ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

Phase I, the installation of the framework and the configuration of all tooling and other components, takes 2-3 months. Phase II, the stepwise introduction of framework components and the application to local improvement goals, takes 9-15 months.

The ISM portal can be implemented within two weeks. The portal is delivered out-of-the-box with the installed ISM process model, definitions and templates. The links between the helpdesk tooling and process activities are preconfigured, and throughput time depends on the tool and its structure. The organizational description (organogram, positions, staff members) and the organization’s own templates need to be added in Phase I.

Once the resources are available, the real work begins. The organization must learn to use the resources in the most efficient and effective way. This requires care and attention, so that business can continue as usual. (see Process Coaching)

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