Companies are more and more sensitive to the quality of service provided to their customers and users. For many, this approach has already been in place for some time and has proven itself. For other companies, everything remains to be done. Very often, the implementation of an ITSM approach implies big changes for the structure and for the teams.
Continuous improvement: an essential step in the implementation of an ITSM approach
Indeed, the implementation of an ITSM approach requires a review of the existing and current practices of the company. This makes it possible to question the gap that exists with the ITIL good practices. It also allows us to improve the quality of service provided to users, to reduce costs and to align the needs of users with the technology. Let's never forget that the customers/users are the consumers of the services. They are the ones who perceive the value creation of the company and the IT department.
The implementation of such an approach cannot be done at once. The company must continue to provide services and support. And it must not be done all at once!
Why should an ITSM approach be done within the framework of continuous improvement?
Because at the moment we start the implementation of the approach, often perceived as a big bang effect:
- The unknown is scary, and so is the rigor, both for the backoffice teams and for the users.
- Some teams/people are reluctant to change their habits. And this approach can be badly perceived. Some people may be more self-effacing than they should be and are not 100% involved in this implementation (yet they have a strong added value).
- The company is not 100% mature on the subject. Even if the final objective is often known: it is always necessary to start on a simple, reduced and controlled perimeter to ensure the success of such a project, and to evolve step by step thanks to continuous improvement.
For all these reasons, we always recommend that our clients start with a simple, small and controlled scope to ensure the success of such a project. This allows everyone to discover what it is all about. Then, to give everyone time to take their place and to understand this new approach. And finally, it is important not to take a big step right away. It is also an opportunity to test the perimeters and to improve them over time.
Communication: a key asset in an ITSM approach
One of the most important points to remember when setting up such an approach is communication. Communicate internally and to users. This communication is the key to the success of such an approach. It will allow to explain concretely the changes brought and especially the benefits at all levels of the company. This allows to reassure and especially to give the vision: where we are going and giving each time the benefits perceived by all.
A better-structured and more efficient support team means that user requests are handled more quickly. Everyone benefits! This approach really helps federate all the teams around a common project and a common approach (equipped with an ITSM tool).
This is also the reason why it is important to involve everyone in this process, from the IT department to the Key Users, direct representatives of the user/customer population (see our article Don't forget your Key Users in your ITSM projects).
The place of continuous improvement in the ITSM approach
Continuous improvement takes on its full meaning in the implementation of the approach and its tools.
On the one hand, it allows for the correction of errors made on the perimeters already set up. Why?
Because it's hard to do perfect right away. You can try to take into account all the requirements. You can wonder about the best way to do it. Even if you try not to forget anything, some important details may be overlooked. Despite the user recipes, some points are only revealed by the daily use of the tool. Because everything can be improved. And above all, it allows operational staff and users to have their say once the tool has been put into production. It is therefore important to appoint a person in charge of continuous improvement right from the start. This person will have the role of collecting feedback and taking it into account in the next evolution loops.
On the other hand, it allows to define the different phases of the implementation. Each one corresponds to a simple and controlled perimeter. It therefore provides a concrete timetable for the progress of the implementation of the approach.
How do you know if the ITSM approach you have implemented is successful?
For some, the implementation of a successful ITSM approach consists in the pure and hard application of ITIL best practices. In my opinion, this is a mistake! It is important to understand the ITIL principles in order to be able to apply them in the best possible way to your company. But above all, it is important to know how to adapt the best practices to current usage and to our environment.
As you read this article, do you have the impression that you have missed something in your tool implementation? Or in your ITSM process? Do you think it's time to take stock of the process you implemented some time ago?
It is always possible to request an ITSM audit! This will allow you to take stock of the situation and especially to start your continuous improvement cycle 😉.
Articles in the ITSM series:
- Don't forget your key users in your ITSM projects
- Continuous improvement and the ITSM approach
- An ITSM audit: when and why?
Want to implement an ITSM approach in your company?
