{"id":29859,"date":"2024-09-19T09:00:41","date_gmt":"2024-09-19T08:00:41","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=29859"},"modified":"2025-02-26T16:02:17","modified_gmt":"2025-02-26T16:02:17","slug":"itsm-challenges","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/itsm-challenges\/","title":{"rendered":"How to tackle the 5 biggest ITSM challenges"},"content":{"rendered":"

IT Service Management (ITSM)<\/a> can help IT teams to make the most of their available resources, improve transparency, and deliver faster, smoother services. But it certainly isn\u2019t without its hurdles. Here are 5 common ITSM challenges that service desks face and how you can tackle them:<\/p>\n

ITSM challenge 1: Your processes are all over the place.<\/h2>\n

Establishing clear and measurable service desk KPIs<\/a> is essential for overcoming ITSM challenges and improving service quality. Your service desk agents are working around the clock to work through and resolve incidents as they come in. The problem? There’s no consistency in how you solve issues and no documented processes, so you\u2019re reinventing the wheel every time an incident gets logged. This doesn\u2019t just waste valuable time because your agents are starting from scratch with each request \u2014 it can be seriously confusing for end users, who may have a completely different experience with your service desk, depending on the day.<\/p>\n

Solution: Standardize, standardize, standardize.<\/h3>\n

Implementing standard processes for handling incoming requests will save your agents a whole lot of time and headache. As a starting point, you can look into ITSM best practices<\/a> and read up on IT frameworks like ITIL. From there, you can pick and choose elements that work for your organization\u2019s needs. Once you\u2019ve landed on something that works, make sure to document these processes so that all agents are in the know.<\/p>\n

ITSM challenge 2: Your agents are totally swamped.<\/h2>\n

If your service desk agents are dealing with more incidents than they can handle, they don\u2019t have time to think about making continual improvements to your services \u2014 they\u2019re too busy trying to keep the fires out. Response times stay longer than they should, leading to low customer satisfaction. And agents are overwhelmed, putting them at risk of service desk stress<\/a>. It\u2019s a lose-lose situation.<\/p>\n

Solution: Automate your services and keep it moving.<\/h3>\n

If your service desk is dealing with too many requests, service automation<\/a> should be your first port of call. By letting automation take care of straightforward, repetitive requests like password resets, you\u2019ll free up a significant chunk of time for your service desk agents \u2014 and maybe even give them some room to work proactively and make improvements.<\/p>\n

Take the University of Ottawa<\/a>, for example. Since implementing service automation with TOPdesk, they\u2019ve been able to clear more than 45,000 (and counting) service desk tickets without the need for service desk intervention. Now, their service agents have the time to work proactively and troubleshoot issues before they get out of hand.<\/p>\n

ITSM challenge 3: Getting end users on board isn\u2019t easy.<\/h2>\n

Picture the scene: Your IT department has spent time and effort building a brand-new Self-Service Portal (SSP)<\/a> that allows end users to easily log incidents themselves. And with a knowledge base at their disposal, they can even fix simple problems themselves.<\/p>\n

But there’s one problem. Nobody is actually using these tools. Instead, they\u2019re walking up to the IT service desk and asking for help, like they always used to.<\/p>\n

Solution: Communication is key.<\/h3>\n

Implementing ITSM<\/a> is a big change, both for your team and your end users. If you\u2019re struggling to get customers on board with your new way of working, then you first need to look at how you\u2019ve communicated with them up until now. A mass email isn\u2019t going to cut it \u2014 end users need to know what\u2019s in it for them.<\/p>\n

Demonstrating the benefits of ITSM processes through training can be very helpful here. And you can actively reach out to end users for feedback on your service delivery, just like the University of St. Andrews<\/a> did. They used several methods to gather feedback from their end users (including enticing them with free coffee) and saw fantastic results, with an 8% response rate and 100% overall end user satisfaction.<\/p>\n

We have an 8% response rate, and in January 2014 we had 100% overall customer satisfaction.<\/p><\/blockquote>\n

ITSM challenge 4: Your IT team doesn\u2019t get the recognition or resources they deserve.<\/h2>\n

The way that IT departments deliver services can have a huge impact on a business. Let\u2019s face it, most organizations rely on IT to keep their daily business operations running. But unfortunately, many IT professionals feel that their work isn\u2019t being recognized on a management level. In fact, according to a recent survey, 69% of respondents<\/a> said that they feel their efforts aren\u2019t recognized enough by management. And if your organization doesn\u2019t see the value of ITSM, then getting the budget and resources you need to make continual improvements can be an uphill battle.<\/p>\n

Solution: Demonstrate the value of ITSM.<\/h3>\n

ITSM doesn\u2019t just help your IT team to close more support tickets and meet customers’ expectations. It can add a whole lot of value for your organization. But management won\u2019t be able to see that unless you can show them some numbers. TOPdesk\u2019s ROI calculator<\/a> gives you everything you need to justify time, money and resources, so you can turn ITSM skeptics into ambassadors.<\/p>\n

ITSM challenge 5: Service teams aren\u2019t on the same page.<\/h2>\n

Because ITSM is all about creating value for the organization as a whole, your IT team has to be connected to the rest of the business. Think about a process like onboarding a new employee. This process requires collaboration between multiple departments, including HR, IT and maybe even Facilities Management. But working together with these other departments can be a real struggle if you\u2019re using totally different processes and you\u2019re working across different tools.<\/p>\n

Solution: Bring service teams together with ESM.<\/h3>\n

To be able to deliver the best services possible, service departments have to find some common ground. This is where ESM comes in.<\/p>\n

Enterprise Service Management (ESM) basically means extending principles to enable better service delivery for teams like HR, Facilities, and Finance. For some organizations, this means using a common ITSM platform to process calls. For others, like Utrecht University<\/a>, service departments create a single point of contact for their customers. And some take it a step further by aligning all service departments\u2019 processes in a shared approach.<\/p>\n

Want to learn more about the benefits of ESM<\/a>? Check out our handy guide.<\/p>\n

Give your ITSM implementation a head start with TOPdesk<\/h2>\n

With over 25 years’ worth of ITSM implementations under our belts, we\u2019ve seen it all \u2014 from messy processes to service teams working in silos. Our easy-to-use ITSM software combined with our experts\u2019 best practices, has helped thousands of organizations like yours overcome their ITSM challenges.<\/p>\n","protected":false},"excerpt":{"rendered":"

ITSM helps IT teams to deliver faster, smoother services. But it\u2019s not always plain sailing. Read this blog about the 5 top ITSM challenges that service desks face. <\/p>\n","protected":false},"author":370,"featured_media":30186,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-29859","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28080,"blog_hubspot_cta_link":{"title":"Discover our software","url":"https:\/\/www.topdesk.com\/en\/products\/it-service-management-platform\/","target":""},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nITSM Challenges: Overcoming IT Service Management Hurdles<\/title>\n<meta name=\"description\" content=\"Explore top ITSM challenges faced by organizations and discover effective solutions to improve IT service management. 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