Benefits and risks of ITSM

ITSM is no longer the need of the hour. The tool is needed for the entire journey of your business. However, like everything else, ITSM has limitations that have a scope of improvement. 

So, the benefits and risks of ITSM are as follows:


  1. Increased operational outputs: By using the best features of ITSM, the resources at your disposal can be used for maximum efficiency and this, in turn, improves workflow significantly. 
  2. Improve company productivity and employee performance: ITSM tools improve operational efficiency, and this reflects team effectiveness. All these together positively influence the services of the organization.
  3. Monetary relief: One fantastic benefit of ITSM is- cost reduction. IT companies are known to spend a lot, and ITSM can reduce this considerably by automating processes. Once the manual procedures are automated, employees can use them on other processes as per their skills. 
  4. Controls risks attached to change management: ITSM helps maintain strong communication with stakeholders and customers while implementing changes.
  5. Enhanced visibility: ITSM works like a tracker which shows what targets have been achieved and which haven’t. It gives better respect for staff and process management. 


  1. Change is constant: ITSM frequently causes a shift in how many IT companies work and how the IT organization is structured. People are resistant to change—period! Some people may not want to modify an organization’s current methods because they believe the status quo is good. Such reluctance can create a chaotic environment and obstruct successful implementation and acceptance inside the organization.
  2. No Executive Support: ITSM deployment necessitates executive commitment and prioritization. You will need the full support of the executive team for the implementation to succeed. This is frequently not the case due to apathy or other priorities. It is vital to involve senior management and ensure that their vision and strategy guide ITSM implementation.
  3. The Big Bang Theory does not hold water: It is generally dangerous to plan to implement and integrate service management approaches all at once, with a huge bang. Due to the complexity of the implementation cycle, implementing everything at once without demonstrating any benefits may result in a complete lack of organizational support.
  4. Is the business case shaky? To execute the programmed service management program, you must have a solid business case. To gain organizational support, communicate your program’s practical and intangible benefits in measurable value.
  5. Do you have the apt service management tools in place? This could be due to excitement but organizations chose the tools and platform suite before zeroing down on their business requirements. When you commit to a tool before assuring an explicit knowledge of needs and IT imperatives, there is inflexibility, process constraint, and frequently mismatched expected advantages.