The demos always look so great. Such a gorgeous, shiny new tool! Vendors are fantastic at this. What they're less good at is giving you the hard truths around what has to be done before you should even think about implementing that gorgeous, shiny new tool. The reality is this: Your tool will never look like their demo database if you don’t get your Service Catalog squared away and have a clear understanding of what a Service is in the first place (this article will help you with that).
Midway upon the journey of our lives as penitent bean counters, we endeavor to move forward by glancing behind to master the most propitious elements of cost accounting. So, our anatomy lesson takes us back to charm school to re-learn our ABCs . . .
So, you’ve decided to buy Cherwell (awesome!) and begun the work of deciding how you’d like to have it implemented. First of all, congratulations! It’s clear you have excellent taste in ITSM platforms. Now, about that implementation; the good news is, you have a ton of options.
Implementing an enterprise IT system is like buying a treadmill to get in shape. You have this picture of the end goal in mind – how good you’re going to look and feel once you get in shape – then quickly realize that pain, sweat, and a few tears may be involved in actually getting there. Having the discipline to stick to something that, frankly, is boring and not so fun, is difficult. Really difficult. Fast-forward a few months and, without a solid strategy for getting in shape, many of us find we have nothing more to show for our efforts than an expensive clothes rack. This same fate can (and does) easily befall us when we approach an enterprise system without a strategy.
If your organization is looking to implement IT Service Management (ITSM) but doesn’t quite know where to start – fret not. If you’ve gotten started but fear you’ve veered off course a little – also fret not. You’ve all come to the right post! The below information is designed for new ITSM endeavors. It’s best served by tailoring it to your specific organization – but whatever your needs, the following will give you a great start.
In an ideal world, we’d always have sufficient resources to do whatever needs to be done in IT. In the real world, we know this is rarely the case. More often, we find ourselves trying to do more with less – be it time, staff, budget, or all of the above. This, added to the fact that we often lack sufficient data to prove to leadership and customers that their precious resources should be spent on yet another new IT initiative, poses a formidable challenge to getting the work done.
Avoid the drama of competing priorities. Here's why it's a better bet to take this task off your Service Desk's plate.
There are loads of IT Service Management platforms out there. Software vendors will tell you their ITSM platform is perfect in every way (it isn’t) and that it will be the “game changer” for your organization (without good processes and training, it won’t).
We've all been there. The freeware tool we got when there were two people running the Service Desk and 25 users finally starts to crumble. It cannot be upgraded because we didn't bother following the patching path set out by the original authors, and then it got sold to a commercial vendor and the new version is written in a different language, or the database is no longer compatible, or one of the other myriad reasons that most ITSM tools do not play well with others, even if the others are their successors.