There are many benefits associated from getting IT service management (ITSM) right, such as improved operational efficiency, lower operational costs, enhanced visibility into IT operations, more comprehensive asset management and more — those benefits are only reaped when ITSM is done right. As it turns out, there are common pitfalls organizations hit when they’re implementing ITSM and getting their ITSM programs off the ground.
According to the experts we reached, here they are:
Choosing the Wrong ITSM Technology
When organizations pick ill-suited ITSM software, they may find their program unable to scale, burdened with cost overruns and overall misalignment. “The choice of ITSM software should integrate seamlessly with your existing toolset,” says Ari Harrison, director of IT at BAMKO. “For instance, if you operate within a PSA (professional services automation), their native ITSM solution can be particularly advantageous due to the cohesive ecosystem. Managing all tools under a single pane of glass can greatly enhance efficiency and control,” says Harrison.
Harrison adds that to choose the right software, organizations must fully understand their environment. “Understanding your specific ecosystem, toolset, and requirements is essential in choosing the right ITSM solution that aligns with your organizational goals,” he says.
Other capabilities that must be considered include incident management, automation and long-term scalability.
So-called “Big Bang” Implementations
Experts also stress that organizations must avoid trying to do too much all at once. “A common mistake organizations often make when beginning their ITSM journey is biting off more than they can chew,” says David Pumphrey, CEO at healthcare IT services company Riveraxe.
Experts advise organizations to execute their ITSM program starting with the most critical processes, such as incident management, problem management, change management and service catalog. Likewise, aspects of the environment can be phased into the program, advises Pumphrey. “By breaking down the ITSM implementation into manageable phases, like starting with cloud computing for cost reduction or focusing on cybersecurity improvements, organizations can achieve quick wins that build momentum and support for further initiatives,” Pumphrey says.
“Instead of completely overhauling existing systems, leveraging APIs to integrate legacy software with modern cloud-based tools can save significant costs and reduce implementation times. Engaging with expert consultants who can navigate these decisions and help you avoid common pitfalls, like neglecting staff training or underestimating the importance of data privacy laws, can significantly impact the success of your ITSM initiatives,” Pumphrey adds.
Failure to Gather a Solid Baseline
When starting an ITSM initiative or getting ready to breathe fresh life into an existing program, a detailed baseline of the existing environment is essential to identify ideal areas to start, close gaps and accurately measure progress as the program progresses.
Experts say that starting with this deep dive into what the organization requires can illuminate the path forward. “While consulting for a tech startup, we discovered through a detailed assessment that their most pressing need wasn’t new software but more efficient use of existing systems. This insight redirected our ITSM strategy from procurement to optimization, saving resources and enhancing productivity,” says Remon Elsayea, president at IT consultancy Techtrone.
Not Tracking the Best KPIs or any KPIs
When implementing ITSM, organizations that don’t utilize the right key performance indicators (KPIs) won’t know how effective their ITSM program is becoming, measure success and keep the IT team in sync with broader business objectives.
However, experts warn on the importance of getting KPIs right. “It’s important to define the fundamental truths you wish to uphold within your service department. Understanding these truths helps tailor the KPIs that accurately reflect your goals,” says Harrison. “For instance, if efficiency is a priority, metrics like one-touch resolution might be crucial. Conversely, focusing on customer satisfaction scores becomes essential if customer satisfaction is the goal. Remember, KPIs are merely proxies for the realities you aim to monitor and improve,” Harrison adds.
There is No Plan to Mitigate Staff Resistance
When staff aren’t included in the discussions to implement ITSM, they’ll begin to fear the unknown, and the benefits of the ITSM initiative may remain unclear.
Organizations must include staff early in the discussions to succeed and make them part of the process moving forward. “Change management is an inherent ingredient for ITSM success,” says Elsayea. “When we implemented a new network administration protocol at a financial services firm, staff resistance was initially high. By fostering an inclusive environment where employees were educated on the benefits of these changes and involved in the transition process, we gradually overcame this resistance. This approach not only facilitated smoother implementation but also cultivated a culture more receptive to future transformations,” Elsayea adds.
Success isn’t just about improving internal IT processes and outcomes; it’s also about improving the face of IT for the broader business. “The IT service department represents the face of the greater IT department. The user sentiment shaped by interactions with the IT service department can significantly influence the overall perception of the IT department. A positive user experience can enhance the department’s image and foster trust and satisfaction across the organization,” says Harrison.
