How to create a good roadmap for your ITSM project? 




From the moment organizations discover the need to implement ITSM, one of the first questions that often arises is where do we start? Answering this question can sometimes be challenging for companies, especially if they have not developed an ITSM roadmap.

While there is an important variety of best practices in ITSM that can serve as a guide; starting with one process or another usually depends on the characteristics, objectives, and needs of each business.  This is where the roadmap plays an important role; as it helps companies better understand where they are and where they want to go. 

If you are interested in creating an effective and realistic plan then you should definitely learn how to build a good roadmap. Read on and find out how. 

What is a roadmap? 

A Roadmap is a document that defines all the stages that are part of a project. This includes all the significant events of the project, as well as its start and end date. 

Its name derives from the analogy with maps, because that’s exactly what it does; plotting a path in which complex operational strategies are visualized within a standardized framework. This map or path takes into account all aspects and objects, such as technologies or products, and their connections. 

The roadmap is a very advantageous resource applicable in diverse contexts, and a must for those companies that wish to implement ITSM successfully. 

In the case of ITSM, the roadmap is very useful in helping companies create a plan that successfully integrates business objectives; market and customer needs; and technologies from the very beginning of implementation. 


Effective resource management


The roadmap helps the team determine the resources needed, based on business objectives and customer expectations; so they can be sure that they will have the necessary tools to carry out their strategy at the beginning and during the development of the project. 

Greater foresight 

This document is also very useful when identifying gaps in a company’s plans. Shortfalls in areas where plans are needed to achieve objectives are immediately evident and can be corrected before they become problems. 

More realistic projects

Many companies begin their journey through the world of ITSM with very ambitious projects; but although ambition is an important value in the world of business, if excessive, can lead to the failure of projects, because they do not allow the right expectations to be set. 

Fortunately, with a roadmap, companies can set more competitive and, above all, more realistic objectives; defined according to the panorama of the industry. 

How to create a practical and efficient roadmap?

Creating a roadmap that really contributes to the creation of a good ITSM implementation plan is simple, however; if you have no idea where to start, we recommend following these steps:

 #1 Determine the business objectives well

This requires you and your team to ask some important questions: 

  • What are the strategic priorities of the business? Which are the expectations in terms of financial and operational benefits?
  • What tools and information could improve your team’s knowledge, proactivity and responsiveness?
  • How could you offer a better experience or added value to your customers?
  • What could you do to make it easier to do business with your company?

The objective is not only to establish the company’s main objectives; but also to determine the best tools and strategies to achieve those objectives. 

#2 Plan for the future


It is not recommended that you focus only on the current expectations of your company and customers. On the contrary, it is necessary to establish a plan that anticipates future needs; because investments directed to immediate needs are less advantageous, cause duplication of efforts and inflate costs. 

What will your business need to maintain its competitiveness in 5 years? Answering that question can help you establish a long-term vision. In this case it is important that you rely on good technology; as the tools that are flexible, scalable and extensible enough to meet your long-term needs are the ones that will allow you to maximize the return on your investment.

#3 Measuring costs

It is quite difficult to implement ITSM without thinking about investing in technological tools. Unfortunately, big technology initiatives can be expensive so you have to analyze what’s best for you when buying a new product.

Be well-informed about licensing costs and supplier reliability. Make a plan that allows you to identify the cost of a new infrastructure (if you need it); and don’t forget to choose only suppliers that guarantee you good support (receiving inadequate support, or not receiving at all, can be costly in the long run).

#4 Set realistic deadlines


It’s okay to want to be fast and productive right from the start; but if your expectations are too high the only thing you’re going to achieve is a feeling of exhaustion and frustration on the part of your team. Establish a realistic timeline based on priorities, project duration, and available resources. Check this calendar as often as you can to identify pain points in case of a delay. 

Remember, it is important that you promote open communication between the members of the company; so that everyone can use their perspective and skills to help you create the best roadmap.

When selecting your tools you can count on us to help you choose the best ones. At GB Advisors we have a team of professionals willing to provide you with the best software solutions and high quality consulting. Contact us and start optimizing the way your business operates. 


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