There are many myths out there about IT service management. Some of these misconceptions arise because people have vastly different ideas about what ITSM is really about. In other cases, myths about ITSM stem from outdated ideas of how ITSM practices function. Being able to look past these misconceptions and get to the reality of how IT service management capabilities support businesses is key to maximize value creation within your IT and support teams.
Three of the most common ITSM myths currently impacting organizations include:
1. ITSM Doesn't Play Nice With DevOps
Many experts view DevOps as directly opposed to the core principles of ITSM. This idea stems from older ideas about what ITSM offers. In theory, DevOps is an entirely new operational philosophy within the world of enterprise IT. As such, the new operational schemes driven by DevOps can sometimes stand in opposition to traditional, ITIL-based ITSM functions. However, ITSM has evolved in recent years with the focus moving away from rigidity and focusing on creating flexibility and operational responsiveness in order to support continuous delivery.
This new focus on speed and agility within ITSM makes service management a more natural match for DevOps. While DevOps does drive new operational methods, the changes are often cultural and centered around how different groups within the technology team collaborate. DevOps breaks down traditional silos, and effective ITSM tools can give organizations the process flexibility, automation functions and documentation capabilities needed to support such efforts.
2. ITIL Is Too Rigid To Handle Contemporary IT Demands
IT departments are asked to work faster, smarter and more flexibly, all without creating new risk for the organization. ITIL, which has long come with the perception of being extremely rigid by favoring structure and planning over responsiveness, comes across as a dinosaur in comparison. While ITIL has remained fairly steady, with small adjustments being made to handle modern IT requirements, what really has changed is the perception around ITIL.
For years, ITIL was treated like laws carved into the walls of the data center and followed exactly from start to finish within IT departments and support teams. Organizations increasingly look at ITIL as a set of guidelines, letting companies use the foundation of ITIL to create stability, but customize it to keep up with emerging operational requirements.
3. Small Organizations Don't Need to Think About ITSM
Many businesses consider ITSM as an evolution of a simple help desk or advanced service desk solution. As such, small organizations tend to think of ITSM as something that only larger companies need to worry about advancing to full ITSM functionality. However, evolving toward ITSM maturity is a rising priority as businesses of all sizes become more dependent on IT systems. Advanced ITSM solutions can help companies manage partnerships with cloud vendors, maximize the value technology creates for a business and streamline operations for a variety of user groups. Cloud computing is making advanced ITSM features more accessible and small organizations can gain considerably from striving for maturity.
Don't fall prey to every myth you hear about ITSM. The ITSM sector is widely varied and constantly evolving, making it relevant regardless of how IT demands change.