Doing too much too fast, under-communicating, failing to focus on the business… as with so many IT initiatives these common mistakes can undermine ITSM effectiveness.
Done right, IT service management (ITSM) reduces IT asset and management costs, increases employee productivity and satisfaction, and gives management insights into how IT resources are being used to help the business.
ITSM is the policies and procedures for designing and delivering IT services to end users. It extends beyond IT support or help desk to all the monitoring, management, and troubleshooting needed to consistently improve IT services to meet the needs of the business.
Effective ITSM requires, among other things, identifying which technology components such as servers and databases support which applications, properly documenting that knowledge and fine-tuning support processes. Over time, as these relationships and dependencies become more complex, ITSM can become overly expensive and too focused on technology rather than the business.
Here are some common ways ITSM can go wrong and how to avoid them.