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ITSM implementation advice for the small business IT owner

IT service management (ITSM) is a process-based practice intended to align the delivery of IT with the needs of the organization and its customers. While ITSM best practices are typically

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geared toward the enterprise, our recent SearchCIO tweet jam conversation about ITSM implementation offers valuable advice for the small business IT owner.

Joined by Derek Lonsdale, an IT transformation leader and Lean expert at PA Consulting Group, tweet jam participants grappled with common ITSM topics' pain points and offered recommendations for IT leaders on the cusp of ITSM implementation.

Particularly relevant to SMB CIOs was the discussion that unfolded in response to the question, "What are the biggest mistakes IT organizations tend to make in implementing ITSM?" Lonsdale kicked off the conversation with a four-part response:

IT departments without a true eye on the needs of their business partners -- who are more focused on "Look what we can do!" than "Here's how we can help you!" -- spell IT service management disaster for organizations. Other tweet jam participants advised small business IT owners to take appropriate measures to avoid common ITSM implementation mistakes, including one very important reminder:

Still confused about where to start or what to focus on in an ITSM implementation? Begin by approaching ITSM from a business perspective rather than as an IT owner. Here are some more what-not-to-do's and ITSM implementation blunders to avoid from our tweet jam participants:

It all boils down to Lonsdale's initial advice: ITSM success comes with putting aside service implementation for the sake of IT, and instead focusing on business priorities. Do you agree or disagree? Have you experienced ITSM hang-ups? Please let us know what you think in the comment section below.

Want to join our next SearchCIO tweet jam? Save the date: Sept. 25, 2013, at 3 p.m. EST.

This was first published in August 2013

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Expert Discussion

Did you struggle with ITSM implementation?

. Emily McLaughlin, Assistant Site Editor
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