How to Smoothly Modernize Your Company's ITSM Platform

Best practices for ITSM modernization

The value of your modernizing its ITSM platform and processes is vital. How do you get to that point, though? In order to make ITSM modernization a success that fits within your company’s budget, there are several key best practices you should take. Our blog consults experts in ServiceNow to help you recognize these best practices and deliver success.

How to modernize your ITSM successfully

Build Champions

With any big change, organizational buy-in is important, particularly when it comes to ITSM modernization. Successful change doesn’t come from the top down, but rather from the ground up. Building enthusiasm across the business, identifying influential people to take your message to individual teams, and keeping in mind that evangelists are found at every level is important when modernizing an ITSM platform. You have to make sure your champions have your full backing, and reward them for their contributions to your cause.

Communicate Regularly and Widely

Strong communication is what creates effective change. When change initiatives fail, poor communication is often the culprit. Keeping employees informed and engaged through constant communication reduces objections, and helps prepare them for change. It’s also important to communicate your goals, status, and outcomes regularly to stakeholders and executive sponsors. This ensures continued support and feedback, and means that there’s help around when it is needed.

Forget Customization and Go for Configuration

ITSM modernization gives you an opportunity to do things better. If you just replicate your legacy processes, however, you’re throwing away that opportunity. Where it’s possible, you should stick to out-of-the-box ITIL proven practices, and carefully evaluate any customizations to make sure they have a valid business justification. In short, don’t be different just for the sake of being different. By avoiding unnecessary customizations, you’ll save on maintenance costs and you’ll be able to easily upgrade ServiceNow capabilities in the future.

Implement Effective Change Control

Modernizing ITSM processes takes discipline. A clear, well-defined plan and objectives are crucial to success. According to ServiceNow expert David Flesh, “You need to execute this plan consistently and efficiently – making sure that any changes are assessed, approved and documented. Avoid unnecessary scope creep – this creates delays and rework, which ultimately leads to a loss of business confidence. Above all, take steps to prevent ad hoc ‘under the radar’ changes, since these typically show up late and are extremely disruptive.”

Best practices for ITSM modernization

Local Training, Smooth Transitions

To ensure the easiest transition, you’ll need a trained IT staff and end-users on your new platform and processes. Training locally, instead of running centralized training sessions, is the best way to prepare your teams for the transition. Training locally increases participation rates, and creates a more interactive environment that allows trainees to ask questions. “Set up early awareness roadshows, and then follow up with more detailed local training as you get closer to your launch dates. If you need to scale your local training capabilities, consider adopting a train-the-trainer approach,” Flesh said.

These tips can help you succeed in implementing your new ITSM practice. For more information check out our The value of your modernizing its ITSM platform and processes is vital. How do you get to that point, though? In order to make ITSM modernization a success that fits within your company’s budget, there are several key best practices you should take. Our blog consults experts in ServiceNow to help you recognize these best practices and deliver success.

Want to learn more ways to streamline your business? Check out our free guide to simplifying HR Service Delivery:

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Topics: ITSM, ServiceNow

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