ITSM Implementation Approach

Approach | How to effectively implement ITSM
processes and workflows
The following steps are best practices that can help simplify the implementation and
efficient use of ITSM processes and workflows:
Audit your current ITSM operations and identify the gaps
Before implementing ITSM processes in your organization, it's best to identify your
organization's early goals and then work your way up. When it comes to
implementing IT service management workflows, there's no one-size-fits-all
approach. Therefore, it's important to carefully identify the areas of IT where ITSM
processes can be; involve the right people; deploy the relevant technology; choose
the right workflows; be aware of what's at stake and the potential risks involved; and
be prepared with strategies for recovery in circumstances where initiatives fall
through the cracks.
Educate, communicate, and involve stakeholders while

implementing ITSM processes
According to a McKinsey report, 70 percent of change projects fail because
management is unable or unwilling to help employees embrace the change. To
prevent this, your organization needs to create a culture that is receptive to change.
This can be done by ensuring that all stakeholders are convinced about the benefits
of strategizing and implementing good ITSM processes, and communicating with
people outside the core implementation team through workshops, meetings, etc. to
ensure that everyone involved is on the same page.
Outline the Critical Success Factors and keep tabs on KPIs

and metrics
As the ITSM implementation progresses, your team needs to regularly monitor your
IT help desk's performance using metrics and KPIs to ensure continuous
improvement. With the built-in reporting capability that ITSM tools offer, your team
can generate various reports containing both high-level and granular data, aiding in
performance analysis and decision-making. While it's necessary to regularly analyze
KPIs, the trick of the game is to measure the right metrics and KPIs for your help
desk. This will help you avoid wasting time on irrelevant or insignificant metrics. Here
are the most significant metrics and KPIs:
Lost business hours

The number of hours the business is down because IT services are unavailable
Change success rate

The ratio of the number of successful changes to the total number of changes that
were executed in a given time frame.
Infrastructure stability
A highly stable infrastructure is characterized by maximum availability, very few
outages, and low service disruptions.
Ticket volume trends

Total number of tickets handled by the IT help desk and their patterns within a given
time frame.
First call resolution rate

Percentage of incidents resolved by the first level of support (first call or contact with
the IT help desk).
SLA compliance rate

Percentage of incidents resolved within the agreed SLA time.
Cost per ticket
The total monthly operating expense of IT support, divided by the monthly ticket
volume.
Software asset utilization rate

Percentage of software products and licenses in actual use by the business.
Incident response time

Time taken to respond to an incident.
Incident resolution time

Time taken to resolve an incident.
Reopen rate
Number of tickets that are reopened after being resolved.
Problem resolution time

Time taken to resolve a problem from the moment the problem is identified.
Use relevant tools to automate processes

IT help desk management solutions simplify the implementation of ITSM processes
by providing out-of-the-box best practice processes and workflows. Most help desk
software include automations, real-time analytics, customizable ITSM processes, and
so much more. That, coupled with the right processes, shifts IT teams' focus from
fire-fighting to strategic business objectives and growth.
It's also important to choose an IT help desk tool that fits your organization's IT
needs, instead of blindly investing in a high-end tool, or one that promises a wide
range of features. More often than not, you aren't going to use all the functionality
available right away. It's wiser to invest in a tool that is customizable and flexible to
match a big part of your current IT requirements, with the ability to scale up in the
future. You should look for a tool that's practical, user-friendly, and includes
integrations with other IT management tools to ensure that you go to one place for
your IT management processes, instead of scrambling around multiple, siloed tools.
And of course, it goes without saying that the software must be budget-friendly.
Develop a feedback loop from end users and other
stakeholders
Efficient ITSM strategies don't just stop with implementation, but should continually
develop over time. It's important for an organization to leverage their ITSM
processes to achieve defined business goals. To this end, your IT team needs to
collect feedback from end users, identify pain points, visualize their desired state,
and build roadmaps for further improvement. Commonly, feedback comes for areas
such as technical support, feature requirements, or even user interface functionality.
It's also important to note that user feedback can sometimes be less helpful. To
extract good, constructive feedback, survey questions should be framed carefully
and be very specific. Here are an example of good and bad end user feedback:
Bad feedback: "Your IT technicians are great."
Good feedback: "The way your IT technicians handle requests is great. Danny, my
sales rep, knew exactly what I was looking for and helped me find the add-in that
saved me a lot of time and effort. I'd like to make a suggestion as well. It would be
great if the add-in could work for Office365. All in all, I'd definitely recommend your
help desk tool."
Although the first example was positive, it was shallow and didn't provide anything
constructive. The good feedback, on the other hand, provided information that could
be used for improvement and was also a good endorsement for the product.

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Approach | How to effectively implement ITSM

processes and workflows

Educate, communicate, and involve stakeholders while

Outline the Critical Success Factors and keep tabs on KPIs

Lost business hours

Change success rate

Ticket volume trends

First call resolution rate

SLA compliance rate

Software asset utilization rate

Incident response time

Incident resolution time

Problem resolution time

Use relevant tools to automate processes

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