functions using Top down and Bottom-up Approach. While Top-down approach will help you to identify the key decision
makers to finalise your target solution, bottom-up approach will identify the frontline stakeholders who will ensure that your solution is fit for purpose.
Involve them from the beginning in discovery sessions, solution validation review meetings so that you can get their endorsement from the start.
2. Organization Change Management (OCM)
Perform OCM Impact Analysis and create OCM Strategy and Plan. Identify who will be involved and impacted (including customers and partners) because of this transformation. Assess the readiness and resistance for the transformation. Evaluate the risks associated with the change. Identify the training needs and create communication plans to ensure stakeholders are aware and supportive of this transformation. Campaign the change and conduct training to ensure organization is fit for the change.
3. Business Process Transformations
It is very important to understand and document the business process and value streams (technology augmented). Understand current pain points and challenges. Simplify the business process as much as possible. Identify key roles and responsibilities to execute the business process.
Use industry best practices and frameworks (ITIL 4, CoBIT, IT4IT) to define your target state. Design your Service management technology accordingly. Focus on the transformation in every
angle including improving users and employee experiences (mobility, Chatbot) or Self-Service capabilities or operational efficiencies. Automate wherever is possible (consider AI based automation possibilities).
4. Consider Data as heart of transformations
Analyse the data in legacy Platform(s). Identify the data required for functioning the business process. Define overall data model. Identify the data sources and identify which one is to be integrated. Decide which data will get precedence in case of multiple data sources.
Below are the key data elements which you need to consider while transforming
Foundation data:
- Consider Users and Groups which will support the business process/ value chain. Clean-up group members as much as possible during transformations
- Identify business users, customer, and vendor details. Identify the VIP business users
- Location details
- Design assignment and approval logic to support business process
CMDB Data:
- CI Data
- CI Relationships
Other Data Areas to consider
- Knowledge articles: Migrate the Knowledge articles which are currently in use
- SLA- Perform SLA consolidation/ standardisations
- Analyse the templates currently in use to log Incident, Problem or Change
- Notifications details- Ensure only the key notifications to be configured