Assumptions

The information in this document is most useful if all of the following criteria are met.

• You are implementing ITSMA Service Management version 9.20 or greater
• You are a system implementer with general knowledge of Service Management tailoring tools and techniques
• You have a design based on a clearly-defined and agreed-upon business plan or system model to direct your tailoring efforts
• You have an understanding of Service Management's out-of-box data model and ITIL work flows

This document assumes you have access to features available since the ITSMA Service Management version 9.20 release. Some of these best practices can also apply to earlier versions, but some performance benefits and user experience features require you have access to newer application versions.In general, best practices that rely on a particular tool or control will have the most benefit when implemented with the newest version of the applications.

System implementers will gain the most benefit from this document as it assumes you are already familiar with basic tailoring activities and have access to all the tools referred to within. At a minimum, you will need administrative access to all of Service Management's tailoring tools. It is also recommended that you have earned an Accredited Integration Specialist certificate.

Having a business plan or system model will help you determine which parts of Service Management you will need to tailor. Furthermore, having a list of objectives will help you decide between competing goals. For example, if your overall tailoring goal is to provide the best user experience for your Service Management users, then you may choose options that maximize usability rather than the best practices that are easiest to implement or maintain. Lastly, a business plan allows you to get prior approval for your implementation from your business process owners. The more agreement there is on the business plan, the more likely your business process owners will accept the tailored implementation.

Many of the suggestions in this document assume you either know or have access to the Service Management data model and work flows. This document does not describe the out-of-box data model or workflow in detail. If you need to change the out-of-box data model or workflow, see the Service Management help.