IT Governance

ITSM Implementation: Challenges and Troubleshooting

ITSM implementation helps IT service desk run smoothly. However, challenges occur during the execution phase. In this article at CMather, Priya shares 7 ITSM implementation challenges and their solutions.

Undertaking an ITSM Implementation

ITIL or IT Infrastructure Library has ITSM best practices in its framework to aid the IT service desk in ITSM implementation. Following are the challenges that you might face during ITSM implementation:

No Knowledge Sharing Among Technicians: Resolving or fixing an issue for proper ITSM implementation can help for the moment but not in the long run. Technicians must share and document the steps they used to solve the issue and let peers resolve similarly incidents easily.

Missing Out on Important Alerts: An IT desk administrator receives several alerts each day. Missing out on one important alert can derail a project soon. Categorize and prioritize alerts, and notify designated personnel for successful ITSM implementation.

Inability to Distinguish Between Incidents and Services: Service requests, like changing the system password, are simple enough to be addressed through the self-service portal. Requests like sudden shut down of system without warning can take longer to solve and these are called as incidents. As these are different in types, map their resolution stages, supports, SLAs, and workflows separately.

Resistance to New Approaches: Human nature does not like changes. Nonetheless, for better ITSM implementation, it is necessary to update processes and tools as per the market requirements. Automate repetitive tasks to be free for complex issues.

Keeping the Customer Out of the Information Loop: When you receive a ticket, you categorize and resolve it. Sometimes, you need to loop in the system administrator and app owner along with the user to speed up the resolution process.

Wrong Solution: For ITSM implementation to work ethically, resolve issues effectively and not faster. Ask permission from your higher-ups or pass on the issue if you do not have clearance to fulfill the service request.

Delayed Response: A resolution is of no use if it is a delayed one. Ensure the user has an alternative until you get to a real solution.

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Indrani Roy

Indrani Roy is currently working as a Content Specialist for CAI Info India. She has knowledge in writing blogs, product descriptions, brand information, and coming up with new marketing concepts. Indrani has also transcribed, subtitled, edited, and proofread various Hollywood movies, TV series, documentaries, etc., and performed audio fidelity checks. She started her career by articulating a knowledge base for an IT client, and, eventually, went on to create user manuals and generate content for a software dashboard. Writing being one of her passions, reading books is naturally her favorite pastime. When not lost in the world of letters, she is a foodie, movie buff, and a theater critic.

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