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Four Things That May Be Derailing Your ITSM Activities

Is ITSM meeting its goals? Is the business happy with the value it perceives IT is delivering? Is there a stellar improvement plan in place? If your answers to any of these questions is less than a “You betcha!” then it’s time to reevaluate. In a post at his website, Joe the IT Guy presents four things that may be derailing your ITSM activities:

  1. Lack of executive support
  2. Silos in action
  3. Agreeing to use a “cookbook” approach
  4. You

Sabotage on the Rails

A primary cause of derailment could be the lack of support that is coming from the executive team. Obviously there is a lot that the executive team has to handle and navigate, so the ITSM operations may not take precedent because they may be viewed as an unhelpful. To determine if this is happening, consider the following:

  • Can the executive team members verbalize the value of specific IT services and those that manage them?
  • How often do you (or the appropriate person(s)) meet with executive team members to discuss how ITSM day-to-day activities and associated improvement projects help their team(s)?
  • Are core ITSM processes documented and followed by business teams? If not, why not?

If you find that the ITSM is misunderstood and undervalued, address the issue accordingly. Possible solutions are scheduling regular meetings with the executive team and asking the executive team members when/what they are communicating about ITSM to their teams.

There are processes and steps to follow for a reason. They were laid out to ensure work is completed properly with a unified process. A mindset of, “What occurs in our area…” or “it’s teams x’s fault…” is representative of silo behavior. If team members are not following along or place blame back and forth across the board, it is devastating to the overall goal of success.

The situations and goals of your ITSM should be the driving force of your work. You cannot look to use the ITSM “recipe” of another organization and think those findings will produce the same results. They were not crafted with your specific organization in mind. Be open to ideas and improvement without thinking that because another company had success with a particular process that so will yours.

Lastly, you need to look inward at your actions, work, efforts, and attitude. Sometimes, people are their own worst enemy and the cause of their own downfall. Reflect on your perspective and make sure it is aligned with the track and goals placed.

You can access the original posts here:


About Melissa Colon

Melissa is a staff writer for AITS, with a background in journalism. She has previously written for York Dispatch and York Daily Record.

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