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5 Myths About Your ITSM Tool, Debunked

• 13 Mar 2023

IT Service Management (ITSM) software is becoming more and more popular among organizations as a means to streamline their IT operations and enhance service delivery. Nevertheless, there exist a number of myths about ITSM tools that may hinder organizations from fully benefiting from them. This article will debunk five commonly held misconceptions about ITSM tools and offer advice on how to optimize their usage to maximize their value for your organization.

1. Buying a new ITSM tool will solve all of my problems

When things go wrong, as they inevitably do, it can be easy to blame your existing IT Service management tool. The truth is that replacing your ITSM solution with a newer, shinier model will not necessarily magic away your problems.

No matter how expensive or smart your new ITSM tool is, it simply cannot be a panacea for all ills.

Before breaking up with your ITSM provider, take some time to reassess your requirements and understand exactly what you expect from the technology in the first place.

How can you engage your ITSM vendor to discuss realistic ways you can employ your existing tool to deliver the results you require?

Of course, it is often the case that organizations simply outgrow their current ITSM solution (or perhaps chose badly to begin with). In this instance, going out to market to find a solution that better fits your unique needs is absolutely the right choice.

2. We should automate all the things

When done right, ITSM automation offers a range of benefits, including freeing up your staff for higher-value work, reducing operations costs and improving service delivery.

Automation graphic: a line drawing of a robot arm

However, simply transposing manual processes indiscriminately into an automated workflow can lead to some pitfalls, and may not be possible without process redesign.

If your ITSM processes are not well-defined and documented, you run the risk of automating erroneous processes. Or perhaps some of your processes do not need to be automated in the first place.

Taking the time to do a thorough assessment and optimization of your processes before launching an automation project can pay dividends in the long run.

3. It has to do everything

The market is full of ITSM tools proclaiming to do everything except make you breakfast in the morning. While a functionally robust ITSM tool can certainly be an advantage to the right type of organization, it is not necessarily a good fit for your business.

Photograph of a penknife

Are you paying for extras you don’t really need?

If you don’t need all the bells and whistles right now, how easy is it to add those requirements down the line once your organization matures?

Is your all-singing, all-dancing system adding unnecessary complexity and a steep learning curve for your team?

A solution that suits your immediate requirements and budget, with the ability to scale with you as you grow is the most cost-effective and efficient option. A reputable ITSM vendor will help you map your requirements and an actionable roadmap for future growth.

4. It’s about the tool, not the people

While your software solution undoubtedly plays a major role in the success of your ITSM project, technology is only part of the puzzle.

Photograph of people working in an open office

People and Organisations form a critical part of the four elements of IT service management, according to the ITIL 4 framework. After all, technology only exists to provide value to the people using it.

Consider the ways people, process and technology work together to deliver a successful ITSM project.

For example:

  • Who is using your services?
  • What value are you providing them?
  • How do they interact with technology? What barriers do they encounter that may affect employee and customer satisfaction?

5. We can set it and forget it

Once you’ve gone through the arduous process of scoping requirements, choosing the best ITSM software, optimizing processes and implementing your software, the real work begins.

The only constant is change. Organizations implementing ITSM and ITIL need to apply a Continual Service Improvement approach, continuously examining and adjusting services and processes to align with rapidly changing technology and business requirements.