Define the Requirements: People, Process, and Technology
The first step in defining an ITSM vision strategy is defining the enterprise’s requirements. Begin by outlining the requirements and prerequisites for a new ITSM tool platform across people, process, and technology categories. Then, use those criteria to evaluate and match the most suitable and fitting target ITSM application for migration. Additionally, develop and document the requirements, including business reasons, operational justification, funding, sizing, and timeline. Specific to people, processes, and technology, define the criteria, conditions, constraints, and demands of the organization and technology to ensure sufficient service delivery.