{"id":3044,"date":"2019-03-26T09:21:11","date_gmt":"2019-03-26T09:21:11","guid":{"rendered":"http:\/\/www.nsquareit.com\/blog\/?p=3044"},"modified":"2019-03-26T09:21:11","modified_gmt":"2019-03-26T09:21:11","slug":"common-complaints-itsm-theyre-bunk","status":"publish","type":"post","link":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/","title":{"rendered":"The Most Common Complaints About ITSM, and Why They&#8217;re Bunk"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Behind every successful business, there is a good team of employees and behind every good business team is an efficient IT service team! Why is IT service important to a company? In the simplest of terms, it automates and streamlines business processes, reduces manual effort, saves time and improves profits. It is as important to a business as infrastructure or employees are.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For this very same reason, management of IT services is also a necessity for today\u2019s businesses. Just as resources are managed using Enterprise Resource Planning (ERP) systems, IT services within a firm are managed by a set of processes called <\/span><span style=\"font-weight: 400;\">Information Technology Service Management<\/span><span style=\"font-weight: 400;\"> or <\/span><a href=\"https:\/\/freshservice.com\/itsm\"><span style=\"font-weight: 400;\">ITSM<\/span><\/a><span style=\"font-weight: 400;\">. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> enables the creation, implementation and management of IT services such that they have the same goals as that of the business. It bridges the gap between the IT team and the business. People, business processes and IT services are integrated in such a way that work progresses faster, smoother and more efficiently. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Despite all these obvious benefits, there are a few fears and complaints that are raised about <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\">. Many of these are due to an insufficient understanding of <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\">, <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> frameworks and <\/span><span style=\"font-weight: 400;\">ITSM tools<\/span><span style=\"font-weight: 400;\">. Here are some of such complaints and the reasons why they have no standing in reality.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>In-house IT service approach would be better than ITSM frameworks<\/b><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">It is true that companies can manage to run their businesses without adopting <\/span><a href=\"https:\/\/freshservice.com\/itil\"><span style=\"font-weight: 400;\">ITIL<\/span><\/a><span style=\"font-weight: 400;\"> or any other <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> framework. They can develop their own set of unique procedures for their IT service flows. But a considerable amount of effort and time would be consumed by such an attempt which could otherwise be spent on furthering the business. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> best practices listed in the well-known frameworks have been developed over the years. They carry within them the lessons learnt from successes and failures during implementation across several businesses. It would be difficult for the IT service approach developed in-house to match up to these existing standards, let alone be better.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>Implementation of ITSM frameworks doesn\u2019t deliver results<\/b><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Organizations face such an issue when they try to implement <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> frameworks without understanding the spirit behind <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> best practices. These are only a set of recommendations to make processes smoother, not a rigid set of rules to be forcefully implemented. Companies that make this critical mistake end up wasting their money, time and effort. Employees would find it difficult to understand the logic behind a long and convoluted process. As a result, each would find their own way around it, creating chaos and confusion.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So ideally the first step before purchasing an <\/span><span style=\"font-weight: 400;\">ITSM tool<\/span><span style=\"font-weight: 400;\"> is identifying the business requirements. Based on these, processes can be adopted and modified from the <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> frameworks on a need basis. Any irrelevant or cumbersome process can be discarded. If another <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> framework contains processes that better suit the company in a particular area, those can be adopted instead.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>Directly contacting the \u201cIT guy\u201d is better than going through the IT service desk<\/b><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Incident management or troubleshooting by raising \u2018tickets\u2019 is an important feature of <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> practice. IT service desk is envisioned as \u201cthe single point of contact\u201d between the IT team and the other employees of the organization. However, some employees feel it is better to directly approach any one of the IT employees rather than go through the service desk. They may think that it brings a personal touch to interactions which would help get faster results. But such an approach should not be encouraged as it delays the system stabilization. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The ticketing system is an important feature in <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> best practices approach which guarantees that all service requests and complaints are processed through a single window. The advantages are many. When an employee raises a ticket, the issue is automatically allotted based on the nature of the trouble to the IT team member concerned. It brings accountability and traceability. Instead of giving temporary fixes, the root cause can be identified and an enterprise-wide solution can be delivered.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>Following ITSM protocol is laborious and time-consuming<\/b><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">During the initial days after implementation, <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> procedure may seem cumbersome for employees. However, in truth it makes processes smoother and more robust. The advantages become evident in the long run.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> best practices help align IT services to the requirements of the organization. IT has evolved as a service rather than simply a technology-oriented operation. The traditional IT service procedures involved employees and IT team fixing problems on the go. Such a reactive approach led to issues springing up in unexpected places and the IT services were always on a \u2018fire-fighting\u2019 mode. The inefficient procedures have now been replaced with the standardized approach of <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> which brings traceability, accountability and repeatability.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>De-centralizing IT services when there is already an IT department within the company is foolish<\/b><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Traditional IT approach required all solutions to be developed in-house by the company\u2019s IT team. It meant that to implement any new technology within the firm, the organization had to train and equip the resident IT team or recruit new employees who have experience in that sector. Even if there was a capable IT team within the organization, but located in a different office or zone, their expertise could not be tapped due to an emphasis on centralized operations. As a result, updates were stalled and expenses for the same sky-rocketed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the distributed approach <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> best practices brought, it became possible for businesses to temporarily engage IT expertise for specific areas in which their IT team was not adept. Not only does this improve the quality of services, but it also brings down the overall expenditure.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>The onus of implementing ITSM rests on the IT department alone<\/b><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">After investing in an <\/span><span style=\"font-weight: 400;\">ITSM software<\/span><span style=\"font-weight: 400;\"> and implementing an effective combination of practices, some organizations think they can sit back. They expect the IT team to ensure that everything goes according to the laid out plans. But this is not the case. A successful <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> implementation is an ongoing process supported by all the employees within the firm.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even the best <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> framework fitted out by the best <\/span><span style=\"font-weight: 400;\">ITSM tool<\/span><span style=\"font-weight: 400;\"> can fail if the people do not take to the approach and continue operating in their own ways. So it is critical to understand not just the business processes, but also the employee attitudes and culture of the organization before bringing in an <\/span><span style=\"font-weight: 400;\">ITSM<\/span><span style=\"font-weight: 400;\"> framework. It is not enough to give generic trainings to the employees and expect things to work out. Both business and IT teams should collaborate right from requirement gathering stage until the processes are stabilized post implementation.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Behind every successful business, there is a good team of employees and behind every good business team is an efficient IT service team! Why is IT<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":3043,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-3044","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Most Common Complaints About ITSM, and Why They&#039;re Bunk - NSquareIT<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Most Common Complaints About ITSM, and Why They&#039;re Bunk - NSquareIT\" \/>\n<meta property=\"og:description\" content=\"Behind every successful business, there is a good team of employees and behind every good business team is an efficient IT service team! Why is IT [\u2026]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/\" \/>\n<meta property=\"og:site_name\" content=\"NSquareIT\" \/>\n<meta property=\"article:published_time\" content=\"2019-03-26T09:21:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018-1024x683.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"683\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"NSquareIT\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"NSquareIT\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/\",\"url\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/\",\"name\":\"The Most Common Complaints About ITSM, and Why They're Bunk - NSquareIT\",\"isPartOf\":{\"@id\":\"https:\/\/www.nsquareit.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018.jpg\",\"datePublished\":\"2019-03-26T09:21:11+00:00\",\"dateModified\":\"2019-03-26T09:21:11+00:00\",\"author\":{\"@id\":\"https:\/\/www.nsquareit.com\/blog\/#\/schema\/person\/89a9a31d0938ea47d70306bdaca33a05\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#primaryimage\",\"url\":\"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018.jpg\",\"contentUrl\":\"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018.jpg\",\"width\":5184,\"height\":3456},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.nsquareit.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"The Most Common Complaints About ITSM, and Why They&#8217;re Bunk\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.nsquareit.com\/blog\/#website\",\"url\":\"https:\/\/www.nsquareit.com\/blog\/\",\"name\":\"NSquareIT\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.nsquareit.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.nsquareit.com\/blog\/#\/schema\/person\/89a9a31d0938ea47d70306bdaca33a05\",\"name\":\"NSquareIT\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.nsquareit.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/2aae590fac1e32352c6d1b917eddfd683ad5bd50d4f06fa2977d04850bd5032b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/2aae590fac1e32352c6d1b917eddfd683ad5bd50d4f06fa2977d04850bd5032b?s=96&d=mm&r=g\",\"caption\":\"NSquareIT\"},\"url\":\"https:\/\/www.nsquareit.com\/blog\/author\/digitaladmin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"The Most Common Complaints About ITSM, and Why They're Bunk - NSquareIT","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/","og_locale":"en_US","og_type":"article","og_title":"The Most Common Complaints About ITSM, and Why They're Bunk - NSquareIT","og_description":"Behind every successful business, there is a good team of employees and behind every good business team is an efficient IT service team! Why is IT [\u2026]","og_url":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/","og_site_name":"NSquareIT","article_published_time":"2019-03-26T09:21:11+00:00","og_image":[{"width":1024,"height":683,"url":"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018-1024x683.jpg","type":"image\/jpeg"}],"author":"NSquareIT","twitter_card":"summary_large_image","twitter_misc":{"Written by":"NSquareIT","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/","url":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/","name":"The Most Common Complaints About ITSM, and Why They're Bunk - NSquareIT","isPartOf":{"@id":"https:\/\/www.nsquareit.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#primaryimage"},"image":{"@id":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#primaryimage"},"thumbnailUrl":"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018.jpg","datePublished":"2019-03-26T09:21:11+00:00","dateModified":"2019-03-26T09:21:11+00:00","author":{"@id":"https:\/\/www.nsquareit.com\/blog\/#\/schema\/person\/89a9a31d0938ea47d70306bdaca33a05"},"breadcrumb":{"@id":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#primaryimage","url":"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018.jpg","contentUrl":"https:\/\/www.nsquareit.com\/blog\/wp-content\/uploads\/2018\/03\/apple-business-computer-392018.jpg","width":5184,"height":3456},{"@type":"BreadcrumbList","@id":"https:\/\/www.nsquareit.com\/blog\/common-complaints-itsm-theyre-bunk\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.nsquareit.com\/blog\/"},{"@type":"ListItem","position":2,"name":"The Most Common Complaints About ITSM, and Why They&#8217;re Bunk"}]},{"@type":"WebSite","@id":"https:\/\/www.nsquareit.com\/blog\/#website","url":"https:\/\/www.nsquareit.com\/blog\/","name":"NSquareIT","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.nsquareit.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.nsquareit.com\/blog\/#\/schema\/person\/89a9a31d0938ea47d70306bdaca33a05","name":"NSquareIT","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.nsquareit.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/2aae590fac1e32352c6d1b917eddfd683ad5bd50d4f06fa2977d04850bd5032b?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/2aae590fac1e32352c6d1b917eddfd683ad5bd50d4f06fa2977d04850bd5032b?s=96&d=mm&r=g","caption":"NSquareIT"},"url":"https:\/\/www.nsquareit.com\/blog\/author\/digitaladmin\/"}]}},"_links":{"self":[{"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/posts\/3044","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/comments?post=3044"}],"version-history":[{"count":1,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/posts\/3044\/revisions"}],"predecessor-version":[{"id":4517,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/posts\/3044\/revisions\/4517"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/media\/3043"}],"wp:attachment":[{"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/media?parent=3044"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/categories?post=3044"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.nsquareit.com\/blog\/wp-json\/wp\/v2\/tags?post=3044"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}