Seven Deadly Sins of IT Service Management

According to ICCM Solutions, businesses are failing to set IT service management strategies to deliver clear market distinction and increase profitability. ICCM warns that the crux of the issue is a common failure of the IT service management industry to consider the wider business picture. On the back of its warning, ICCM recently released the seven deadly sins to be avoided in order to optimize the business benefit of IT service management.

James Gay, co-founder and director of ICCM Solutions, says, “Progressive IT service management strategies do not need to reinvent the wheel; instead what is needed is a shift in the thinking of IT people to align IT service management with the whole business. Service management is no longer solely about IT delivering business process deployment, but should offer services which demonstrate value, efficiency and the potential for new business revenue streams.”

Click through for the seven deadly sins of IT service management (ITSM) that should be avoided, as identified by ICCM Solutions.

ITSM projects need to be enforced from the top down. Project failure is all too often attributed to poor communication, as the end goals are not communicated.

Preparation for ITIL alignment is not simply downloading a framework off the Web and expecting it to work for your organization. ITIL and ITSM need to be associated with the unique scenarios of your business.

The hardest challenge for ITSM programs is not the adoption of technology; it’s the acceptance of change and behavior that technology brings.

ITIL and ITSM do not have a start and end date; it’s a continual journey. Knowledge transfer, training and advisory are critical to sustain an ITSM program.

IT vendors rarely understand your individual business. That’s why the organization must be proactive on the project planning phases.

ITSM has to be viewed in the long term as a way to continually improve the business. Building relationships outside of IT and into the rest of the organization is critical.

Small, interactive steps are what are needed on the ITSM journey, rather than trying to take one giant leap. After all, what is imperative is developing a progressive service management strategy for the entire organization.