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You Cannot Outsource ITSM Success

Nov 6, 2008

Valerie Arraj

  1. Use your principal consulting resource as a program mentor. This person can help you structure and plan the program and guide you in the right direction. Assign your own program manager and expect that this person will spend between 50 and 100% of their time (depending on the size of the organization) directly involved in this effort.
  2. Fight the urge to expect your consultant to give you an out of the box solution. Expect that if your consultant has worked with other customers in your industry, they can leverage this experience to help you streamline solutions for your need, but the size and nature of your organization will require more specific solutions to meet your needs.

  3. Appoint Process Owners to work with consultants to define each
    process. Expect these individuals to spend 25 to 50% of their time (depending on the size of the organization) in the definition phase of this project. This process owner should be responsible for helping to identify a cross-functional working team for their process area to assist with process definition and roles and responsibilities.

  4. Use consultants to facilitate process definition workshops. Consultants should be trained in meeting facilitation and process modeling to provide objective, informed guidance to the overall project.

  5. Once the process has been vetted and agreed to by the process team, consultants can be used to document the process, create training materials, solicit requirements and write requirements documents for process automation, train employees, assist in developing communication materials.

The development and implementation of your ITSM program cannot be outsourced to consultants. The typical staff augmentation rules for technology projects do not apply. The fundamental organizational and behavioral changes that accompany process improvement require direct involvement throughout the program from high level IT management and other players in the organization.


Working in conjunction with your ITSM consultant(s) your IT organization can implement effective processes to help you achieve efficiencies while improving levels of service. But if you abandon the importance of your role in the process and think that you can hire a consultancy to come in, implement, educate without requiring sponsorship and time from individuals in the organization, you are likely going to spend significant dollars with little ROI.


Valerie Arraj is principal and managing partner for Compliance Process Partners, an IT compliance focused consulting and training company that uses service management and control objectives to help organizations lay the groundwork for compliance to regulatory and governance guidelines.