IT Governance

Service Management: How Culture Affects Performance

When you are introducing a new tool in service management, people are bound to resist. It is human nature to resist any change to a habit. So, you must introduce change in the culture before implementing it in the process. In this article at SITS, Freshservice’s Padma Sankar provides tips to enable change in service management culture.

Service Management: Overcoming Challenges

As the Father of Modern Management Theory Peter Drucker suggests, “Culture is more enduring, more persistent and much more difficult to change than a strategy.” Culture is evolved from accepted norms and habits of humans. Today’s employees want to be treated like customers when it comes to service management. They want to get the benefits of the new technologies, flexibility in services, and faster response time. So, you must bring about changes to the culture by focusing more on services rather than processes. Following are the ways you can overcome challenges while introducing change in service management culture:


  • To bring about any change in the service management culture, you must have management by your side. Conduct meetings to clarify the objectives.
  • The service management goals should be transparent to the leaders of the company.
  • Provide options to employees as if they are your customers.
  • Ensure that the management introduces the changes as part of the culture for easy integration.
  • The initiation should come from the top management for general acceptance.
  • Discuss the KPIs with the leaders so that you can achieve those without any challenges.
  • Your strategy must consider the attitude of the workforce, the behavior of the end users, and the culture that you will influence.
  • Introduce a reward system through management to increase acceptance among end users.


  • Explain to your end users why you are introducing the changes in service management.
  • Companies are spread across the world and are dealing with people from various walks of life. Your strategy must address them all.
  • Industry needs differ, so what seems important for your healthcare clients might be optional for the manufacturing giants. Showcase the value of changes based on your clients.
  • Ask for feedback to understand the user response to the changes and tweak your processes accordingly. People usually are comfortable providing responses through surveys rather than in-person.
  • Service desk interaction preferences vary from country to country. The majority of them prefer human contacts or self-service to virtual agents.
  • Break down the organizational silos and encourage knowledge-sharing sessions and teamwork to introduce a learning culture in the organization.


  • Automation is big across industries. Analyze which technologies fit the bill. Perform pilot projects with end users before enforcing that in your service management culture.
  • Surround yourself with people that support the changes.
  • Millennials prefer agile approaches, so be open to trying out new applications to get better responses from modern users.

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