Three ITSM traps to avoid

KPMG creates ITSM solutions powered by ServiceNow to help businesses achieve their objectives while avoiding common IT pitfalls.

Greg Horvath

Greg Horvath

Managing Director, CIO Advisory, KPMG US

+1 414-226-1183

A thoroughly planned ITSM solution from KPMG can help your company avoid common pitfalls and achieve its objectives.

Even the top-performing IT decision-makers can use powerful reminders to help choose the IT service management (ITSM) platform that can meet their organization’s particular needs. The implementation method is equally as important. With the right platform and implementation, IT leaders can avoid three common pitfalls and see immediate benefits.

  1. Platform meets technology but not business requirements.

    Basic technology requirements include a modern core service management foundation that improves stability, consistency, and efficiency while lowering costs. Your ITSM platform should also support the business. It should have well-defined services that engage users so they can easily fulfill requests. It should drive business results at market speed—from incident to request and request to fulfillment. For example, a platform that addresses a manufacturing service tech team’s system access issue prevents an entire production line from halting. Your platform should enable governance models to control who can access what. It should also include a roadmap to help plan and prioritize future service management abilities within IT and across the business. Platforms such as ServiceNow are built on an industry standard Information Technology Infrastructure Library-based framework. This allows organizations to immediately begin the journey to ITSM maturity.

  2. Implementation focuses on technology but skips evaluating processes and user experience.

    A major implementation step is considering the user experience during platform design and migration. This step helps determine employee-centric self-service processes that provide a positive experience. Imagine the possibilities if employees could request similar services across the business from one easy-to-use menu. Training and change management are also critical so employees understand how new methods and technology affect their jobs.

  3. Reimplementing yesterday’s capabilities on today’s technology.

    When faced with pressures to rapidly implement new ITSM technology, a common pitfall is to use legacy system criteria and capabilities to design and configure an ITSM platform replacement. ITSM leaders should develop future capabilities that support emerging areas such as DevSecOps, cyber, and cloud-provision services. They must design ITSM areas such as configuration management, IT change management, and release management with future capabilities in mind to avoid reimplementing yesterday’s capabilities on today’s ITSM technology platforms. ITSM leaders should prepare to address an emerging dynamic—extending beyond traditional IT services so ITSM can support a broad array of back-office functions. As the ITSM platform scope expands, so will the need to manage and govern new stakeholders that can increase the benefits your ITSM investment generates.

Organizations must choose the ITSM tool that meets their growing needs. It should use industry-leading implementation processes as well as skilled, experienced people for support. These organizations are more likely to build technology and business productiveness for the long term—and appreciate their IT team even more.

Learn more about how KPMG can help you avoid common pitfalls and get more from your ITSM.