When we implement an ITOM discovery project these are some of the common pain points and pitfalls which affects the overall project timeline.
- Understand the environment
- Clearly define the scope and expected outcome and exit criteria
- Don’t accept bigger scope (like 100’s of servers). If needed split it into multiple phases
- Involve customer to do hands-on early.
- Must have a CMDB Librarian at customer environment
- Understand responsibility and accountability for each type of systems and application services
- Engage customer resources early
- Address their concerns. If there is still resistance, escalate asap
- If customer agrees for a scope change and try to reduce the scope on new items
- Block the resources timing early
- Passwords
- Inform how it is handled and security behind
- Suggest alternatives
- During implementation any issue
- Highlight it to project team immediately
- You might solve the issue, but it is always good to keep the project team aware of the issue.
- Talk to the experts/colleagues – there might be an alternative solution
- Try to do more face-to-face meetings rather than communicating through emails
- Face-to-face meetings helps to explain the issues or queries. Might get immediate attentions
- Always get it in email for confirmation
- No response/support from customer
- Talk to your project manager or customer project manager.