itSMF Bulletin August 2021 | Page 13

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Establish a governance mechanism to measure, monitor, report and identify the improvement opportunities.

Lastly please keep always in your mind that Service management transformation is a journey- it’s a continual process not a one time initiative.  It must keep pace with the rapidly transitioning digital world.  Revisit your strategic transformation roadmap at regular intervals and ensure it is always supporting your organization’s business objectives and gaols.

 

7. Define Cut Over and Co-Existence Strategy

Define the Cut Over strategy to support the

cutover from legacy Service management capability to new platform with minimal impact.  Identify the need for coexistence and data migration requirements.  Define legacy platform decommission strategy and data retention and availability strategy. (mechanism, encryption, or hardening requirements).  Identify the need of Penetration test/ Load Test.

Conclusion

 

The Service Management transformation initiative should be aligned to organization’s digital transformation strategy.   Do not target everything together.  Prioritise your Service Management initiatives or solutions as per the digital transformation objectives.  Define the strategic roadmap to uplift the Service management capability. 

It is of utmost importance to establish a framework for continual improvement. 

About the Author

Supratik Dey

Figure 1: Seven Key Areas to consider in Service Management Tranmsformation program