Home »    ITIL »  Article Creating an Actionable ITSM Roadmap
It all starts with the 'Where', writes ITSM Watch guest columnist Robert Simmons of Forsythe.
One thing to keep in mind while scoping each project is to avoid trying to do too much, too quickly. A large project should be broken into phases wherein critical gaps and quick wins are addressed first. Later phases can then expand upon the successes of earlier phases. As time progresses, continue to review and evolve the roadmap based upon the current conditions, priorities and information at hand.

Implementing ITSM and ITIL and maturing the overall effectiveness of your organization is no easy task and will require significant personnel resources and funding. Be prepared for the long haul, but at the same time, ensure that incremental advances are made and publicized to keep the momentum going. As long as there are recognized value and benefits, especially in light of ongoing successes, there should be little resistance to continued ITSM and ITIL investments.

How do we know when we’ve arrived?

A better question might be, “How do we know our ITSM and ITIL investments are working?” You will need a way of measuring your actual effectiveness and comparing that to anticipated results. If possible, establish some baseline measurements in order to capture the before shot of the organization’s performance prior to any ITSM or ITIL engagement. Then, after implementing new processes or improvements, trend and compare the new (after) results to the before results to see how performance has improved. Don’t be disillusioned if the delta is not as large as you would have anticipated. It will take time for the organization to become proficient with the new processes and improvements. Over time, the results should follow suit.

When deciding upon the appropriate metrics to measure your organization’s progress, categorize them into the following groups: quality, performance and compliance:

Quality metrics measure the degree to which products, services, deliverables and supporting documentation meet predetermined standards of excellence.

Performance metrics measure how efficiently and cost-effectively products and services can be provided or targets can be met without sacrificing quality.

Compliance metrics measure the organization’s ability to abide by established regulatory, organizational and process policies and requirements.

Having metrics in all these areas, and taking action when metrics trend adversely, will ensure that your ITSM and ITIL program remain strong and healthy.

Don’t Stop

Even when you’ve successfully attained and maintained your desired state, always look for new opportunities to improve and streamline your operations. Don’t know where to go from here? Maybe it’s time for your next actionable ITSM roadmap.

As a master consultant within Forsythe’s ITSM (IT Service Management) practice, Bob Simmons is responsible for delivering ITSM/ITIL (IT Infrastructure Library) best practices to a wide range of Fortune 1000 and mid-market clients. His 29 years of IT experience encompasses solution development, project and program management, process and workflow design/implementation, IT operations, service support, and service delivery.

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