Is your ITSM solution right for you?

When IT Service Management (ITSM) is done correctly, it allows your business to thrive, your employees to feel empowered, and leaves you confident that you're delivering the maximum value from your IT tools.

Yet, many organisations are still sticking to traditional ITSM principles that no longer meet the changing needs of a modern business.

Now more than ever, organisations need to adapt to the rapid pace of digital transformation—and your ITSM strategy is no different.

To truly deliver excellent service to your customers, your organisation needs to move beyond traditional ITSM processes that not only slow down the resolution of tickets, but also inhibit collaboration.

If your ITSM set up includes any of the following, it may be time to switch up your process.

Is your service management system up to scratch? When a ticket comes in, where does it go first and how many people does it go through before the issue is fixed? As tickets get sent through multiple ‘tiers’ resolution time is increased, and often information is lost along the way.

Organisations that are leading at customer service are able to resolve tickets both quickly and to a high standard. With a fixed hierarchy this is much harder to achieve. 

Avoid hierarchy headaches and choose a service management system, like Jira Service Management, an ITSM tool that can be tailored to meet your organisation's specific needs.

When your teams and individuals have fixed job responsibilities and strict task lists, it often leads to siloed teams that each have a narrow focus.

When individual teams are only working within their specific sections of the organisation, this prevents regular communication with other departments across the business. Therefore, a single team may not have enough context when trying to resolve tickets.

Without the right context, issues may take longer to fix. By not having the full picture, the solution might not be the right one for that particular customer.

Legacy ITSM tools are often more rigid and harder to customise. When you’re trying to adapt to the changing market—which is essential for modern ITSM—using old and inflexible tools can provide many blockers.

The other main issue with many legacy ITSM tools is that they won’t usually link up with the tools your developers are using. This means there is an extra step before the ticket can be added to the developer backlog.

As tickets are moved between programs, visibility can be lost and the customer is left waiting for a resolution.

Sharing knowledge across your business can be much harder if you are using traditional ITSM tools. These tools will generally go no further than article dumps and creating documentation. With tonnes of information to sift through, this often leaves your employees feeling overwhelmed, not empowered.

With modern ITSM, knowledge management is shifted from ‘go find it’ to ‘come and ask me’. Peer-to-peer knowledge sharing becomes key and discussions are encouraged.

By switching to a more collaborative approach, everyone across your organisation is able to quickly get the answers they need—forming strong connections across departments in the process.