Has anyone expanded internal ITSM platform over to multiple business units /enterprise wide in the organisation - including handling requests, incidents, workflows, dashboard, catalogs etc. What challenges did you come across?
Sort By:
Oldest
Director / Sr Principal, Global Products and Technology in Healthcare and Biotech9 months ago
Common challenges include standardizing processes across diverse units, ensuring data integrity, and managing varied user requirements. Integration with existing systems, user resistance to change, and maintaining consistent service levels are also common hurdles. Director of Product Engineering in Software9 months ago
In my experience implementing an ITSM platform across multiple business units within our organization, several challenges emerged. Integrating diverse systems and addressing unique departmental needs demanded extensive customization and integration efforts. Managing change was another hurdle; ensuring buy-in and user adoption required thorough training and ongoing support.Maintaining data consistency across units while scaling the platform to accommodate increased demands was a constant concern. Governance was a delicate balance between standardization and allowing flexibility for different units.
Resource allocation, especially in terms of finances and personnel, proved challenging, requiring careful planning and prioritization. Aligning security and compliance across departments was critical, and obtaining executive support was pivotal for successful implementation.
Throughout this process, effective communication, meticulous planning, and a willingness to adapt were crucial in overcoming these obstacles. Continuous monitoring and adjustments ensured a smoother expansion of the ITSM platform enterprise-wide.