Don't Blame the Tool - Service Management Leadership

If an ITSM or ITAM tool implementation is unsuccessful, it’s not because of the tool.

These tools are the best they’ve ever been and are improving all the time.

If an implementation is unsuccessful, it’s because of the service provider (implementer) or service consumer (client), not what’s being consumed (tool).

Getting calls after unsuccessful implementations, my questions usually are:

– what has leadership done to ensure success?
– were all stakeholders involved and engaged?
– were processes, procedures, and work instructions built for the users to be successful?
– how was the CMDB scoped?
– what governance was put in place?
– was discovery working well?
– what type of knowledge transferred and documentation created?
– was the tool implemented similarly to how the implementer has implemented the last few?

The tool implementations are transformations and have so much that can go wrong.