Why is your organization buying new IT service management (ITSM) tools? If they are trying to fill a gap in requirements or reduce the cost of ownership, the purchase may be a good decision. However, if the organization is struggling to deliver efficient and effective service, buying technology won't solve the underlying problem. It is an easy answer that will not have the intended payoff.
Prior to purchasing the new tools, a true understanding of the root cause of the service issue is required. If there is a process issue, the process will not be fixed just because new tools are introduced. Technology should support service delivery. The processes need to be reevaluated and corrected prior to a tool implementation. Otherwise, the organization will have the same issue after the new tool is introduced only now, it will be worse. Valuable time and money were spent to purchase a tool with little benefit. The IT staff will look at this purchase as a management failure rather than a win.
If the organization’s processes are strong but challenges still exist with delivery. The root cause may be related to individuals or teams that do not support the process or various initiatives. A review of metrics and/or conversations with team members should surface ‘people’ related issues. Challenges relating to ‘people’ are much tougher to address. Conversations must take place to fully vet the issues and determine the next steps. It could be as simple as a communication issue or as complex as a performance issue.
If you are making an ITSM tool purchase, take a step back to consider why this purchase is important. Is this purchase key to your success in delivering service and meeting expectations? Why? If the answer to these questions involves solving today’s service delivery problem, ensure your processes are reviewed and refined and ‘people’ related issues are addressed prior to the implementation.