| Implementing IT Service Management is like going on a | | | | from the assessment, can then outline the projects |
| journey. Before you embark on your journey, you will | | | | and actions that will enable the IT organization to |
| need to define your end point or desired state. This | | | | improve IT service delivery. All this is done while still |
| means defining the vision and mission, goals and | | | | needing to maintain the day to day IT operations. |
| objectives for the project. | | | | Some IT organizations perform an ITSM assessment |
| The ITIL books, ISO20000 standards and other | | | | to provide supporting information needed to justify |
| frameworks are like your map and compass. | | | | service management initiatives. It shows the how bad |
| However, to plan your journey, you need to know your | | | | the current situation is, what are the problems areas |
| starting point. Hence the need for an ITSM | | | | and the implications if these problems not resolved and |
| assessment. The determination of "where we are | | | | therefore justifying the need for an ITSM project. |
| now" through an ITSM assessment creates a known | | | | The assessment is also called a baseline assessment |
| starting point for the planning and implementation team. | | | | as it will allow us to compare the "before" and "after" |
| The results will often point out gaps and key issues | | | | snapshots of the situation. The ITSM project or |
| and top priority areas which need to be addressed | | | | journey is often broken up into several parts or |
| first and foremost to improve IT Service effectiveness | | | | phases. Baselines are often conducted at the beginning |
| and business value. It also gives you a better | | | | and end of each phase so that achievements and |
| understanding of your organization's constraints, | | | | quick wins can then be demonstrated to the project |
| capabilities and resources. It will help to identify who | | | | sponsor, senior management, and other stakeholders |
| needs to be involved and who are the stakeholders. | | | | whose support is crucial to help the organization down |
| Therefore, the output from the assessment will guide | | | | the rest of the IT Service Management path. Any |
| you as you plan your ITSM implementation journey. | | | | deviations can also be reported, corrected and overall |
| The output will often help determine which ITSM | | | | strategy validated. This is an important part of keeping |
| implementation approach to use and which ITIL | | | | the momentum going and ensuring that the end point is |
| process(es) to implement first. This is often a question | | | | reached and desired state is achieved. |
| that is commonly asked. The planner, using the findings | | | | |