Introduction
If you or your team would like to see an improvement to our ITSM practices, processes, tools, training, or documentation, complete this form to add an item to our backlog. We maintain an ITSM Roadmap which often includes details of specific improvements for each practice.
Details
We have formally adopted the practices as listed on the cover of our ITSM Knowledge Base. Each of these practices has a defined strategy and design that drive the specific process, tools, and people involved within each.
If you would like to see an improvement to our ITSM program, click the "Suggest Improvement" button and provide details of the pain point you experience and any suggestions for relieving that pain.
We use the MoSCoW prioritization framework to assess the urgency and importance of these suggestions and work to implement them as time allows so long as they fit within the overall practice design and strategy.
- Must have: Improvement opportunities labelled as Must have are critical to the current delivery timebox in order for it to be a success. If even one Must have requirement is not included, the practice delivery should be considered a failure
- Should have: Improvement opportunities labelled as Should have are important but not necessary for delivery in the current delivery timebox. While Should have requirements can be as important as Must have, they are often not as time-critical or there may be another way to satisfy the requirement so that it can be held back until a future delivery timebox.
- Could have: Improvement opportunities labelled as Could have are desirable but not necessary and could improve the user experience or customer satisfaction for a little development cost. These will typically be included if time and resources permit.
- Won't have (this time): Improvement suggestions labelled as Won't have, have been agreed by stakeholders as the least-critical, lowest-payback items, or not appropriate at that time. As a result, Won't have requirements are not planned into the schedule for the next delivery timebox. Won't have requirements are either dropped or reconsidered for inclusion in a later timebox. This is aften used when the desired feature or functionality exceeds the capability of the tools.
Managers of teams who adopt our ITSM practices are invited ot attend out monthly ITSM status meetings where we:
- Report on key performance indicators
- Review our progress on the improvements underway and show where our resources are allocated
- Seek assistance with prioritizing our backlog in alignment with our ITSM goals
- Describe best practices or other advice for handling emerging situations