IT Governance

To Get the Best Out of ITSM, Consider These Pros and Cons

ITSM has several frameworks—ITIL, COBIT, the Microsoft Operations Framework (MOF), The Open Group Architecture Forum standard (TOGAF), etc. Not all frameworks, methodology, or standards can suit your organizational needs. In this article at, Maria Thomas discusses ITSM pros and cons before you adopt any.

Benefits and Challenges of ITSM Adoption

ITSM approaches are different. While ITIL is a guidance framework, ISO/IEC 20000 is a service management standard and COBIT is a methodology. Also, with recent industry leanings towards digital transformation, ITIL 4 has undergone inclusive changes:

  • The services and products of IT companies must be based on value systems.
  • To incorporate value systems, IT companies must understand the value and potential of the investments they make.
  • The business stakeholders must decide the definition of value in terms of revenues, costs, risks, etc.

To get the best out of the ITSM approach your organization adapts to, consider the following pros and cons:


  • Streamlining Processes: With ITSM best practices, IT organizations can stabilize and standardize processes. Those improve operational capabilities by taking care of quality, speed, and cost.
  • Higher ROIs: Both individual and overall performances increase and, as a result, better ROIs.
  • Cost Efficiency: With ITSM best practices in place, you can better utilize in-house resources and improve cost efficiency.


  • Issues with Compliance: Organizations that are planning to expand often find ITSM standards as detrimental to their growth strategy.
  • Not Compatible Enough: ITSM may not support new approaches like DevOps or technologies like cloud. So, you should check if the potential best practices are suitable for your in-house technologies and approaches.
  • Adapting Because Everyone Is: You should not implement the frameworks because your peers or competitors have done it. Have realistic expectations from the implementation. ITSM is not going to improve IT service delivery and support as soon as you implement it. To make that happen, you must, however, channelize IT efforts that support your business goals.

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