IT Service Management (ITSM) projects have seven key enablers and critical success factors that provide the vision, direction, energy and resources to initiate, sustain and realize their promised benefits. Unfortunately, for many organizations these key enablers can also represent constraints and fatal blockages that paralyze and then terminate their ITSM initiatives prematurely before yielding any benefits. Understanding, managing and eliminating these terminal blockages is critical for a successful ITSM transformation program.
The important question is: “Why do many organizations stumble or fail in their initial attempts at implementing ITSM practices?” The anecdotal reasons given by the organizations that falter varies; but, they are related in the sense that they each represent a failure in a key enabler to achieve transformation objectives.
This paper will exam each of the seven enablers and provide insight into their relative importance and impact on ITSM projects based on Pink Elephant’s research and my personal experience as an ITIL advisor and consultant for the past ten years.
Click here to read the white paper.