I am lucky to have a large network of friends and colleagues in the ITSM industry, and from the numerous talks I have had, I have concluded that the majority are dissatisfied with their IT service management solutions. I began to consider why this would be.
My initial assumption was that since many of these products are expensive, we may have inflated expectations of what they will do. Perhaps it was because we frequently fight to adjust and personalize them so that they work for us. On the other side, it's possible that we won't be able to get the vendors to provide us with the functions of what we need. All of these are good reasons, but as buyers, we tend to blame the product and the source too quickly. And as a result, we find ourselves trapped in an unproductive circle. We invest very little in development when we purchase a new tool, go through the difficult process of implementation, and then abandon it.
What does this mean? Is your ITSM tool underperforming because it lacks the capabilities and usability you need, or is it because it was badly implemented? Is the development costs too high to customize it to your needs? Maybe it's time to engage in some introspection, asking direct questions that demand answers that are also direct and honest. An IT service's success depends on its ITSM tool. If you are not satisfied with your ITSM solution, then it is time to act.
I think it's time to scrap the ITSM tool implementation project and instead pay attention to the benefits and outcomes, instead. What are your expectations for a new ITSM tool? What do you want to accomplish? You can express your requirements and establish the project's scope by concentrating on the business drivers and managing the implementation as a business change project. And even while one of the conclusions might be that your company needs a different ITSM solution, it is almost assured that you will develop requirements that take into account all four aspects of service management.
My top tips on how you can make the most of your ITSM Tool:
Value streams and processes: Adoptions of ITSM tools frequently fail due to poor processes. Early project planning and documentation of the ITSM processes and value streams will save time and effort later. By focusing on processes early, you can better understand your requirements and avoid the need for retrofitting after going live.
Information and technology: Recognize the available features and functionality and determine how much time and effort will be needed to make the ITSM solution work for your company. The same goes for your company, IT, and your ITSM solution. None of these things should be static. Make sure to prepare a roadmap for ongoing service improvement and to plan and budget for future development and investment.
Partners and suppliers: Make your research if you're looking for a new tool. Finding a provider who supports the objectives of your firm is just as crucial as understanding the functionality and capabilities on offer. Find a supplier with whom you can forge a strategic alliance and who can provide you with the relationship management you require.
Organization and people: Numerous ITSM and digital transformation (hate that term) initiatives focus on fostering cultural change, and wherever change occurs, opposition occurs. You can overcome the difficulties posed by cultural change by concentrating on effective communication, making training investments, and receiving and implementing feedback and input from important stakeholders. Any IT firm can experience tremendous benefits from a well configured IT service management platform. It can streamline business operations, give management data for data-driven decision-making, enhance customer satisfaction, and lighten the load on your support staff. Therefore, putting in the time and effort to do it well is worthwhile.