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5 Steps to Developing an ITSM Upgrade Roadmap

04/30/2015 by: The SunView Team

Cloud-based IT service desk solutions are enabling organizations to gradually upgrade and enhance their platforms over time. This flexibility stands in stark contrast to proprietary service desk models that easily become so entrenched in an organization's configuration that they become difficult to adjust over time. Using the cloud, on the other hand, makes it easier to start with a service desk solution that is the right fit for your immediate needs and then upgrade the system gradually over time.

The freedom to upgrade and enhance your IT service management systems through the duration of your time using the technology can be invaluable, and having a solid upgrade roadmap can help you to maximize the return on investment generated by your service desk. Following these steps will help you to develop a solid path to gradually upgrading your service desk to maximize value creation:

Step 1: Identify Your Precise Needs
Many organizations purchasing a new IT service desk get into trouble because they try to project their needs out into the future only to end up with a bigger solution than they can handle at the time of investment. This can lead to wasted value, excess costs hiring consultants to get the solution configured and similar challenges. If you have an understanding of exactly what you need at the time of deploying your new service desk, you will be better positioned to avoid problems at the project's outset and be better positioned to make efficient upgrades over time.

Step 2: Dream Big
The flexibility offered by cloud IT service desk systems gives you the freedom to invest in new support modules as needed. It also makes the entire process of upgrading your solution less expensive. As such, you shouldn't be afraid to evaluate some of the high-end support modules that you may otherwise think are beyond your organization's purview. You may not want any of these systems at the outset of your project, but keep their benefits in mind as a possibility for the future.

50 Questions for Building ITSM Requirements

Step 3: Whittle Those Dreams Down to Size
When it comes to figuring out your immediate investments, take those big dreams for the future and bring them down to a more accessible level. Maybe you eventually want to put a CMDB in place, but start with a strategy to deploy change management in the next year. Identify the core principles behind your ITSM dreams and start small with modules that will help you get there.

Step 4: Create a Rough Schedule
Flexibility is the key overarching benefit of cloud-based ITSM solutions, so you don't want to schedule your upgrade strategies so rigidly that you lose some of that flexibility. Instead, you want to create goals and timelines that give you a pathway to work within, but do not trap you into a specific schedule. Ideally, you will be able to plan out your upgrades so that you are making constant progress, but not to the point that enhancing your solution becomes such a burden that you are no longer benefiting from the strategy.

Step 5: Connect with Business Leaders
Having clear ITSM goals from a tech standpoint is important, but you want to make sure business leaders can get behind these plans before finalizing your path to improvements. Aligning business and technology operations to maximize value is the end goal of ITSM upgrades, and understanding how the business will grow and change over the next few years will help you optimize your service desk upgrade strategies to meet operational needs.

Cloud-based ITSM solutions are empowering technology leaders to constantly improve and innovate. Having a solid upgrade roadmap creates a clear pathway for this progress.