Help choose which ITSM processes to train multiple groups of Fulfillers in for a brand new roll out

[parishoodfa]

We are about to embark on a brand new ITSM onboarding and have paid for Tier 4 of Impact for training of up to 5 ITSM processes for our Process Users.  Now we must choose which 5 process are best to train our ITIL user community on.  The obvious top choices are : 

1) Incident

2) Request

3) Change

but for options 4 and 5 what would everyone recommend as we are struggling with choosing a topic that is not centrally managed so that our wider user community can benefit from.  MIM, Problem and Config which were initially on the list are really an overkill for training 10s of new Fulfillers in as there would eb handful of each PO managing them!

Any advice what process 4 or 5 should/could be?? 

Yours eagerly,

Paris 

[PaulSylo]

Hi @parishoodfa - I would say these two customer facing topic are very important for very first time go live. 

1. Service Catalog Management (User-Facing Aspects):
This is incredibly user-centric. Users directly interact with the Service Catalog to request services and information. Training users on how to effectively use the Service Catalog, including searching, understanding service descriptions, and submitting requests, can drastically improve efficiency and user satisfaction. Even if the backend management isn't centralized, users can still benefit from knowing how to navigate it well.
2. Knowledge Management (User-Facing Aspects)
Knowledge Management, particularly the user-facing knowledge base, is a powerful self-service tool. Training users on how to find answers to their own questions using the knowledge base can deflect a significant number of basics incidents and requests, reducing the burden on service desk staff. This can be highly beneficial even if knowledge creation/curation isn't centrally managed with strict processes for every piece of knowledge. 

this is my advice for your choice of 4 & 5

[parishoodfa]

@PaulSyloI love the idea of the Service Catalog as you have explained it above, to be honest I had not paid it to much attention assuming it was part and parcel of Request Mgmt.  So would you reckon all process users can benefit from  this and would it not be covered as part of SRM training?  thanks, Paris 

[rajumunta]

Hello @parishoodfa 

This is just my opinion but the options could vary based on your organization structure, volume and how you plan to use it. Since it a brand new onboarding I would go with Configuration and Knowledge Management. My reasons behind the selection is because the entire user community would benefit. Even though centrally managed Configuration Management goes hand in hand if your focus is to track all you CI's and version history along with tying them to the Change Management process tracking the Change history. And as part of Incident/Request Management also they again tie together with Change/Configuration Management process. 

Knowledge Management enriches all the above in terms of process maturity and enrichment. Think on what this new onboarding would mean to the organization in the long run in terms of process maturity or adoption.

Other options mentioned:

MIM - Depends on what is the volume or how your organization currently manages P1/P2 Incidents. Do you plan to have MIM authorize/oversee the Emergency changes as part of MIM etc.

Problem Management - Based on what you mentioned looks like it can wait as there will not be much of immediate business value realization (saying that assuming low volume of Incidents...)

SLA or ITOM: SLA if your organization relies on it very much else these can be looked as Step 2 of the roadmap.

So in essence a lot could vary/change. But it is just my opinion based on what I have seen practically...in terms of new onboarding (more of Crawl, Walk stages....).

Please mark the post as 'Helpful' or 'Answer' if this helps you out. Thank you.

[parishoodfa]

hi @rajumunta, thanks for your thoughtful and thorough answer.  You make some valid points which I will definitely consider.  The organisation is currently rather limited in terms of Problem and Knowledge consumption due to current tooling but moving onto servicenow will definitely put us on a much stronger footing.  As you mention the Crawl, Walk ... concept is critical as going too fast too quickly will mean governance issues in the short term.  We are currently only intending to offer KM to the internal SD and support team and not yet open it up to BUs but you are absolutely correct that even managing the Life Cycle aspects across the group may be a good support for our KM PO. 

As for Config, again quite disparate approached today as the tool doesn't support this so I am interested to see what aspects of Config would you say is most relevant to those who interact with the process? I ask this because through the use of Discovery we are expecting very limited interactions with the CMDB. 

Thanks,

Paris