The Five Hidden Dangers of IT Complexity

Why does IT make things so complicated?

Here are five hidden dangers lurking behind IT complexity.

(1) Poor Visibility

(2) Difficult Technology

Your people want to deliver great service, but your ITSM technology gets in the way.

It might feature an out-of-date interface. It might be so hard to use that you need a help desk ticket to know how to enter a help desk ticket. It lacks the flexibility needed to provide new and innovative services.

(3) Narrow Focus

(4) Inconsistent Process

Your organizational structure and your business process get in the way of your people.

Users may not know where to turn or may get conflicting answers, depending on who answers the question.

And the service management team may not know what is expected of them, or lack the proper performance metrics.

(5) Poor Morale

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