Issues Facing ITSM Industry

Issues Facing ITSM Industry can be classified under the heads of 4 Ps of ITIL:

People: 

• Extreme internal focus of IT and lack of business understanding. IT is often not able to demonstrate value to business. 
• People need to engage more with business. 
• Communication with business needs improvement. 
• People need to constantly improve the quality of their work and deliverables.
• In many cases lack of leadership capability is having an impact on transforming and professionalizing IT so that new behavior (expected from ITSM process adoption) is embedded in the organization. Lack of management support is also resulting in poorly adopted process culture (or no process culture at all). 

Process: 

• More focus is required on customer interfacing processes and demonstrating ‘value’ from these processes. 
• More focus is required on integration of processes such that benefits are maximized by implementing various processes including ITIL. 
• Theory of adopted frameworks (ITIL, PRINCE2, COBIT, etc.) is not being translated into practice. It has been observed that in many cases the expected value from adoption is often not realized. Organizations refer to ‘implementing’ or ‘installing’ frameworks as opposed to realizing a behavior change.
• Business demands and IT technology capabilities are in constant change. IT lacks the capability to be flexible and ensure continual alignment to business demands. Continual Service Improvement (CSI) is often not in focus when adopting and deploying frameworks. There needs to be more effort and energy in embedding CSI in the culture and behavior at all levels in the organizations. 

Product:

• Need for automation of management, control and facilitation of knowledge capture and sharing.
• Tools are not being adequately used to enable people and processes which can help in greater value creation.
• Tools for strategic processes need to evolve to effectively address the demands of strategic layer of the organization 
• BYOD is becoming a norm globally. ITSM processes have to evolve to effectively address the resulting concern areas. 
• Rapid technology change 

Partner: 

• Today IT organizations have a multi supplier environment. Organizations need to evolve their ITSM to address the intricacies of such an environment. Organization’s ITSM capabilities must broker and manage multiple suppliers and ensure agreements are aligned and properly managed as well.