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Timing of technology deployment




Capacity checks

Deployment

Many ITSM tools, particularly Discovery and Event Monitoring tools, will require some client /agent software deploying to all target locations before they can be used. This will need careful planning and execution – and should be handled through formal Release and Deployment Management (see Service Transition publication).

Even where network deployment is possible, this needs careful scheduling and testing – and record s must be maintained throughout the rollout so that support staff have knowledge of who has been upgraded and who has not. Some form of interim Change Management may be necessary and the CMS should be updated as the rollout progresses.

It is often necessary for a reboot of the devices for the client software to be recognized – and this needs to be arranged in advance, otherwise long delays can occur if staff do not generally switch off their desktops overnight.

There may be particular problem s deploying to laptops and other portable equipment and special arrangements may be necessary for staff to log on and receive the new software.

Some Capacity Management may be necessary in advance to ensure that all of the target locations have sufficient storage and processing capacity to host and run the new software – any that cannot will need upgrading or replacing, and lead times for these actions need to be included in the plan s.

The capacity of the network should also be checked to establish whether it can handle the transmission of management information, the transmission of log files and the distribution of clients, and also possibly software and configuration files.

Care is needed to ensure that tools are deployed at the appropriate time in relation to the organization ’s level of ITSM sophistication and knowledge. If tools are deployed too soon, they may be seen as an immediate panacea and any necessary action to change processes, working practice s or attitudes may be hindered or overlooked.

A tool alone is usually not enough to make things work better. There is an old adage: ‘A fool with a tool is still a fool!’

The organization must first examine the processes that the tool is seeking to address and also ensure that staff are ‘bought in’ to the new processes and way of working and have a adopted a ‘ service culture ’.

However, tools can and often do make things a reality for many people – they are tangible and technical staff can immediately see how the new processes can work and how they may improve their way of working.

Some processes just cannot be done without adequate tooling, so there is a careful balance to be made to ensure tools are introduced when they are needed – but not before!

Similarly, care is needed to ensure that training in any tools is provided at the correct point – not too early or knowledge will diminish or be lost, but early enough so that staff can be formally trained and fully familiarize themselves with the operation of the tools well in advance of live deployment. Additional training should be planned for an additional period when the tools go live and into the future, as needed.




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