There are many moving parts that ITSM Implementation teams need to consider in the scope of a project. Commonly the main focus is on code and configuration and second to this is data. This is unfortunate since data plays such an important part in how ITSM Solutions function and should be given equal priority to code and configuration.

When upgrading or migrating to a brand new ITSM solution, it is an ideal opportunity for businesses to clean up existing data and redefine their new data requirements.

When working with Remedy, it is data that ‘drives the tool’. A combination of Company Data, People Data, Permission Data, Support Group Associations all play a role in defining how the transaction data is created and what other information the logged in user has access to. It becomes even more important when delivering multi-tenancy implementations.

When working with Foundation and Process data, it is best practise to ensure that all data be captured into load sheets which are version controlled and implemented into testing environments as part of a release management process. This enables all users of the environment to be aware of the data that has been delivered into the environment,. Always ensure that you have a clear baseline when entering the test phases.

Quite often during testing phases of ITSM, the UAT phase will produce large volumes of defects raised due to data being incorrectly defined or implemented into the environment. At Go Live, the common root cause of issues raised are data issues, primarily around people not being able to fulfil tasks that they need to carry out due to incorrect permissions and support group associations being in place. It also causes much unnecessary noise amongst the business users as it leaves them with reduced confidence in the ability for the project team to deliver a robust solution.

These are preventable issues that are caused by data not being given the priority that it requires during the project lifecycle.

Take note ITSM Project teams … the next time you are working on an ITSM implementation, don’t disrespect the data. Give it the attention that it requires and you will prevent unnecessary issues.


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