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A guide to a successful ITSM renewal

The most common issues in IT Service Management renewals and how to avoid them

Assess your readiness for
ITSM renewal

The decision to kickstart a renewal of an organisation’s IT Service Management (ITSM) platform is typically influenced by two main factors. Firstly, the current platform is nearing the end of its lifecycle, making it no longer cost-effective to maintain. Secondly, it has become apparent that the existing ITSM platform no longer meets the requirements and objectives of the organisation.

Before diving into the renewal process of the ITSM platform, it is important to take a comprehensive look at the current state and maturity of IT Service Management practices. Challenges within the overall IT Service Management can significantly affect the effectiveness and value of the upcoming ITSM platform renewal. Ignoring these underlying issues can lead to a painful renewal process and outcomes that do not meet the expectations.

In this guidebook we cover some typical issues that may arise during an ITSM renewal project, and offer solutions to them. Download the guide by leaving your contact details!

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4 key areas to consider
before diving into your ITSM renewal project


ITSM Platform Maintenance
and Development


IT Services


ITSM Processes and Practices


The Support Model

Let us help you succeed

With a partner who knows their way around ITSM renewals and has
seen it all, it’s easy to avoid pitfalls and see better results – fast.

We have over 20+ of experience working with IT management and transformation projects – we know how you can best approach your
ITSM renewal.

You lead the change, let us help you succeed in it!

About the authors

Heikki Seppänen

Heikki is a seasoned Service Management professional with more than 25 years of hands-on experience. With a proven track record in leading service operations and managing projects focused on enhancing service management capabilities across diverse organizations and cultures, Heikki brings a wealth of expertise to the table. He has also excelled in defining and spearheading Service Integrations within Service Management Offices in complex Service ecosystems. Heikki is also the author of the initial version of BT Standard Service Lifecycle Management extension.

Janne Lindgren

Janne has over 20 years of experience working within the IT area. He has spent roughly the last 10 years at Sofigate. During this time he has worked mostly in various roles within Service Management. Janne has worked, for example, in operative SMO roles, building ITSM tool integrations, creating Service Catalogues and Handbooks, defining IT support models, and so on. He has also written an extension for the BT Standard on Service Integration.

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