3 Reasons Why ITSM Initiatives Fail

IT service management (ITSM) is the cornerstone of productivity and organisational management. It is a process that an organisation can leverage in solidifying the connection between its IT processes, its customers and the company itself. However, there are three sensitive elements that are typically behind the failure of the ITSM integration:

1. Lack of executive and cultural commitment to change

   This refers to the executives and employees placed at the forefront of the ITSM process. Often times, organisational culture does not support the type of service management initiatives that need to be implemented. CIOs and other IT executives must be the first to embrace such strategic plans in order to guide employees in the right direction. ITSM should be viewed as the pathway to achieving business goals rather than just a number of separate software applications. When you are confident that your ITSM team completely understands and supports the initiative, your chances of succeeding in its deployment increase considerably. Their commitment, skills and strong sense of purpose are equally important to the technology you choose to deploy, so choose your team carefully.

2. Too much tech too soon

   While shopping for the best ITSM solution, other software solutions that may not be necessary will begin to seem increasingly appealing to you. But you must keep in mind that slow and steady implementation of software is the key to ensuring complete IT and cultural integration. Overwhelming your staff with too much tech can make them push away from it all, something that defeats the purpose of such initiatives. A useful technique often leveraged by professionals in their selection process is the MoSCoW method (Must have, Should have, Could have, Won't have yet). This technique ensures that you do not deviate from your original goals and business priorities.

3. Poor process integration

   Before securing competent staff and selecting the ITSM software of your choice, the first challenge entails developing a well defined process. The planning phase determines how your ITSM technologies will be implemented based on your organisation's goals, budget and resource limitations as well as the business culture. Taking the time to consider these things allows you to decide on the most suitable processes for your company and its employees. In order for your ITSM to succeed, you must have a clear view of the following:

• Each employee's role in the processes

  This includes selecting the best candidate for strategy management. Such a person would need to oversee ITSM operations, establish processes and maintain day to day activities.

• Process functionality

  New processes will inevitably cause confusion if employees are unsure of how to go about them. You should provide clear-cut steps that employees can follow in order to adopt ITSM processes without issue. It is critical to ensure that you do not overwhelm your employees with long and complex processes so as not to put them off ITSM.

• Process assessment and reporting

  Analysing the strength of your ITSM processes allows you to identify the areas that may require improvement, such as productivity and efficiency levels.