Implementing an ITSM environment can be a detailed project. Even if you plan to utilize an outside source to assist you in this endeavor, there are many items you, as a customer, should be familiar with prior to the start of your project. Entering into this implementation cold and with no clear purpose into what you want the product to do for you could mean missing your target dates for successful go live and having a product that does not function as your thought it would.
Below are some of the areas you should focus your preparations on and have ready before the official start of your project.
Assign a project manager – Even if your organization does not have a certified or experienced project manager on staff, you should assign this role to an organized individual. This person’s responsibility would be to assign and track milestones, schedule meetings with key members of your team, and document the process and schedule accordingly. The need for this role cannot be understated, as the project manager would be the one who ensures all the elements of the project have been completed and keep the project on track.
Assign a point person to administer BMC Remedyforce – During the implementation and after your system is in production, your organization will need somebody that takes the technical reins and will be your go to person for all things BMC Remedyforce. During implementation this person will configure the product and after you have gone live, they will continue to manage the product and interface with BMC Software resources for any support issues that may arise.
Gather your team – Find key members in the departments that will be utilizing BMC Remedyforce to form your team. These stakeholders will provide their department’s needs to the project manager and identify processes that need focus during the planning phase. Use these resources to ensure your implementation of the system fits the needs of the entire organization and to coordinate user functional validation after the system is configured.
Train your people – BMC Software provides you with all the resources you will need to get your administrators and staff trained in the use of BMC Remedyforce. Do not wait until the product is configured to begin training in the administration of BMC Remedyforce. The more your people know prior to the planning sessions, the more knowledge they will have during the planning and user functional validation phases of the implementation. Take a look at the links below to explore your training options.
- Remedyforce Training - BMC
- Remedyforce Enablement Kits
- Remedyforce Knowledge Articles
- BMC Partner Network Directory (filter by Program Type, BMC Products, Solution Area, Country, Region)
Identify your processes – The way you determine the success of your implementation is to know the processes you will manage with BMC Remedyforce. Identifying the processes your organization currently has in place will guide in the configurations required in the product. It may also help in identifying processes that may need to be updated or removed completely.
Gather your data – There are many types of data that will need to be entered into your system. This data will be used to drive automation, identify and search records, and create reports to research key performance indicators. The following data should be compiled and validated by your team:
- Categories – This is data that will be used to classify the ticket and used to route tickets to their appropriate owners and for reporting purposes.
- Impact/Urgency/Priority – The values for these fields are created in a matrix format with Impact and Urgency values setting the Priority of the ticket. Depending on what Priority is set determines the due date of the ticket.
- Queues – These are groups that will receive ownership of a ticket based on how the ticket was classified by its Category. Your agents will be assigned to queues and only tickets assigned directly to them or to their respective queues will be visible to them.
- Statuses – Statuses display the progress of a ticket through its life from Open to Close. Automation can also be created against these statuses to perform work at the different stages a ticket progresses through.
So, a good start to any implementation is to make sure that you have a strong foundation to build from. Jumping blindly into a project of this importance and complexity is a good way to extend the project past its scheduled timeframe and introduce un-needed roadblocks along the way. Whether you are implementing BMC Remedyforce on your own or utilizing a certified BMC Partner to manage the project for you, always do your homework prior to the official start date. A little bit of proactive preparation will gain you huge advantages during your planning and implementation.