Even the best ITSM plan will fail if you allow it. A study from Info-Tech indicates that 65% of ITSM projects don’t achieve the benefits they are supposed to, and an article from Information-Management.com suggests 5 reasons why.
1. Lack of executive support: If the senior management team is not onboard, this can be a critical roadblock. Approach leaders early in the ITSM process, keep them up to date throughout, and have them deliver regular communication to all levels of the organization.
2. Resistance to change: No one wants to completely change the way they work, especially if they don’t see a problem. Stress the benefits of the new process, and establish open communication so that objectors can voice their concerns.
3. Big bang implementation: Don’t rush into everything all at once. It is better to plan for small incremental changes, especially in areas that obviously need improvement.
4. Forgetting the business case: Don’t just define benefits in terms of IT processes. Make sure the stakeholders can see measureable benefits for the business as well.
5. Tools before process: Don’t select your tools while unsure if the process itself will even work. Instead, chose your tools as enablers of the process, not vice versa.