Gartner Research

Avoid These 10 Common Failings for Successful ITSM Projects

Published: 14 March 2016

ID: G00295582

Analyst(s): Ian Head, George Spafford

Summary

Well-planned and managed service improvement initiatives deliver benefits beyond efficiency; they win business respect for the clear operational improvement delivered. This research shows I&O leaders how to avoid 10 failings that often damage these essential initiatives, often linked to ITIL.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Avoid These Common Failings for Successful ITSM Projects
    • No. 1: Rigid Adherence to a Single Source of Advice
    • No. 2: Insufficient Attention to Organizational Change
    • No. 3: Poor Linkage of ITSM Improvement to Business Priorities
    • No. 4: Lack of Senior Management Support
    • No. 5: Insufficient Governance, Measurement and Planning
    • No. 6: Organizational Change Capacity Overload
    • No. 7: Ineffective Communications
    • No. 8: Insufficient Agility — "Big Bang" Approaches
    • No. 9: Focusing on Tools Too Early in the Project
    • No. 10: Poor Management of Vendors and Poor Use of Consultants
  • Bottom Line

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