Creating a plan of action to mature ITSM and ITAM.

iamkurt
Tera Contributor

‎11-08-2024 11:16 AM

Pardon me for this question which might appear to come from a novice but I am hoping for some guidance from the kind people of this community.

 

ITSM and ITAM modules have recently been launched and the implementation partner has left. The organization is struggling with adopting to these tools.

 

I need to come up with a plan of action to understand the current state, identify avenues for improvement and implement them. I need to understand the various cogs in the machine - people, process and technology. Where should I begin? What would be the challenges?

 

I am thinking of starting by educating people on ITSM terminologies (INC/ CHG), reaching out to different teams and asking them what are things they do repeatedly that can be automated via catalog items. For ITAM, I know we need SAM and HAM but where do I start? How do I find all the devices, assets, softwares, CI we have in the org? Is ITOM implementation a pre-requisite for ITAM? Should CI's already be discovered and present in CMDB before ITAM can become operational?

 

Are there any templates for this, or maybe some presentations/ PDF's which anyone might have that will aid me?


Any help here will be highly appreciated and many thanks in advance for the same.

0 Helpfuls
  • 345 Views
1 REPLY 1

Runjay Patel
Giga Sage

‎11-08-2024 10:25 PM

Hi @iamkurt ,

 

Activities you supposed to do like below.

  1. Check whether ITSM and ITAM both are in place?
  2. How many catalog item are placed, if portal configured properly?
  3. Provide training to end user that how they can submit their issue and request from portal and email.
  4. Have L1 and L2 support engineer to work on the tickets.
  5. Gradually adopt the agile development process for system improvement in case any enhancement coming from business.
  6. Have ServiceNow developer team to take care of development work.
  7. For ITAM check below
    1. Check company data are there in CMDB tables or not?
    2. If not then talk to stakeholder to bring those data in cmdb.
    3. You may need to configure discovery to bring data from network, integrate with third-party system if your client using any to store end user device.
    4. Once basic cmdb date in place then you can think of HAM and SAM implementation.

 

 

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.


Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

0 Helpfuls