How do you govern ITSM in such a complex environment? Consolidate, but tolerate autonomy? Consolidate, but leverage only one integrator? We're a large organization of 100k humans, spanning 400 sites, nearly every country, with multiple Service Now instances for HR, IT, Budget, and Procurement across CONUS and OCONUS. We handle millions of transactions annually, but we're grappling with cross-instance integrations and the velocity of bringing change into operation. Centralization added complexity, risk, and hindered new capabilities. Scoped applications have note simplified transfers of workflows. Autonomy looks promising but raises concerns about consistency. What's your approach, and what are the pros and cons you have experienced? Do your integrators appear to sabotage other integrators? Has anyone found utopia in this topic?
Sort By:
Oldest
Vice President - Strategy, Digital and Innovation (SDI) in Bankinga year ago
A flexible and adaptive approach that balances centralization and autonomy is necessary for ITSM in a complex environment since there is no one solution that could fit all. It requires continuous evolution to address the needs of the organization.CIO / Managing Partner in Manufacturinga year ago
Agreed you have a very complex environment, and as suggested I would definitely start with a holistic look at your data architecture which will feed everything not just ITSM.With that degree of complexity you probably need to consider some sort of centralized approach to integration through something like Mulesoft or similar, and developing some inhouse capabilities.
But solving for ITSM before solving for organisational design is putting the cart before the horse. Although you have not stated it, for sure such an organisation is already organised as several legal entities with different cultural, legal and compliance contexts leading to distinct processes. If not, this is precedent to solving the ITSM problem.
Beyond that, I would customize a common UI framework and a minimal set of Common Services delivered by all the departments working together. This would be the only centralised part. Beyond that, allow the Departments to work with a single “Centre Head” at a collection of one or more locations to add the local perspective to departmental processes.