ITSM: The challenges
Based on extensive ITIL v3 adoption in the service management domain, it is a common observation among organizations that service management practices are often implemented as modular and overly process-centric and, at best, result in local optimizations and outputs. These disjointed approaches lack focus on end-to-end value delivery for the customer.
After years of collaboration and knowledge-sharing across our extensive network of enterprise customers, partners, and industry frameworks, we have discovered critical systemic issues that prevent teams and organizations from being true customer-centric or partnership service providers.
What symptoms do you see in the left column that resonate with your organization? Have you been focused on addressing the symptoms instead of the root cause?
Symptoms | Root Cause |
|---|---|
Reactive or ad hoc support is the norm Local (team-level) optimizations may exist | No insight into or communication about why things happen |
Teams work in silos, and hand-offs are problematic Teams are only focused on their outcomes | Teams and members fear exposure rather than seeking opportunities Visibility into functional processes and work streams without broader end-to-end value delivery |
Multiple tools, vendors, and IT teams to deliver a solution Consolidated tools and processes for groups of teams but not the enterprise Data collection is present, but no standard reporting Post Incident Review process was established but did not gain traction | Disjointed teams, disjointed measurements Lack of framework to make effective and efficient group decisions Post-mortem is not blameless |
Customers' perception of service is poor. Repeated fire drills for similar occurrences | Escalations are often not done openly and rationally, which causes uncertainty, delays, and damaged relationships. Lack of understanding of the customer's journey, from how they interact with your service, restricts understanding (and the creation of) ideas. |
Like most complex problems, solving just the symptoms will be temporary, but understanding the root causes will pave the way to long-term success.
ITSM: What does success look like?
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