[POLL TIME] Your biggest challenge with ESM adoption in 2022?

  • 14 March 2022
  • 2 replies
[POLL TIME] Your biggest challenge with ESM adoption in 2022?
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Hi folks,

We’ve got a new-week beginning question for you all.

If your answer isn’t any of the given below options, feel free to share them on the comments sections.

On the contrary, if you have been able to successfully implement ESM, share your journey with us. We’d love to hear.


What seems to be your biggest challenge when it comes to ESM adoption in 2022?

2 replies

Userlevel 7
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This will be interesting to compare to the challenges data we have related to ITSM per se (from a new report with AXELOS).

Userlevel 7
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The following text was shared in yesterday’s Community chat, it might be helpful here too: 


We can start with the most common ITSM challenges as a base because they are still relevant here:



Lack of buy-in from senior management


ITSM does not have enough influence


Inefficient work practices


Changing scope/expectations


Lacking the right people


Lack of collaboration across teams


Lack of skills and training


Poor communication


Unrealistic budgets/resources


Lack of effective tools


Over-ambitious timeframes



Remembering that these differ across organizations and interestingly across geographic regions:

  • Africa “changing scope/expectations”
  • Asia “lacking the right people”
  • Australasia “poor communication”
  • Europe “lack of buy-in from senior management”.
  • The Middle East (a three-way tie, likely caused by the smaller sample size) “changing scope/expectations”, “lack of buy-in from senior management”, and “unrealistic budgets/resources”
  • North and South America (a two-way tie) “inefficient work practices” and “ITSM doesn’t have enough influence”.

These are from a forthcoming AXELOS Benchmark Report.

Then there are specific ESM challenges to consider and address when needed. For example that we try to sell ITSM when business functions want digital enablement or efficiencies. Or who is going to pay for all this ESM improvement? Another big one that I’ve just written on is how we seem to be sharing suboptimal ITSM capabilities via ESM rather than taking the time to optimize them first :/


So much more that could be added here too.