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Challenges in ITSM Adoption

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By Shantanu Kumar Last Updated on Mar 29, 2021

While adopting ITSM, you may come across several difficult challenges, few of them are well documented, whereas others are linked to the specific firms. While working on process and technology projects, the major challenge that stood out is Focus. What is focus in the project? Focus can be referred as the detailed knowledge of your business stakeholders’ requirements. The configuration Management process with a Configuration Management Database (CMDB) is the most suitable example here. Complexity aside, the implementation of a CMDB can be highly expensive and the chances of gaining some or no value from this implementation is high. Therefore, in-depth knowledge of the information required to be stored in the database is the key to success of the project.

One of the biggest challenges in ITSM implementation processes is resistance to change. ITSM and ITIL experts identify common challenges related to ITSM that can be summarized in the ITSM core concept of Technology, People and Process as follows:

Challenges with Technology

  • Poor systems interoperability
  • Challenges in integrating systems
  • Reduction in IT efficiency caused by lack of automation
  • Lack of efficient ITSM reporting
  • Lack of a guidance for adaptation
  • A full blown ITIL implementation is too costly

Challenges with People

  • Lack of customer feedback to employees working on a project
  • Minimum channel for employees to give suggestions or feedback
  • Inter-departmental barriers delaying communication at work
  • Perception about ITIL that it is too generic and theoretical
  • Resistance to accept new procedures and policies

Challenges with Process

  • Incomplete implementation of process or No RACI (Responsible, Accountable, Contribution, Informed)
  • No standardized processes and fragile enforcement of policies
  • No follow-up monitoring, for instance, after Changes and Projects continue using same old habits
  • Lack of documented procedures to manage Service Improvement
  • Undefined Key Process Metrics
  • Lack of Critical Success Factors and Key Performance Indicators

ITIL certification helps to overcome all the challenges. The certification is divided into 5 level as ITIL Foundation, ITIL Practitioner, ITIL Intermediate, ITIL Expert and ITIL Master.