How to Implement ITSM Process and Workflows?


Implementation of ITSM processes and workflows may seem like a simple task at first. This is because companies consider choosing the best practices as the major workload when installing ITSM processes, but that’s the wrong thought process. Companies need to change their processes every three years on average.

Upgrading is smooth only if the IT vendor has the correct measures and the company has a smooth workflow ITSM process. Implementation is not that easy. Stating your requirements, selecting an IT vendor, choosing from the plethora of services and tools, and then ‘implementing’ is only the groundwork. The main issues come up during the implementation of ITSM processes and workflows.

What is ITSM?

Let’s recap what IT services management stands for. By definition, ITSM is the management of IT services that aids organizations in designing, producing, and delivering their products to their customers, improving business value and growth.

How to Implement ITSM Process and Workflows?

  • If you have implemented ITSM before, recognize the gaps and improvements you need in your IT system. If you are installing ITSM processes, know the early goals and aims of the company. ITSM tools can solve the exact problem you are solving. Therefore, it’s pertinent you understand these elements before implementing ITSM processes. If you already have IT service management in place, audit your ITSM processes and tools to find particular gaps which could better enforce business growth.
  • Implementation of ITSM processes is a step towards automation and digitalization. At times essential stakeholders may not be thoroughly educated about the change, so they tend not to support the company while implementing such processes and workflows. Thus, make sure everyone acquainted with the business and holds some authority must be aware of the changes being made.
  • Outline the main advantages of implementing such ITSM processes and workflows. Use key performance indicators (KPI) and other forms of metrics to prove how ITSM aids business functions. Some ITSM tools have auto-reporting features that will allow the IT team to make regular performance reports that can be tracked to understand how the implementation is working out. If there is an issue, the company can always work on improvements. Some of the performance parameters include infrastructure stability, SLA compliance rate, software utilization rate, etc.
  • Establish a two-end communication between end-users and essential stakeholders. This will allow the team to understand better whether the implementation is advantageous for everyone. End-users of such ITSM processes are the best people to tell you if there are any technical problems with the process or if the goal and aims of implementation are fulfilled with utmost efficiency. This also handles the ‘per 3-year change’ notion. Good communication allows the company to be well educated about any changes in the ITSM processes of the company. This makes the upgrade much smoother.



  • Barry Allen

    A Full Stack Developer with 10+ years of experience in different domain including SAP, Blockchain, AI and Web Development.

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