The following guest post was provided by Erin Palmer on behalf of the online IT service management programs from Villanova University. Fore more info, check out Villanova online education courses.

Despite large amounts of data and case studies singing the praises of ITSM, there are still managers reluctant to adapt to a change toward an ITSM system for a variety of reasons, including:

           Time:  Managers generally think in the time frame of quarters, not six months or more.

           Risk:  Managers see too much risk in a process where results may not be immediate.

           Cost:  Cost benefit analysis may be a hard sell since initially the investment cost may be significant and the ROI will take place over time.

Knowing some of the challenges you might face can help you plan your presentation in a way that brings about a deeper understanding of the potential profitability ITSM has to offer. Consider adding several of the following points to your strategy:

Show specifically how ITIL is worth the investment

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Work closely with managers to collect data across divisions or departments to show how streamlining your processes, preparing more precise data, and decreasing redundancy can help promote better client satisfaction and increased profitability. Be as specific as possible.

Generate a buzz

Circulating case studies that are relevant and inspiring can help you get management on board since they will be able to see numbers of other companies that have been successful implementing ITSM. Setting up a meet and greet or other formal meeting with a certified ITIL or ITSM professional who mentors companies through the process might also be an option to keep the discussion with management moving forward.

Prepare a Solid Time Line

Be sure your plan includes a detailed outline and specific indicators you will use to monitor success and change. If your plan includes a specific timeline for the implementation of change and when desired results should be achieved, there is a stronger chance that management will be able to see why and how immediate results are not a key component of ITSM success. Showing management that you have already planned for potential problems and addressed the process with the highest importance placed on minimizing outages and other client inconveniences, will help build trust in your plan.

Have a Clear Communication Plan in Place

Management wants to know that the business will not suffer in the process of change. Be sure that your plan clearly articulates how and when you will communicate to all constituents who will be affected by the change. If training is involved, be sure your timeline includes how you will communicate and present that part of the process.

Even though managers can often see the profitability in an ITIL adaptation, they are reluctant to get on board because there are a variety of risks involved. If you know these common aspects of resistance ahead of time, then you can address them in your plan with details that will hopefully address major the concerns. With a skilled communication strategy, careful planning, and persistence, you just might be surprised at the results.

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