IT Governance

5 Effective Ways to Implement Your Brand New ITSM Tool

It is a tough job to implement a newly bought ITSM tool. It not only influences your business decisions but changes the way employees work. In this article at, Joe the IT Guy explores 5 effective ways to implement your brand new ITSM tool.

Settling in with the New ITSM Tool

For a new ITSM tool to be effective, you must implement new policies. However, employees can resist the tool if your policies are drastic. Following are 5 effective tips to implement your brand new ITSM tool:

Understand How People Are Affected: Implementing a new ITSM tool results in several changes within the organization. Identify the processes you must change and the new skills your employees require. Perhaps, you also need to update the company knowledge base.

Analyze Compatibility with Your Current Best Practices: Check if your ITSM practices are compatible with the tool. This could prevent you from automating obsolete processes and getting confusing outcomes. This also will save the employees from witnessing too many changes post-implementation.

Choose Your Implementation Approach Carefully: You can either implement the ITSM tool overnight or in phases. Decide the best approach based on the size of the impact and your organizational change capacity. You can start with a proof of concept (POC) to identify risks and mitigate them.

Establish Metrics or KPIs to Analyze Success: Set up critical success factors (CSFs) and key performance indicators (KPIs) for implementation success. Total support team costs, key IT service downtime, ticket backlog size, and customer satisfaction are some of the indicators.

Continue Improving the Tool: While the tool implementation itself is a major task, you cannot stop there. Upgrade the ITSM tool and improve processes to get relevant results throughout its license period.

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