4 Surprising Reasons ITSM Really is for SMBs

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There is a nasty rumor going around the IT world about ITSM. Some professionals and organizations think that ITSM is nothing more than a bureaucratic mess of processes that only inhibits productivity and can only be effectively implemented by large organizations.

But we’re going to let you in on a secret: Good ITSM is every SMBs secret weapon.

ITSM doesn’t have to be complicated. After all, ITSM is simply a set of defined practices for implementing, managing and delivering IT services that meet the needs of the organization.

Good ITSM looks like:

  • Reliable, consistent and relatable services from IT to the customer
  • A measurable contribution to business value from IT
  • Efficient, data-driven, defined and documented processes

Now, that doesn’t exactly sound like something that is is only beneficial for large companies, does it?

While many people recognize the benefits of great ITSM, let’s talk specifically why ITSM is great for  SMBs.

  1. Customer Experience

Customer expectations have drastically changed over the last few years due in part to new technologies. Customers expect real-time responses, personalized journeys and continual innovation from businesses. 

Let’s take Amazon as an example. You may think that customers shop at Amazon simply because it’s Amazon. While that may be the case now; originally, customers started shopping with Amazon because Amazon made it convenient to shop with them. Amazon started doing things like offering personalized shopping requests, providing immediate shipping notifications and maintaining a responsive customer service. An “Amazon experience” is now the customer expectation with every business.

Of course, most small businesses run with limited staff, so “Amazon-like” expectations may be difficult for SMBs to meet. 

That’s where ITSM comes in. ITSM helps SMBs provide faster and more reliable services without requiring extra manpower. In the end, it means a smoother, more cohesive customer experience without extra overhead from a bigger staff. 

2. Agility 

The business world is incredibly competitive. Technology has enabled every business to move faster and grow quicker. If you’re not ahead of the curve, you’re already falling behind – so agility is an absolute requirement for SMBs. 

ITSM helps organizations to structure their workflows so the most pressing and important needs are handled quickly. ITSM helps eliminate distractions and nagging problems that constantly need to be fixed and it helps teams stay focused on the outcomes that help the business get ahead and stay ahead. 

3. ITSM can be easier to implement at SMBs

As we addressed above, SMBs must be agile and nimble in order to keep up with their competition. SMBs must focus on the projects and services that will drive revenue and grow the business bottomline.

Because of this, SMBs are uniquely suited to see wins from ITSM faster than larger companies do. In an SMB, teams are smaller and they must work together more frequently on the most valuable and important projects. They often see the results of their efforts more directly than those working in large organizations.

Therefore, there are fewer people to convince to support ITSM implementation, fewer instances of siloed-thinking to overcome, and a greater understanding of how everyone works together.

4. Your budget will take you further.

Contrary to many myths, ITSM is not about the newest and greatest tool. It is about creating process and workflows so that the entire organization works better to enable a seamless customer experience.

Creating efficient processes and well-defined services ensures that your business is growing at a healthy scale. When you have the right processes and clear services, you can rest assured your team is focused on driving business. So that when it becomes time for you to grow and hire more team members, it will be because the business is growing, not because your team is too busy and stressed out but not actually driving business.     

Additionally, great ITSM doesn’t start with the tool. It starts with focusing first on business needs and then identifying and defining the needed processes, services and workflows to meet those business needs. By starting from this perspective, you will avoid wasting money on tools that will never support your business. You will know that when you do invest in a tool, it will work within the processes you’ve already defined and it will be used correctly 

How to Start to Implement ITSM In Your SMB?

If you are ready to begin implementing ITSM, it’s important that you start by answering some questions. This will help you have a clear understanding of how ITSM can fit into your business. 

Remember what we mentioned above, ITSM is not about buying the latest and greatest tool! Avoid diving straight in with purchasing a fancy tool – start with the defining service and the needed processes! 

Avoid the common mistake of messing up ITSM before you even get started with it! The answers to these questions will help you much more than any expensive tool will at this stage of your ITSM journey.

  • Identify how does your business utilize or depend upon technology. 
  • What are common activities that your team performs in supporting your business in its use of technology?
  • Are you able to measure the contribution that technology brings to your business?  Are you able to measure and discuss how your IT team contributes to business success – in business-relevant terms?
  • What could be done differently in how IT contributes to business success?
  • Identify small improvements that could result in big wins for your company. 

Once you have answered these questions, it’s time to start learning about the different ITSM frameworks and how you can get started with it. Attend webinars and user group meetings to learn what good ITSM can do for your business, talk to experts, or read blogs and white papers about the best way to get started with ITSM.

It’s the beginning of the year and many SMBs are still bright-eyed with big goals and exciting plans and timelines, so now is the time to get ahead of your timeline and ensure that you hit every goal you have this year!

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