In the current world of Cloud adoption and digital disruption, effective and robust IT Service Management Capability transformation is essential to support the digital transformation initiatives of an organization.
Please always keep this in your mind that this is a transformation, not just a migration of your existing capabilities. Don’t replicate what you have in legacy system (s). Look at incorporating industry best practices and guidelines/ frameworks (e.g., ITIL 4, CoBIT, TM Forum) to ensure that you are delivering maximum value to your customers.
1. Identify and involve your key stakeholders from the beginning
Identify all the right and key stakeholders involved in all the key the Service Management
Legacy Service Management capability provides poor user experience, higher cost, and low availability which may not be fit for purpose. Secondly, there might be also a need to consolidate multiple and discrete Service Management systems into a single and simpler Service Management solution. Multiple Service Management platforms leads to high maintenance and license cost and disconnected service delivery.
This document will help you to understand the key areas to be considered while transforming your legacy Service Management Capability.
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IT Service
Management
Transformation:
Seven Key
Areas to
Consider
by Supratik Dey