes that you have gone through the ITSM solution selection process and that you are ready to plan the implementation of the tool you selected. Info-Tech Research Group evaluates ITSM solution providers, and ranks each in terms of functionality and affordability. The results are published in the Enterprise and Mid- Market Service Desk Software Vendor Landscapes.EnterpriseMid- Market Info-Tech Research Group evaluates ITSM solution providers, and ranks each in terms of functionality and affordability. The results are published in the Enterprise and Mid- Market Service Desk Software Vendor Landscapes.EnterpriseMid- Market If you have not yet selected an ITSM solution, use the Vendor Landscape to complete your purchasing decision. Book a Guided Implementation to have our analysts walk you through recommended vendors, explain our method, review your material, and answer your questions.Guided Implementation If you have not yet selected an ITSM solution, use the Vendor Landscape to complete your purchasing decision. Book a Guided Implementation to have our analysts walk you through recommended vendors, explain our method, review your material, and answer your questions.Guided Implementation Info-Tech Research Group is a vendor-neutral organization. We have no financial relationship with vendors we evaluate.

Info-Tech Research Group14Info-Tech Research Group14 Use these icons to help direct you as you navigate this research This icon denotes a slide where a supporting Info-Tech tool or template will help you perform the activity or step associated with the slide. Refer to the supporting tool or template to get the best results and proceed to the next step of the project. This icon denotes a slide with an associated activity. The activity can be performed either as part of your project or with the support of Info-Tech team members, who will come onsite to facilitate a workshop for your organization. Use these icons to help guide you through each step of the blueprint and direct you to content related to the recommended activities.

Info-Tech Research Group15Info-Tech Research Group15 Refer to this glossary to understand the terms used throughout this blueprint Throughout this project, implementation refers to the entire set of activities involved in designing, building, and releasing the ITSM tool, whereas deployment refers specifically to the final stage where the tool is released. Glossary of Terms: ITSM tool: The information technology service management (ITSM) tool that will be used to support the service desk and any additional service management functions in other departments. Implementation: The entire process of planning, designing, building, testing, training, and deploying the ITSM tool. Deployment: The final stage of the process where the tool gets introduced into the live IT environment. This encompasses the cut-over from the old tool and the release of the solution to all relevant departments. Cut-over: The process of transitioning from the previous ITSM solution/system to the new ITSM solution. Go-live: The first day the system will actually be used in a production mode by at least one user.

Info-Tech Research Group16Info-Tech Research Group16 Consulting “Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project.” Guided Implementation “Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keep us on track.” DIY Toolkit “Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful.” Workshop “We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place.” Diagnostics and consistent frameworks used throughout all four options Info-Tech offers various levels of support to best suit your needs

Info-Tech Research Group17Info-Tech Research Group17 Best-Practice Toolkit 1.Identify and communicate project goals. 2.Define scope and processes the tool will support. 3.Determine strategy and phases for implementation. 4.Define and organize project resources. 5.Design and build solution. 6.Test solution to ensure functionality. 7.Train service desk analysts and end users. 8.Deploy, monitor, and maintain solution. Guided Implementations Document goals, strategy, and business requirements. Identify and address potential objections. Formalize an engagement strategy. Identify metrics to measure progress towards your implementation goals. Set up diagnostic and receive results. Identify and document the scope of the implementation. Define and document existing and future processes the tool will need to support. Evaluate pros and cons of different implementation approaches. Define what each phase will contain. Develop and issue an RFP for professional services for implementation. Define roles and responsibilities of implementation team. Track implementation tasks, timelines, and resources. Identify and document functional tests to be performed. Develop a UAT plan and test case scripts. Develop a plan for communicating changes associated with the new tool. Develop a plan to ensure the transition to the new tool and the go-live run smoothly. Onsite Workshop Module 1: Plan for the implementation Module 2: Organize the implementation Module 3: Design, build, and test your ITSM solution Module 4: Deploy, monitor, and maintain your ITSM solution Phase 1 Results: Results for Chosen Diagnostic Project Charter ITSM Tool Implementation Checklist Phase 2 Results: Project Planning & Monitoring Tool RFP for Professional Implementation Services ITSM Tool Implementation Checklist Phase 3 Results: User Acceptance Testing Plan Template UAT Results Template ITSM Tool Implementation Checklist Phase 4 Results: Communication & Training Plan Template Deployment Plan Template ITSM Tool Implementation Checklist PlanOrganizeBuildDeploy Build an ITSM Tool Implementation Plan project overview

Info-Tech Research Group18Info-Tech Research Group18 Measured value for Guided Implementations (GIs) Engaging in GIs doesn’t just offer valuable project advice, it also results in significant cost savings. GIMeasured Value Phase 1: Plan for the implementation Time, value, and resources saved by using Info-Tech’s methodology to define the scope of your implementation. For example, 2 FTEs * 5 days * $80,000/year = $3,200 Phase 2: Organize the implementation Time, value, and resources saved by using Info-Tech’s tools and templates to build implementation strategy and allocate resources. For example, 2 FTEs * 5 days * $80,000/year = $3,200 Phase 3: Design, build, and test your ITSM solution Time, value, and resources saved by following Info-Tech’s tools and methodology to determine installation, configuration, integration, and testing requirements. For example, 2 FTEs * 5 days * $80,000/year = $3,200 Phase 4: Deploy, monitor, and maintain your ITSM solution Time, value, and resources saved by following Info-Tech’s best-practice guidance and templates to establish an effective project roadmap and build a communication plan. For example, 2 FTEs * 4 days * $80,000/year = $2,560 Total savings$12,160

Info-Tech Research Group19Info-Tech Research Group19 Workshop overview Contact your account representative or for more Workshop Day 1Workshop Day 2Workshop Day 3Workshop Day 4Workshop Day 5 Activities Scope the workshop and run diagnostics 0.1 Determine workshop scope and logistics. 0.2 Choose and prepare the diagnostic Determine workshop scope and logistics. 1. Plan for the implementation 1.1 Document goals, strategy, and business requirements from tool. 1.2 Review pain points with current/previous solution, and evaluate end-user satisfaction. 1.3 Identify potential objections and create a plan to address them and get buy-in for the change. 1.4 Formalize an engagement and communications strategy. 1.5 Identify metrics to measure progress towards implementation goals. 2. Organize the approach 2.1 Discuss, identify, and document the scope of the tool implementation. 2.2 Define and document the existing and future processes that the tool will need to support. 2.3 Choose an approach to the implementation (i.e. linear vs. phased). 2.4 If the implementation will take a phased approach, define what each phase will contain. 3. Organize resources 3.1 Evaluate and decide whether to hire professional services for the implementation. 3.2 Develop and issue an RFP to hire professional services to assist with the implementation. 3.3 Define the roles that will form your implementation project team and their responsibilities. 3.4 Assign and document roles and responsibilities for the implementation project. 3.5 Track your tasks, timelines, and resources for the project using the Project Planning & Monitoring Tool. 4. Design, build, and deploy the tool 4.1 Use the Implementation Checklist Tool to determine whether you’ve made all the necessary design decisions to build the tool. 4.2 Identify and document tests to be performed. 4.3 Develop a UAT plan and test case scripts. 4.4 Develop a plan for communicating changes associated with the new tool. 4.5 Develop a training plan and allocate training modules. 4.5 Develop a deployment plan to ensure the transition to the new tool and the go-live run smoothly. Deliverables Results for chosen diagnostic Workshop scope and logistics Project Charter ITSM Tool Implementation Checklist Project Charter ITSM Tool Implementation Checklist RFP for professional implementation services Project Planning & Monitoring Tool ITSM Tool Implementation Checklist User Acceptance Testing Plan Template UAT Results Template Communication & Training Plan Template Deployment Plan Template