Now our KAs, which number in the thousands and include steps for fulfilling IT service requests and ITSM training materials, among others, are easily searchable with an optimized user experience.

Our most recent transformation area was Incident and Problem Management.

These processes are critical for all organizations that intend on learning from the past to improve their organizations.

It doesn’t help anyone if your incidents and problems get lost in the abyss of your ITSM systems. Having a strong product owner from our Production Support team to work with stakeholders to re-imagine our processes created opportunities for improving the experience for all our users.

Raghu Bellary, Director, Enterprise Service Management Technology

Through the Change, Incident, and Problem Management system implementations, a robust Configuration Management Database (CMDB) was built incrementally to support the ITSM capabilities. We are now implementing a broad range of new capabilities in our system, including Human Resources self-service portals, which builds a common experience for our employees. We are also working on ensuring that our platform continues to be easily manageable and enables self-service for future innovations.

Transformation benefits Reported benefits by Fannie Mae users include:
• Easy to use, intuitive, modern navigation and search;
• One-stop shop for all ITSM services;
• Simplified, integrated, and policy-enforced processes;
• Real-time visibility of SLAs related to incidents, problems, and changes;
• Cloud-based solution requiring minimal Fannie Mae data center resources;
• Enhanced reporting analytics and data quality;
• Single source of truth for infrastructure Configuration Items
• Scalable and resilient platform;
• Open common interface for integrations;

• Rapid upgrades and easy maintenance.
Lessons learned Successful transformation will always have its challenges, but here are a few lessons learned:

• “Engage!”Maintain executive and stakeholders’ buy-in and commitment to the program.

• “All Hands On Deck!” Require process owners to be part of the change.

• “Howdy Partner!” Use a strong integration partner to accelerate your journey.

• “Get Fit!” Build in-house capabilities through training and paired programming.

• “It’s about the People!” Plan and vet cultural change requirements.

• “Don’t lift and shift.” Simplify, standardize, consolidate, and improve processes BEFORE technical implementation.

• “Go Agile!” Delivering a minimum viable product creates more trust and buy-in from your stakeholders.

• “Test! Test! Test!” Regression testing multiple times and repeatable test automation will increase velocity.

• “Teach!” Focus on teaching, including road shows, newsletters, and guest speakers, and deliver end-user training.

• “Be a helicopter parent!” Upon rollout, be vigilant. The whole team should take time to watch what happens.

• “Celebrate!” Make sure you enjoy the wins along the way.

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