1. 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. © 1997-2016 Info-Tech Research Group Inc. Build an ITSM Tool Implementation Plan Nail your ITSM tool implementation from the outset. 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.© 1997 - 2016 Info-Tech Research Group

2. 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

3. 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.

4. 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.

5. 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.

6. 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

7. 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.

8. 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 11 10 12 1 2 4 5 8 9 7 6 3 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

9. 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.

10. 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

11. 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:

12. Info-Tech Research Group12 Info-Tech Research Group Helps IT Professionals To: Sign up for free trial membership to get practical solutions for your IT challenges www.infotech.com Quickly get up to speed with new technologies Make the right technology purchasing decisions – fast Deliver critical IT projects, on time and within budget Manage business expectations Justify IT spending and prove the value of IT Train IT staff and effectively manage an IT department “Info-Tech helps me to be proactive instead of reactive – a cardinal rule in a stable and leading edge IT environment. - ARCS Commercial Mortgage Co., LP Toll Free: 1-888-670-8889