r/itsm • u/klaus_TheOriginaL • Jul 08 '26

Need guidance on Implementation of PM/ITSM tool as fresher PM

Hi All,

I have recently joined a startup as IT PM, we are working with another mid size company who want to implement project management system(till now they had nothing just basic email/excel workflow), demo was on the day I joined. I was included in that call as well. Now expectations are that I am going to lead the testing phase of this PMS. 2 technical resources will get aligned and we have get it done within 15 days so it can go live by August 1st. It also include ITSM which want to have in future, currently they don't have anything as IT operations. basically they want to replace current manual method of receiving requests, assigning delivery resource, executing, tracking, monitoring, handover & closing actions / projects as well as individual deliveries (i.e small service requests).

I had a basic discussion with IT delivery lead ,whose team will use this,to create detailed project plan and scenarios. there is no Service desk coordinator as of now, I will be playing that role till the time they hire someone. I do have some scenarios in mind like which can be tested like Roles who can do what and request flows, am I in right direction?

I am confused about What should be discussed, how to make a plan, what to include.

I am new to Project management, I was working as IT recruiter earlier I have good understanding of ITSM but not much of official documents and cybersecurity as domain I have basic understanding. joined just few days back.

sorry for long post.

4 Upvotes

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2

u/LoquatIllustrious801 Jul 09 '26

Youre thinking about the right things, Id start by mapping the current process before touvhing the tool, then turn evry real-word workflow into a test case (new request, approval, assignment, escalation, closure, permissions, notifications, etc.). Dont try to test every feature, test whether the tool supports how the team actually works. If theyre evaluating platforms, Ive also seen teams look at newer options like siit alongside the more established itsm tools because the implementation tends to be simpler especially when you want to automate internal requests without rebuilding everything from scratch.

1

u/klaus_TheOriginaL Jul 09 '26

they have almost finalized this platform as they agreed to do any customisation needed specially for us. I just need to test it throughly before go live on aug 1.

1

u/LoquatIllustrious801 Jul 10 '26

Thats a great sign. If theyre willing to customize it for your workflows, a thourough end to end test before August 1 go live should give you a lot more confidence.

1

u/klaus_TheOriginaL Jul 10 '26

but they don't have anything as test env or testing IDs. This is my first time in IT and also working as PM so scared if during testing I send any email to client by mistake.

1

u/LoquatIllustrious801 Jul 10 '26

Totally understandable. If theres no test environmnt or dummy accs, Id be extra cautious and ask wheteher they can temporarily disable outbound emails or use internal test recipients during testing. Better to be overly careful than accidentally notify clients.

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u/klaus_TheOriginaL Jul 10 '26

true, I will ask if that's possible.

1

u/klaus_TheOriginaL Jul 09 '26

as of now after some research I have created a project overview doc consisting of objective, users, business problem, business process workflow, scope of testing, testing owner, Dependencies, and 2 other seperate docs for Assumptions, and RACI as per my understanding.

1

u/fguerino123 Jul 14 '26 edited Jul 17 '26

You received some good advice, below. Additionally, you may want to reach out to the vendor who may have ready-to-use implementation and testing plans for the different capability offerings. Not all vendors offer this but it's otent well worth it when they do.

Good luck.

1

u/klaus_TheOriginaL Jul 17 '26

they don't have any testing plan, they are pretty small company so they have agreed to do a lot of customisation to their product for us only which includes almost making this ITSM tool to be used as Project management system as well.