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2 Common ITSM Misconceptions and How to Overcome Them

12/11/2014 by: The SunView Team

Establishing effective IT service management capabilities in an organization is about combining customer-facing functionality, business processes and IT capabilities to create customer-centric operations. This can be a complex and challenging process, especially as the best ways to go about establishing an efficient ITSM setup are up for debate. Furthermore, there are many misconceptions about ITSM practices that are difficult to deal with, as falling into any of them can leave organizations struggling to overcome their past mistakes. A recent IT-Online report highlighted two of these common misconceptions and provided some details on how organizations can overcome them.

Misconception 1: ITSM is About the IT Service Desk
The service desk is a key cog in the ITSM machine, but it is not the machine itself. The news source explained that many organizations trying to make progress in ITSM put lots of resources into the service desk and expect ITSM issues to sort themselves out over time. This strategy isn't going to get the job done. There isn't a problem with focusing on the service desk - it is an invaluable tool. However, the service desk is designed to manage tickets and act as a conduit for smooth communication between support teams and end users. It is not meant as a holistic service delivery platform.

As more companies face new IT challenges, they need ITSM solutions that are capable of giving IT teams the visibility and process management functionality they need to deliver apps and services to end users with diverse needs. The result is a scenario in which ITSM strategies need to move beyond the service desk. The news source explained that organizations that want to move from a service desk focus into a full ITSM plan would do well to emphasize business processes and putting information from the service desk into action to meet end-user demands more efficiently.

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Misconception 2: ITSM is About Deploying New Technology and Letting it Work
For a long time, ITSM investments meant purchasing a large suite of software and going through a complex deployment period. From there, the solution needed to get the job done for an extended period with minimal change to deliver value. This has changed. With cloud ITSM suites available, organizations can quickly add new modules to the ITSM system and develop new functions. Furthermore, it is possible to use solutions like business intelligence to continually add advanced functions to the ITSM suite.

The report said that many organizations are still operating as if this old paradigm of ITSM deployment is in place. There is a major misconception that ITSM is still a one-off deployment, but it is actually an ongoing strategy that involves continual upgrades and refinements as organizations face new technology challenges. Instead of considering ITSM investments as one-time projects, organizations need to look at ITSM as an ongoing journey in which they are constantly refining their practices and procedures to maximize value for all stakeholders.

Companies that take this approach to managing their ITSM practices can minimize costs and maximize value by ensuring their various infrastructure and application services are effectively aligned with business demands at all times, the news source explained.

Maximizing ITSM Functionality by Going Beyond the Service Desk
A good service desk is an essential component of any ITSM strategy, but organizations that want to maximize their ITSM plans need to consider advanced modules like release management and CMDBs that provide transparency within the IT configuration and help organizations improve business processes that impact day-to-day operations. Building an effective ITSM system can lead to significant business gains, and organizations that move beyond these common misconceptions can put themselves on the path toward service delivery success.