Home > Dear ITSM – We need to talk...

Dear ITSM – We need to talk...

ITSM image people in office talking about SolarWinds

Dear IT Service Management,

After ten years of working in different areas of tech, I've seen a lot of things, from cybersecurity to DevOps to ITSM. I've discovered that no matter what industry you're in, they all have one thing in common: they're overcomplicated to bits (ha, pun intended. Get it? Bits... tech...).

ITSM is no exception.

When talking to customers and industry experts, the pain points experienced are essentially the same. Managing the technology available across various vendors and our services is a struggle. And when you talk to peers, you'll get vastly different answers on how to remediate these struggles. I find myself feeling a bit lost at times. I know you do, too.

As someone who takes a heavy system thinking lens to what I do, it often feels unnecessarily complex.

In some cases, it is that complex - whether due to being a vast company with an incredibly complex infrastructure or facing challenges like multiple acquisitions, merging technology, tens of thousands of employees, hundreds of thousands of requests, and more bugs, issues, and errors than any team can navigate. Hundreds of thousands of dollars are thrown at navigating these challenges for companies of that size and complexity, with whole teams hired to diagnose, structure, and implement a new way of working.

But what about the rest of us?

Do we all have to spend $150K+ on services to get a better ITSM structure? No, we don't. After all, who has that kind of budget? Not to mention the extra headcount needed just to manage all of it!

OK, this letter is getting a bit wordy, so I'll get to the point.

SolarWinds has been in the IT space for over 20 years. We've seen it all, from small startups to Fortune 500 companies and everything in between. We know what good looks like. We know what better practices are. We know where the pitfalls are. We've seen the mistakes.

So, we decided it was time to open the minds of our ITSM experts and share everything they've learned with the public.

We've built an ITSM Maturity framework designed to simplify the way we think about approaching ITSM. A way to explore your journey, where you are, where you want to go, and the tools designed to help you get there. We are excited about the potential this will have. As we continue to enhance it throughout the rest of this year, we plan on releasing guides, tips, walkthroughs, and videos to help you and your teams become more successful without all the overhead of services if you do not want them.

It won't be perfect the first time, so as you explore it with us, we look forward to your feedback. Our teams are ready to jump on a call with you, walk you through the model, and help you understand where you stand. And then you'll have a mini roadmap on where to go next.

And if it's helpful (we think it will be), that's great! And if it could be more useful, we hope you will let us know.

Check out the ITSM Maturity Model and let us know what you think. Do bookmark the page because we'll be making it interactive soon.

Until next time,

RJ Gazarek

RJ Gazarek
RJ Gazarek is the Principal Product Marketing Manager for ITSM at SolarWinds. He has worked for various tech companies over the last 10 years, mostly…
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