The Three Myths of IT Service Management

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CA Technologies interviewed staff at a variety of different companies across multiple industries that currently employ CA or competitive IT Service Management (ITSM) solutions. The research used “ethnographic methods” to observe how people work in the real world. The Results: The reality of ITSM is far different than what most IT people think. Here are three commonly believed myths that research shows to be false. Get the download: http://cainc.to/qy7P66

Tecnologia

THE THREE MYTHS of IT
Service Management

We undertook ethnographic research
on how people use IT Service
Management.
• We interviewed staff at a variety of different
companies across multiple industries that currently
employ CA or competitive ITSM solutions.
• The research used “ethnographic methods” to
observe how people work in the real world.

THE RESULTS:
The reality of ITSM is far
different than the
mythological ideal.

MYTH 1: Business users are
comfortable asking the service
desk for support.

REALITY: The service desk is rarely a
business user’s first stop for help.
• Business users can’t connect easily with IT and feel
unplugged from the process.
• Business users don’t speak “IT.”
• They prefer to ask a knowledgeable coworker—the
local “IT helper.”

Myth 2: Today’s ITSM solutions
provide analysts the intelligence
they need to provide the best
service they can.

Reality: ITSM solutions have not
evolved over the years and are too
rigid and process-oriented as well as :
• Focused on Service Level Agreements (SLA), not
success
• Disconnected from end-user needs
• Processes fail to prioritize work logically

MYTH 3: IT organizations have clear
channels of communication to share
business-critical knowledge.

REALITY: Knowledge is a “black box,”
and IT teams struggle to share what
they know.
• Knowledge is locked in silos, such as Excel®
spreadsheets
• Knowledge is not easily shared across teams
• Teamwork is hard to measure (quantity of tickets
closed rather than quality of service) hey know.

Key Take-Aways:
• IT is the option of last resort
• Tools are designed for process, not people
• ITSM has not adapted to an agile world

Learn more about the real world use of ITSM.
ITSM at a Crossroads:What will it take to move IT
Service Management into the 21st Century?
Download Now

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