Why It's Easier to Succeed with ITSM Than You Might Think

The buzzword in the IT circle at the moment is certainly ITSM (Information Technology Service Management) without any doubt or denial. With technology getting a whole new dimension courtesy of ITSM, the need to look at the changing dynamics it is certain to bring to the customers (the end users) needs to be introspected and looked at elaborately as well. A lot of talk and speculation is going on as to how to implement ITSM with proper planning and effect so as to reap the maximum benefit out of it in an IT environment. ITSM initiatives are so often resource-intensive, daunting, overwhelming and have costly undertakings. It is no wonder that no one would like to fail. But still, initiatives so often falter, or at least fail to produce the desired results. So, what more can an IT organization do on its part to do away with this?

Here are some principles of ITSM that can essentially guide you to success with considerable and relative amount of ease than you might actually think-

1. Stress and Focus on value- Everything done by an IT service provider must in some manner (way) be contributing to the customers value. Thus, getting to know your customers deeply from the inside out, and not only looking after their technology needs is vital for the cause so that you have a clear and comprehensive picture & understanding of what they really value.
2. Design for experience- It is of utmost importance to figuratively step into your customers' shoes and consider their experiences for that would be forming the fundamentals of their overall satisfaction.
3. Start where you are- It is very seldom required to completely go for an overhaul. Rather it makes much more sense looking objectively at your present practices for determining what works and what doesn’t, and leverage what’s working right from the starting points.
4. Work holistically- You need to consider the whole value chain. Working holistically not only means recognizing the different IT elements such as processes, people, partners, products, etc. but also comprehending the associated dependencies, relationships and interfaces.
5. Progress iteratively- Don't try to deal with everything at one go i.e. simultaneously. Rather, follow a plan in your initiative and make small progress step by step as you go along.
6. Observe directly- Observe what is going on so that you can better comprehend the present state and impact of your improvements.
7. Remain transparent- Do away with assumptions, speculation and rumours by sharing information quite often and at an early stage. Let everyone know the why, what, and how of your initiative.
8. Collaborate- Engage the right people at the right time and in the right way. Collaborating would ensure that you've considered various insights and perspectives leading to better likeliness of success.
9. Keep it simple- Always try and keep things simple. If some activities do not add any significant value, straightaway eradicate them.

10. Build a term dictionary and acronym guide and ensure that it is easily accessible to all IT teams.
11. Support and encourage team members challenging (in a positive fashion) the meaning of terms.
12. Teach your customers the terms wherever appropriate and let them learn them.
13. Know and understand your service management program goals and the method(s) required to define success and progress in simultaneity.
14. Use others’ value to help you assess where are positioned in your niche industry.
15. Define clearly and transparently what exactly success means to your company.
16. Understand the old adage that perfection can only be achieved through rigorous and persistent practice.
17. Practice enable teams to commit mistakes and get coached in a safe environment with minimal adverse effect and affectation on business.
18. Practice sessions can well act as audits helping teams execute processes.
19. It’s totally alright to look at what others are doing or have done; however, it is never right to just copy the same blindfolded for it is their approach and although it may be successful for them but may well not at all be successful for you and your company.

It is indeed a challenge to ensure that your IT service management tool is successful. Ultimately, your goal is to help your business accomplish its goals. So, it is in a way a must that you would just have to succeed.

When trying to measure success, it’s easy to get carried away only with the technical aspects of the tool. But the matter of the fact is that won’t guarantee you attain success or continue success for a long period.

So, how can you ensure success and how do you measure it? How would you realise whether your IT service management tool is aiding your company reach its goals? How do you know if your customers are gaining optimum value from your company or organization?

Let the last question be addressed i.e. how to measure and what to measure----------

There are multiple ways to look at the measurement criteria. It predominantly depends on the organisations performing the measuring. But some of the typical questions you would want to consider are- internal IT, implementation vendor, and end-user customer.

Some sample questions worthy of considering, from the end-user i.e. customer perspective, are:

• Do I have the options to select the range of services I like?
• How easy is it to use the Self-service portal?
• Can I speak with someone easily?
• Are my requests and issues taken care of and being resolved quicker than before?
• Am I receiving an enhanced and improved service?
• Am I in a position to fix the problem myself taking help from Knowledge Articles?
• What your customers think matters.

A common risk that comes with the execution of a new ITSM tool is that it might well become too IT-centric. Very often, the focus becomes the new tool and what IT wants from it, rather than what customer and the business needs and how the new tool can cater to that.

You need to think like a customer involving them before and after the change & you must definitely do that.

Involving the customers in your scheme of things is a must because it is your customers for which your business is running. They have the full right to know what the modulations are going on in your business and get involved & acquainted with the same. With a customer-centric approach, customer priority would be adequately looked after as a result of which attention to the end user (customers) would always be there without any doubt.

At the end of the day, it is for your customers that you are running your business and they make your business survive and flourish. So ITSM should always and definitely be a mixed and balanced blend of the technical aspects (functionalities) along with the core idea of looking into the customer’s aspect as well. Customers are the driving force and the oxygen of any and every business, so it is of high essence to be keeping them satisfied at any cost & ITSM definitely paves various ways to do exactly that and that is how it should always be used.