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How to Manage ITSM Implementation

Adopting a proper ITSM framework can be a daunting task. The goal is to integrate IT services with the core goals of business and not do IT for IT's sake. Delivering effective IT solutions and proper execution of RFPs (request for proposals) require strong IT service management systems with streamlined systems for raising and resolving IT issues. Continuous measurement and analysis of performance require well-established ITSM standards. To satisfy the ever-increasing demand of users and customers while maintaining quality is of key importance.

While most companies consider the ITIL structure to be the highest standard of ITSM application, there certain loopholes and faults that one should be aware of while implementing ITSM services within the organization. Planning for ITSM has its own set of challenges and difficulties that must be resolved. Since every industry has unique issues and requirements, ITSM solutions are usually tailored to fit individual companies. Mentioned below are 5 faults or errors that commonly occur while implementing ITSM.

  • The ITSM proposal doesn’t address the main problem. This is one of the most common flaws that occur while implementing ITSM. The main reason for this error is the lack of clarity in deciding the goals of ITSM solution and what the exact problems of the business are. Compiling a list of the various IT requirements by following the MoSCoW (Must have, Should have, Could have, Won’t have yet) method is the way to avoid this mistake.
  • Presence of cultural conflicts. Implementing ITSM platforms requires implementing major changes across all the practices within the organization. If every team member is not on board with these changes, then ITSM implementation will be improper.
  • Not letting go of past strategies and working methods. The solutions and strategies that have worked in the past are to be obviously recorded and analyzed. But Continual Service Improvement is a core foundation of ITIL. Also, your business strategy must take into account the dynamic changes in the industry.
  • Not giving enough time during planning and implementation. Not spending enough time during the planning phase of the ITSM project can lead to unforeseen complications down the line. One must make a clear note of the underlying problem and define a clear long-term solution.
  • Expectations of ITSM are not in line with the core business goals leading to a mismatch of the services expected and those offered.


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