Dealing with emerging IT Service Management (ITSM) challenges call for CIOs to establish clear communication monitor issues while unifying operations.
ITSM models have witnessed drastic changes in recent years. With COVID-19 and its impact on the enterprise world, organizations had no choice but to incorporate practices that empowered them to be more responsive to the new changes and challenges. Yet, scalability and agility continues to remain top concerns for ITSM, as organizations tackle the challenges brought down by the COVID-19.
If specific, actionable measures are implemented to address these ITSM issues, organizations will be able to reduce IT assets and management costs. Additionally, by incorporating suitable approaches, ITSM can help the organization to increase employee productivity and satisfaction. Moreover, with effective ITSM in place, it can provide management insights into how IT resources are being used to help businesses.
Here are a few challenges that CIOs can encounter during the implementation of ITSM and what measures can they take to address them:
Lack of Communication
Not being able to communicate clearly hurts the ability of CIOs to describe the value of ITSM to the business. It also prevents CIOs from effectively organizing their ITSM initiatives, setting the right expectations for deployment as well as securing the required funding for its advancement.
One way to establish clear communication is by using CMDB (configuration management database) to plot IT components to business applications and give ownership to those applications for both IT and business stakeholders. CIOs should then describe the role of each application to the business, the best way to use it and when to replace it. Furthermore, CIOs should set the right expectations from the beginning, so there is no frustration among users.
Failure to Effectively Monitor Issues
In the near future, the ITSM team will need to deal with any issues in a seamless and efficient manner. If the teams do not have a resilient incident tracking mechanism in place, they will have a hard time monitoring issues that have an impact on their business.
CIOs should remember that the effectiveness of dealing with issues can influence the customer’s view of the organization and employees’ productivity. Thus, CIOs should push for the adoption of a centralized collaboration platform. It will enable the ITSM teams to be aware and observe issues as they emerge and capture them into a centralized repository while managing them from initiation to closure. This helps CIOs minimize resolution times and helps them reduce the impact of issues on business operations while avoiding unnecessary costs.
Operating in silos
Most CIOs are under the impression that each ITSM can operate in isolation and eventually, all of the teams can collaborate together to integrate them into a single unit. But, instead of achieving success, this approach often leads to multiple features and services that are difficult to integrate in a project. Instead, CIOs should strive to be consistent across the project implementation. Processes need to be designed with the ease of integration in mind, so using a template can help in ease of information hand-down.