SM7

Discuss and debate ITIL Change Management issues
Post Reply
User avatar
markhayes
Itiler
Itiler
Posts: 9
Joined: Tue Feb 09, 2010 7:00 pm

Tue Mar 16, 2010 6:25 am

Hi, has anyone here implemented this tool? We are moving from a (loosely based) itil service management tool to SM7 which will include the new extended phased approach to change management and was I was wondering what experinces people here have had in implementing SM7?

Ty


tomkin
Senior Itiler
Senior Itiler
Posts: 48
Joined: Sun Jun 28, 2009 8:00 pm
Location: London

Tue Mar 16, 2010 7:50 am

What tool are you using right now ? Then we can compare the two.
User avatar
thechosenone69
ITIL Expert
ITIL Expert
Posts: 268
Joined: Tue Jun 05, 2007 8:00 pm

Tue Mar 16, 2010 9:47 am

Markhayes,

First of all get the requirement from teh stakeholders, staff, customers, users etc. get their input on what they require and desire. Afterwards compare those requirements with the tool. Is it fit for purpose if yes then ask for a demo, install the software in your enviroment and test every aspect of it. Me & others on this community could tell you that its an excellent tool. However when you present it for your company they will say its crap and it doesnt meet the requirements and objectives, or maybe its over budget or too complex etc...
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
User avatar
Timo
ITIL Expert
ITIL Expert
Posts: 295
Joined: Thu Oct 25, 2007 8:00 pm
Location: Calgary, Canada

Tue Mar 16, 2010 12:06 pm

Are you talking about HP's SM7? The poster above is right... get the requirements first. I am betting you will be able to find a much cheaper tool out there. Thing about TCO.
User avatar
markhayes
Itiler
Itiler
Posts: 9
Joined: Tue Feb 09, 2010 7:00 pm

Thu Mar 18, 2010 5:58 am

Thanks for your input guys.

We're implementing SM7 at the moment, moving from Remedy 6. The way we handle changes is going to change drastically with the phased approach to change management that SM7 brings. So really I was just after some impressions of the tool from people who have used it.

Ty
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Thu Mar 18, 2010 6:32 am

markhayes,

since you are already committed to SM7 and you already know how you are going to use it, I'm not sure what value can be got from other people's impressions of it (unless you just want to commiserate together - you could set up a user group for that).
The way we handle changes is going to change drastically with the phased approach to change management that SM7 brings
I hope that's part of why you bought it and not the other way round. And I hope you already have your revised processes developed before day one.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
markhayes
Itiler
Itiler
Posts: 9
Joined: Tue Feb 09, 2010 7:00 pm

Thu Mar 18, 2010 7:43 am

Aye we’re committed to it but it’s been quite a difficult implementation that’s 1 year past its due date but I am just after some user impression of improvements to the change process or any useful lessons learned etc.
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Thu Mar 18, 2010 8:47 am

Well Mark, my consistent line on that question is that other people's recounted experience won't help you and may even confuse or damage your decisions. Unless, of course, you know about their context in detail and are able to map it to your own situation. But that is almost impossible to achieve because there must be more than a dozen crucial variables to compare.

If you can find a user group, you can share some of the technical aspects of the tool (how to get it to do something, for example). But it is the effectiveness of your processes that is paramount and that can only be looked at hands-on.

Perhaps you need a pair of knowledgeable outside eyes to look at it for a week or a month or a year?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
Timo
ITIL Expert
ITIL Expert
Posts: 295
Joined: Thu Oct 25, 2007 8:00 pm
Location: Calgary, Canada

Thu Mar 18, 2010 11:35 am

Hey Mark,

I was involved in SM implementation in the past... you need a consultant? ;)

OOOh, oooh... 200th post!!! WOO!!! GO TIMO!!!!
Post Reply