Ensure all that all proposed workflows are accounted for and complete.
IT Service Management (ITSM) Operations Activities such as Request Fulfillment, Event Management, Incident Management and Problem Management, will require interfaces between the outsource supplier and Enterprise teams & tool-sets. It is critical that proposed workflows are tested during the bid solution phase of the outsourcing engagement.
There will be workflow interfaces of various types between the Enterprise and outsource suppliers ITSM teams. Workflows impacted will vary, dependent on the services subject to outsourcing. These workflows enable work requests presented to the Service Desk, to be passed through to the appropriate approval and delivery chains. It is critical that any impacted workflow is complete and tested end-to-end prior to service transition.
Gaps in the ITSM workflow can cause significant disruption to ITSM operations, causing delays in Request Fulfillment, Incident Management, and Problem Management among others.
It is critical that proposed workflows are reviewed and tested to ensure completeness and efficiency.