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ITSM Tool Adoption: Pass or Fail?

Getting ITSM tools to help with service management is a standard practice in our business, but “standard practice” doesn’t necessarily mean “success”, regardless of how common it is. Hank Marquis explains some of the reasons that ITSM tool adoption fails, and how you can determine if your implementation is going well or not. To begin with, most people ignore the fact that ITSM tool implementation is itself a project, and that project is often under the same danger and percentages of failure that most other IT projects find themselves part of : 30% of IT projects are cancelled outright, 51% exceed budget, and only 74% achieve intended functionality, according to Marquis. This of course doesn’t even get close to the numbers around cost: The waste from failed IT projects is staggering and comes in at around $75 billion annually – mainly due to poor performance drivers, undisciplined project management and poor communication between IT and the business and within IT. Is there any wonder why the business is so hesitant to green light our pet IT projects? This also explains why more and more businesses are looking to project management as a means to manage IT. Marquis then provides a simple, small checklist to determine the “Pass or Fail” aspect of your own implementation. The checklist has two columns, one featuring the most common reasons for failure and the other featuring the most common reasons for success. If the score for the failure column is higher than the score for the success column, you have a good indicator that your implementation is in trouble. While it certainly isn’t an in depth and researched report, the checklist can create a starting point for determining what needs to change in your ITSM tool adoption.  

About Richard Wood

Richard Wood has been the publisher of CAI's Accelerating IT Success newsletter since its inception in 2011. A Marketing Major at Cal Poly Pomona he has been working with Computer Aid since 2001. He can be reached at richard_wood@compaid.com

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