ITSM Best Practices - Invensis Learning

IT service management (ITSM) focuses on integrating IT services with the organization’s overall operations and processes, so it is important to understand ITSM best practices for improving efficiency. Since most of the applications are in some form or the other, IT-related, this is a welcome change in the right direction. According to a recent study, more than 60% of IT experts agreed to the importance of ITSM implementation. They stated that ITSM would be fundamental to achieve organizational goals and overall business objectives in the upcoming years. 

ITSM should ideally be implemented across the enterprise to integrate IT with the overall business processes completely. Certified individuals have the expertise required to manage and execute a successful implementation. Some of the ITSM best practices for companies to keep in mind while implementing service management in their organization to achieve continuous process improvement are listed in the article below.

ITSM Best Practices

Process improvement on an enterprise level is quite difficult. All the teams need to work with their department heads, ITSM professionals, and the board of directors to make sure the entire ITSM implementation process is successful. Some of the best practices to keep in mind while implementing an IT service management framework are:

  • Focus on the end users instead of the processes
  • Prepare for a change in work culture
  • Remember that ITSM implementation is a continuous process
  • Continuous evaluation for continuous improvement
  • Automation of repetitive processes
  • Use available data to create meaningful metrics
  • Focus on integrating the entire organization with the IT department
  • Prioritize certified ITSM professionals

Let us explore each of these ITSM best practices in detail. 

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Focus on the End Users Instead of the Processes

An ITSM process implementation is only successful if the end-users and customers can benefit from it. The whole aim of using IT service management is to create ease of use and integration of processes, applications, and systems in the organization to deliver maximum results. This will benefit the organization and align business goals. The ITSM processes created and implemented should reflect the same.

Prepare for a Change in Work Culture

Implementing ITSM in organizations can be quite the culture change in the company. It can seem overwhelming, and if the employees are not prepared for it, the implementation process will most likely fail. This is why all employees need some form of basic training and understanding of the changes they will have to adapt to once the ITSM framework is implemented. The mindset change can only be brought on when the employees themselves are ready to accept the changes that will be made to the company. Otherwise, it will result in a lot of friction and possibly also lead to a loss of revenue.

Remember that ITSM Implementation is a Continuous Process

IT service management is not an application that can be installed and used. The implementation of ITSM takes a lot of time and effort to complete successfully. This is why organizations need to be patient and break up the entire implementation process into workable segments and then execute each step over time. This can be managed efficiently if the ones in charge of the implementation are qualified professionals. Without proper training, knowledge, and expertise, implementing an ITSM framework can seem like an impossible task.

Continuous Evaluation for Continuous Improvement 

The only way to improve all organizational processes is to evaluate them regularly. After each evaluation, feedback is collected by the ITSM personnel, and he/she should create a complete and thorough report. This report will showcase what is working best for the company and its teams and what the employees are struggling with. ITSM implementation is customized to fit the employee, team, and business needs of each organization. This means that it should be personalized to get the best fit for the company.

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Automation of Repetitive Processes

Most human error that can be easily prevented occurs from manual and repetitive tasks. One can often overlook simple mistakes, which can sometimes lead to significant errors and cause losses. The best way to overcome this problem is to automate. This way, all the menial tasks can be handled by the automation software. The employees and the implementation team can focus on generating results that deliver the most value to the organization.

Use Available Data to Create Meaningful Metrics

There is a lot of data available for ITSM professionals to go through and analyze. This will give them the knowledge and information they need to better understand all the organization’s existing IT processes and services. By understanding what applications, networks, and hardware are used in the company and how they are being used, the ITSM professionals can develop insights and meaningful metrics to help them with the implementation process.

Focus on Integrating the Entire Organization with the IT Department

The IT department and the ITSM professionals need to work together and put in combined effort to execute their ITSM implementation plans. ITSM professionals can work with the IT department to explain and integrate IT services with the rest of the organization. This is necessary to ensure that all the employees receive good customer service and that their concerns are recorded and addressed promptly. Integrating the IT department from the very beginning helps companies generate better insights and improve their overall collaboration in their operations.

Prioritize Certified ITSM Professionals

A recent survey stated that out of all the certified ITSM professionals who participated, 71% of them believed that they knew enough about the businesses they were working with to implement effective change with their ITSM framework. Only 29% of certified individuals felt like they needed more knowledge to make clear and improved changes. 

Organizations should prioritize individuals who have been certified in IT service management. COBIT 2019 and ITIL are some of the most popular and widely accepted certifications available. Once organizations have proof of expertise and knowledge, they will feel more comfortable working and putting someone in charge of their IT services and organizational processes. They will also have more information and knowledge on what practices are suitable for what type of organization, how to scale their processes, and how to manage the overall cultural shift that comes with ITSM implementation.

Final Thoughts

Certifications in ITSM are beneficial for working professionals because they are highly valued in the IT field and can open up many doors to further their careers. Organizations should prefer to work with certified ITSM professionals over their non-certified counterparts because the certification guarantees their knowledge and expertise in the field. The implementation of ITSM processes can be quite difficult, and companies should choose to work with someone who is qualified.

That’s it, folks! I hope you have found this article on ‘ITSM Best Practices’ interesting. If you believe you have what it takes to expand your career scope, then get certified in ITIL certifications which will help you to accelerate your career like never before. Listed below are some popular ITSM certifications that will help you take your career to the next level.

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Jacob Gillingham is an Incident Manager with 10+ years of experience in the ITSM domain. He possesses varied experience in managing large IT projects globally. With his expertise in the IT service management domain, currently, he is helping an SMB in their transition from ITIL v3 to ITIL 4. Jacob is a voracious reader and an excellent writer, where he covers topics that revolve around ITIL, VeriSM, SIAM, and other vital frameworks in IT Service Management. His blogs will help you to gain knowledge and enhance your career growth in the IT service management industry.


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