Multimatics Insight

5 Signs Your Organization Needs ITSM Implementation

5 Signs Your Organization Needs ITSM Implementation

Nowadays, many changes and improvements in technology heavily affect how the organization operates its technology. However, many also don't have the proper capabilities and knowledge to support organizations against these changes. Thus, IT Service Management (ITSM) implementation should be prioritized.

Only 8% of organizations operate with a very high level of maturity and fully-optimized ITSM technology.

How do you know if your organizations have yet implemented ITSM or not? These are five signs that your organization needs ITSM implementation!

1. Both employees and customers aren't accustomed to automation

Employees still conduct manual work in most tasks, while customers aren't fully adapted to automation processes. According to a survey from InformationWeek and TeamDynamics in 2022, 41% of organizations named the lack of automation as the second most common challenge in implementing ITSM.

2. IT issues withdrawn employees from finishing their tasks

Employees heavily rely on IT systems to do their work. On the other hand, the IT systems are mostly outdated, which causes issues and mishaps in carrying out simple tasks. Employees ended up spending more time in resolving the IT issues than finishing their tasks.

3. Organization is at high risk of business inefficiency

Organizations are doing more work than they can actually produce. Employees' productivity and IT operations are increasing while services or product' quality is decreasing and lack of focus in customer-centric service delivery. This situation costs organizations more time and money and is at high risk of business inefficiency performance.

4. Teams are struggling with change management

Changes in organizations aren't fully tracked and implemented in every sector. When changes are being made, whether on a small or large scale, there is still a possibility that these changes affect the organization's overall workflow. Improper change management can badly affect the organization's performance.

5. Organization doesn't have an Incident Management Plan

When unexpected incidents occur, organizations struggle to resolve them and spend more time in restoring and functioning their current IT systems. These unexpected incidents also reduce the organization's productivity and service delivery quality.

ITSM is crucial for organizations' development and resilience against the disruptive business environment. It's never too late to launch your first ITSM blueprint or evaluate your ITSM's performance to increase your competitive advantages and deliver value-oriented services for your customers.

Successful ITSM is crucial to companies’ business values. Yet, many of them haven’t realize the performance of their organizations and tend to put aside the urgency. ITSM is highly impacted the processes and procedures optimizing the use of technology and the services built around it. These companies have remarked successful implementation of ITSM for improving their competitive advantages in disruptive era.

4 Companies Examples That Succesfully Implement IT Service Management!

1. Microsoft: Engage in Customers for High-End Experience

In the early 2000s, Microsoft was experiencing a dynamic changes from a bureaucratic corporation to an innovative collaborator focusing more on its partnerships and customers. Microsoft started to build new products aligning with customers’s demand, providing broader access to technology and empowered high-end customer experience.

2. Netflix: Integrating Change Management to the Digital Future

Netflix proved that a disruptive business can adapt to the digital world. It reinvents from the basic movie rental to online movie streaming to the customers don’t have to wait too long for their movie to arrive in mail. Netflix successfully implemented change management to meet the needs of the consumers that aligned with technology advancement.

3. Toyota: Rooting for Knowledge Management

Toyota differentiates between explicit and tacit knowledge. Explicit knowledge is data, instructions, and procedures that can be captured in words and numbers. Tacit knowledge is gained through experience and mostly embedded in experts. This method enables company to produce continuous knowledge transfer while meeting with customers’ demands.

4. Tesla: Improved Technology for Continuous Service Innovation

Mostly known for its dynamic and complex work environment, Tesla applies the best continuous improvement processes, focusing on data-driven model. Tesla uses technology to create a virtuous circle between customer service and continuous improvement, which resulted in many committed customers to elevate its business value.

Evolving in dynamic business environment requires more than advanced technology. It needs continual innovations and dynamic configurations between teams to ensure organizations’ capability to deliver business value to the customers. Therefore, ITSM is the key for organizations in build, design, and improve technology for high-end customer experience.


Gacenga, F., Cater-Steel, A., & Toleman, M. (2010). An international analysis of IT Service Management benefits and performance measurement. Journal of Global Information Technology Management, 13(4), 28–63.

Iden, Jon. Tom Roar Eikebrokk. (2013). Implementing IT Service Management: A systematic literature review. Norwegian School of Economics, Helleveien 30, N-5045 Bergen, Norway. University of Agder.

Marrone, M., & Kolbe, L. M. (2011). Impact of IT Service Management Frameworks on the IT Organization. Business & Information Systems Engineering, 3(1), 5–18.

McBride, N. (2009). Exploring service issues within the IT organization: Four mini-case studies. International Journal of Information Management, 29(3) 237–243.

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