Ivanti ITSM (IT Service Management) is a powerful software solution that enables IT teams to manage the end-to-end delivery of services seamlessly. Ivanti ITSM can improve service delivery, organizational service processes, and overall customer satisfaction if implemented correctly. This article covers five best practice recommendations for Ivanti ITSM implementation.
- Know your needs.
With the large capabilities of Ivanti ITSM, it is important to clearly define what your organization is looking for and understand what offerings can best support these goals. Ivanti has great features like DEX Scoring and Edge Intelligence that can predict user problems long before they open a ticket. These types of capabilities can drastically improve the services that your customers or users get to enjoy as part of their day to day experience working with your service desk.
- Set Specific and well-defined goals
What are you trying to achieve with each module needed? Once you’ve understood your needs, you must set up clear objectives for the implementation and ensure they are communicated amongst the team. For example, your organization might want to leverage Ivanti ITSM to improve incident response time. This would mean identifying an agreed-upon percentage of improvement within a given timeframe. Another organization might want to focus on driving continuous improvement, where the objective is to leverage the reporting features to improve IT Service performance and promote ongoing enhancements for IT service delivery. Whatever your goal, it is necessary to specify the details and understand how the results will be measured. Once this is completed, you can move to step 3…
- Create an implementation plan and set your priorities
A clear and precise implementation plan with specific requirements will help with ensuring a successful outcome. The new Ivanti Cloud system is very easy to configure and time to value is faster than most leading ITSM solutions. We recommend that you start with the standard ITSM processes, then add asset management and the edge or spend intelligence suite of products into your mix as you mature your processes. If your company is doing M&A work, we would recommend that you employ data center discovery early in your implementation roadmap to ensure that all of your hardware and software information is inside your ITSM solution.
- Plan your set-up
Once you’ve identified your needs, set specific expectations, and created an implementation plan, it is time to dig into the setup. You must design a plan to understand the exact needs to ensure your system will work well and provide an easy roll-out. Ivanti ITSM offers configuration options to align specific workflows to requirements. You can modify or create forms to include relevant information for your team throughout incident, problem, change, or asset management. You also can configure workflow automation that will assist in streamlining cumbersome processes. If you want a detailed end-to-end plan, contact Aptimized to take the next step and get the most out of your implementation.
- Develop a proper training and support model
A well-developed plan without proper operationalizing can ruin all the hard work. This is why it is extremely crucial to provide your team with the tools, training, and support needed to carry on using the system post go live. Process training and rollout communications will be helpful so that employees obtain hands-on experience before the rollout. Additionally, assigning an internal SME for each business service or department will give the team confidence for an easy rollout.
With continuous improvement in mind, our goal at Aptimized is to help companies make the necessary technological changes for business growth. We understand there is a lot to think about during each phase of the implementation process, which is why we are passionate about providing you with assistance and assurance. If there is a specific question you would like us to answer or you have thoughts on this topic, leave a comment below to start the conversation.