Red Flags in ITOM Implementation: Engaging Customers and Overcoming Challenges

Stope and read this before implementing ServiceNow ITOM

Implementing IT Operations Management (ITOM) can be a complex process that requires active engagement from the customer’s ITOM process owner. Unfortunately, there are certain red flags that indicate a lack of involvement and enthusiasm, hindering the success of the implementation. In this article, we will explore some common red flags and propose strategies to address them effectively.

1. Lack of Engagement from the ITOM Process Owner: One of the most significant red flags in ITOM implementation is when the customer’s ITOM process owner displays disengagement. Regardless of whether it involves Discovery, Event Management, or CPG (Cloud Provisioning & Governance), the capability requires active ownership and governance. When phrases like “it’s not my tool” or “I’m being told to use this” are heard, it indicates resistance to change. At this point, it becomes evident that the customer will require more support than initially anticipated.

2. Implementation Led by the Wrong Team: Another red flag arises when the implementation of ITOM is led by the wrong team within the organisation. In most cases, customers have already implemented IT Service Management (ITSM), making ITOM the next logical step in their maturity journey. However, if ITSM leads take ownership of the ITOM implementation without proper collaboration and communication with the Operations (Ops) team, issues may arise. Cultural differences and collaboration challenges between Service and Ops can hinder the project’s progress or result in a solution that is not fit for purpose. It is crucial to involve the Ops team early on and grant them the required ownership for successful organisational change management.

3. Competing Initiatives and Priorities: Organisations are constantly undergoing change, and it is essential to prioritize initiatives effectively when faced with competing projects. Pushback from customers due to competing initiatives, such as PEN testing or audits, can indicate a potential hurdle in the implementation process. Understanding and addressing these conflicting priorities will be vital to ensuring a smooth and successful ITOM implementation.

4. Underestimating the Effort Required: The phrase, “It’s easy, I’ve done this loads of times before,” is a common underestimation of the effort required to implement ITOM successfully. Implementing a comprehensive ITOM solution involves various intricacies that should not be overlooked. It is essential to approach the implementation with the appropriate level of planning and dedication to ensure its success.

5. Lack of Security Engagement: ITOM integrations with other tools often require sign-off from the security team. Failure to engage with the security team during the implementation phase can lead to significant roadblocks. Each organisation has its own security setup, ranging from dedicated teams to limited resources. However, neglecting to involve the security team can create obstacles and jeopardise the integration process. Proactive engagement with the security team is crucial for a smooth ITOM implementation.

6. Insufficient Resourcing: Insufficient resourcing is a common red flag in ITOM implementations. It is important to recognise that ITOM is not just a “tool” but a platform that can drive the entire business. Customers sometimes overlook the need for dedicated administrators to manage the ITOM applications, resulting in a neglected and obsolete solution. Adequate planning and budgeting for the right resources from the beginning can ensure the long-term success and sustainability of the ITOM implementation.

Identifying and addressing red flags early in the ITOM implementation process is essential for a successful outcome. By actively engaging the ITOM process owner, involving the right teams, managing competing priorities, acknowledging the effort required, engaging security, and allocating sufficient resources, organisations can navigate these challenges effectively. Remember, a well-executed ITOM implementation can lead to enhanced operational efficiency and improved business outcomes.