Batman, the hero who keeps Gotham safe, is a source of inspiration for millions worldwide. Now, in the ITSM world, things may not get as deadly as the villains Batman typically faces off against, but the stakes are high. If you don’t handle your ITSM (IT Service Management) right, your company can suffer massive consequences. No need to fear! In honor of Batman Day, here are some tips on how the masked hero would handle ITSM issues. Given his athletic, intellectual and technical prowess we know he wouldn’t be fazed by anything that goes wrong.
4 Things Batman Would Do to Avoid ITSM Problems
1. Don’t Focus on Things You Don’t Need
Just because a certain technology or feature looks cool doesn’t mean you need it. It’s easy to geek out in the IT world over something nifty, but always remember to focus on the actual result of implementing a tool or automation. This means thinking about the impact on existing processes and performance at individual and department levels, as well as inter-departmentally. Just because it’s shiny doesn’t mean you must have it. Evaluate the impact of a new piece of tech in terms of automation efforts, business value and other key indicators for long-term value and success. Batman wouldn’t grab extra gear if it weighed him down – remember how light he kept that batsuit!
2. Use Your KPIs the Right Way
Many organizations make the huge mistake of placing too much importance on measuring IT performance metrics without actually evaluating how these metrics impact business. Don’t get caught up in measurement alone. Focus on what’s relevant and prioritize KPIs like network downtime and other metrics that impact your business. This is how you will get the most out of your ITSM solution. It can take some innovative thinking to get your KPI priorities right, but the rewards are worth the effort. When he first spotted the Batmobile, it was called the Tumbler, and it was designed to be a bridging vehicle—but Batman saw what it could really do the moment he laid eyes on it. The Batmobile is not an IT metric, but you get the idea. It was languishing in a lab and not being put to good use, and Batman gave it a whole new lease on life, making it his signature set of wheels.
3. The Past is Not Your Future
Now while this tip sounds more like life advice than tech advice, it’s still equally valid in the ITSM world. Batman certainly didn’t let his past hold him back and you shouldn’t either. Just because something (a particular tool or strategy) has worked well in the past, does not mean you have to stick to it. Review what has worked and make a new plan that drives growth and provides the best possible ROI, in the fastest timeframe. This is the key to an ITSM strategy and tool that elevates your organization instead of keeping it mired in the past. Simply recycling the same approach can cause unforeseen problems down the line.
4. Think of the Big Picture
Isolated planning will get you in trouble in the ITSM world. Maybe not immediately, but it will happen. You must consider the various dependencies and links across ITSM and IT processes, even if there is no pressing need to do so. Such big picture thinking will be invaluable for future enhancements or should an unforeseen problem arise. For example, you must plan for the integration of technology that could be useful to business systems, not just for IT. When Batman took that bomb out over the river, he did in fact have the autopilot fixed and didn’t that make a massive difference? It wasn’t something he usually needed, but in the long-term, it paid off. For the few of you who are not Batman fans, it saved his life, proving that big picture thinking is always a good thing.
So if you find yourself in a sticky ITSM situation, just ask yourself, what would Batman do? And with our list of tips you’ll be able to figure it out in no time.
If you need a helping hand to assist you with your ITSM, please get in touch with us and we would be happy to help. Like Batman, we believe in using the best technology and ServiceNow is amazing for transforming ITSM, and so much more. We bring industry-leading expertise and dedication to your service, and as an Elite ServiceNow partner, we can cater to all your ServiceNow requirements, including ITSM, SAM and a whole lot more.