Best Practices for Implementing an ITSM in State and Local Government Organizations

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Best Practices for Implementing an ITSM in State and Local Government Organizations
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State and local government organizations face unique challenges in today's quickly evolving digital environment to keep up with technological advancements and satisfy the expanding demands of citizens. As an IT service desk manager working in the public sector, I understand the major pain points State and Government organizations face when implementing IT Service Management (ITSM). With the ever-evolving need for personalized IT support and services, seamless employee experience and tighter budgets, it can be challenging to build an ITSM that is both efficient and adequate. Reports says that around 50% of government organizations have implemented ITSM frameworks. Only 50% have either begun the implementation process or are in the process. Over 76% of government organizations reported IT-related outages or incidents in the past year, affecting operations and public confidence.

The good news is that implementing an ITSM framework can decrease outage risks, elevate support and service quality, and improve operational efficiency. It's no wonder that ITSM frameworks are gaining traction in the state and local government organizations.

The importance of ITSM solutions for state and local government organizations are rising as they offer a structured method for delivering high-quality IT services to individuals, organizations, and governmental entities. Government organizations can streamline their IT processes, improve service delivery, and increase citizen satisfaction by implementing some of the IT service management best practices. 

This blog post will cover everything state and local government need to know about ITSM and IT service management best practices. Let's get started!

What is ITSM?

ITSM describes the procedure for planning, executing, overseeing, and enhancing how IT services are utilized within an organization. It entails implementing IT service management (ITSM) best practices for quick and accurate delivery of IT support and services to meet the needs of employees and stakeholders. This comprises the procedures, guidelines, and equipment organizations use to manage their IT systems, programs, and services.

Why ITSM is Important for State and Local Government Organizations?

In the public sector, state and local governments spend a lot of money on technology, which typically helps organizations update their IT digital services to increase citizen engagement. As reported by Govloop, every year, the federal government invests at least $90 billion in IT. State and local governments spent over $103 billion, and the federal government spent $96 billion on IT in 2018. As part of the Modernizing Government Technology Act (MGT) passed in 2018, federal agencies were provided funding to upgrade outdated IT systems and enhance service and support delivery. However, increased funding for technology spending may put more pressure on government IT teams to provide more personalized support and service than resources can accommodate. In addition, IT support agents and technicians are pressured to manage outdated legacy systems or traditional service desks that cannot handle the load. To remain competitive, state and local governments must improve their IT maturity in project and service management.

Therefore, IT support agents can easily become overburdened. That’s why it is important for state and local government organizations to prioritize a modern ITSM solution and some of its best practices. 

Business Benefits of ITSM in Government Organizations

Here are some amazing benefits of ITSM in government organizations.

  • Elevated IT Service Delivery
    State and local government organizations can use ITSM to optimize their workflows and processes, resulting in quicker response times and higher-quality services. As a result, citizens can avoid lengthy lines or hurdles before receiving the information and services they require. It's a win-win situation for everyone involved!
  • Increased Work Efficiency and Employee Productivity
    An AI-powered ITSM may help state and local governmental organizations streamline operations and maximize resources by automating repetitive and time-consuming processes, lowering manual errors, and enabling real-time monitoring and reporting. This results in quick response times, lower costs, and better citizen support and experience. In other words, ITSM makes things happen more quickly and effectively! When things go smoothly, employee productivity rises.
  • Reduced Overall Expenditure
    Budgets for many agencies include a sizeable portion of IT infrastructure and operations. This number will only increase as the agency expands and matures, necessitating more IT resources. Organizations can reduce their reliance on some employee tasks by using ITSM to automate manual processes and time-consuming work processes. This will free current employees from tedious, repetitive tasks and allow them to use their skills in other areas.
  • Enhanced Citizen's Satisfaction
    State and local governmental organizations may increase citizen satisfaction and foster trust by providing a seamless and user-friendly experience. This may result in greater engagement, more positive feedback, and an improved perception of the organization among the wider populace. Everyone gains when folks are satisfied!
  • Better Decision Making
    Government organizations may make better decisions based on reliable information with real-time data and analytics. This may result in more efficient strategy planning, better risk management, and better resource allocation. In other words, ITSM enables organizations to make better decisions that benefit both themselves and the people they served.
  • Improved Compliance and Security
    With a modern ITSM, government organizations can ensure that their IT systems and services comply with industry standards and legal requirements. This reduces the possibility of service interruptions or downtime and helps to safeguard critical data. Cybersecurity and compliance are crucial challenges in today's environment, and ITSM offers a solid instrument to tackle these severe challenges.
  • Reduced Risks
    For government agencies that implement transformations, the risks associated with digital change can seem catastrophically high—especially if they are poorly planned and insufficiently communicated to team mates. A modern ITSM solution greatly reduces the likelihood of significant service interruptions. The systematized rules and procedures communicate with the general public throughout the change management process.

Reflections from Statistical Analysis

  • According to BMC survey, more than 50% of those who responded to the study said they had either started adopting some ITIL 4 components or intended to do so.The long-standing framework, which has been updated to fit the needs of the present decade, is becoming more appealing due to ITIL 4's emphasis on generating business value and support of agile approaches.
  • The National Association of State Chief Information Officers (NASCIO) conducted a survey, and it found that 80% of state CIOs consider IT service management essential to their IT strategy.
  • Forbes claims that ITSM (IT Service Management) is essential to digital enterprise initiatives. In support of their organizations' cloud computing and big data projects, the majority of 56% say ITSM is either extremely important or nearly so, while 54% say the same for supporting mobile computing initiatives. Productivity and transparency are the main things the ITSM function brings to projects for digital transformation. Although most businesses still have fragmented ITSM operations, 37% of executives say that their ITSM efforts primarily provide IT services, and 41% say that their ITSM efforts align with specific business unit requirements.
  • According to another study by Forbes, only 16% of state and government employees indicated that they now submit travel and business expenditures using web-based, ERP, or cloud-based automation tools.
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Getting Ready to Rock ITSM Implementation

You should take a few steps before implementing IT service management (ITSM) in your organization to ensure a smooth transition. To be ready for ITSM implementation, follow these critical steps.

  • Conducting a Thorough Assessment
    A thorough assessment entails evaluating the culture, infrastructure, and IT procedures used by your organization to figure out where improvements can be made. You can use this assessment to determine any barriers or difficulties that might appear during the ITSM implementation process.
  • Identifying Key Stakeholders and Their Roles
    The identification of key stakeholders and their functions comes next. All levels of management, end-users, and everyone in between are included. Ensure that everyone is conscious of the goals and benefits of ITSM and is prepared to assist with its implementation.
  • Developing an ITSM Implementation Plan
    It's time to create an ITSM implementation plan after you've identified your stakeholders. This strategy must include a timeline for implementation, milestones, and specific goals. To achieve buy-in and support, involve your stakeholders in the plan's preparation.
  • Establishing a Governance Structure
    It is crucial to establish a governing framework. This entails establishing a project management team, defining roles and duties for ITSM implementation, and setting up communication channels for stakeholders to stay updated on the implementation's status.
  • Establishing a Change Management Process
    Establishing a change management procedure is vital in getting ready for ITSM implementation. To do this, specify how stakeholders will be informed about and manage IT infrastructure and process changes. To reduce disruption and make sure that everyone is on the same page, it's critical to have a clear process in place. It's essential to set up a governing structure.

    This comprises the equipment, employees, and technology required. Ensure your employees are well aware about the new procedures and resources and can assist with implementation.

How to Choose the Right ITSM Solution for Government Agencies?

Choosing the best ITSM (Information Technology Service Management) solution might not be easy, particularly for state and government organizations where compliance and laws are crucial. Identifying your organization's functional requirements is crucial. What are the pain points right now? Where does the need for improvement lie? The handling of tickets, incident management, problem management, change management, or something else? Once you know your functional needs, you can begin comparing ITSM solutions and vendors.

There are several things to consider while assessing ITSM vendors and tools. 

  • The ITSM solution must, first and foremost, align with the goals and objectives of your organization's business.
  • Aeek a solution that is simple to use and implement.
  • Check if the ITSM system is scalable and can expand with your business.
  • Look into the solution's reporting features to ensure you can get the information you need to make wise judgments.

Let's now discuss choosing the ideal ITSM solution for state and federal government agencies. 

  • Selecting an ITSM system that conforms with legal mandates, such as ITIL, ISO 20000, or COBIT, is essential. 
  • Consider solutions that provide role-based access control, audit trails, and other security features to ensure compliance and data protection.
  • The reputation and performance of the vendor are critical additional factors to consider.
  • Choose vendors with a track record of providing reliable and secure solutions and expertise working with state and government organizations.

Now, let’s take a look at the best practices to implement ITSM solution.

Best Practices for Successfully Implementing ITSM

ITSM implementation can be challenging and requires careful planning, coordination, and execution. Follow a defined process that includes all critical steps if you want your ITSM installation project to be successful.

Here are the top tips to successfully implement ITSM.

  • Building the ITSM implementation Team
    Building a proficient implementation team is the first step in implementing ITSM. A project manager should be a part of your team because they will manage the project and ensure it stays on track. You will also require business analysts to help define and document your IT processes and technical expertise to configure and modify the ITSM system. 
  • Establishing a Project Timeline
    Creating a project timeline is the next step after assembling your team. Defining and documenting procedures, configuring and personalizing the ITSM system, testing and certifying the ITSM solution, and implementing the ITSM solution should all be on your timeline. Establish reasonable deadlines and milestones, and make sure that everyone on the team is aware of them.
  • Defining and Documenting Processes
    You must describe and record your IT processes before configuring and customizing the ITSM solution. This involves defining your organization's IT service management procedures, such as incident, problem, change, and service request management. To make sure that everyone in your organization is aware of their roles and responsibilities, it is essential to document your processes.
  • Configuring and Customizing the ITSM Solution
    The ITSM solution must be configured and customized after your processes have been created and documented. Setting up workflows, building service catalogs, and establishing service level agreements are necessary (SLAs). The ITSM solution must be compatible with the business needs of your organization.
  • Testing and Validating the ITSM Solution
    Testing and validating the ITSM solution is essential to ensure that it is operating properly and fulfilling your firm's requirements. Several scenarios, including incident management, problem management, and change management, are tested to ensure that the ITSM solution is performing as expected.
  • Implementing the ITSM Solution
    When testing and validation are done, it's time to install the ITSM solution. This involves implementing the solution throughout your organization and training employees to use the system efficiently. Don't forget to involve stakeholders, communicate effectively, and spend time making sure everything is working properly.

Effective Change Management During ITSM Implementation

Change management is a procedure that must be carefully planned and carried out when ITSM (Information Technology Service Management) is implemented. You may successfully implement ITSM and ensure that your change management efforts are successful by keeping to these best practices. 

Here are a few recommendations for top change management techniques while using ITSM.

  • Preparing for Change Management
    It's crucial to understand the changes that will take place and how they will impact your organization before implementing ITSM. This entails recognizing changes to end-user behavior, IT infrastructure, and business processes. Once the changes have been identified, you must create a change management strategy outlining the procedures, roles, and duties involved in managing the changes.
  • Communicating Changes to Stakeholders
    The success of change management during ITSM implementation depends on effective communication. Changes must be explained to all relevant stakeholders, including management, IT professionals, and end users. The channels you'll use, the content of your communications, and how and when you'll convey changes should all be included in your communication plan.
  • Training End-users and IT Support Team
    As part of the change management process for ITSM deployment, training is essential. End users must receive training on using the ITSM solution, and IT professionals must receive training on configuring and customizing the solution. The training should be presented in an approachable manner and customized to the needs of the consumers.
  • Monitoring and Measuring Success
    You must track the changes and gauge their efficacy if you want change management during ITSM implementation to be successful. This entails analyzing the ITSM solution's acceptance rate, user comments, and the effects on IT performance. This information can help you discover where your change management strategy needs improvement.


A systematic and well-thought-out strategy is needed when implementing ITSM in state and local government organizations. Government organizations can efficiently manage their IT services and enhance their overall performance by defining service level agreements, putting incident, problem, and change management processes into place, ensuring compliance with rules and policies, establishing a service desk and self-service portal, and utilizing data and analytics to drive continuous improvement.

It's essential to remember that implementing ITSM is a continuous process that demands continuous review, monitoring, and improvement.

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  1. How can ITSM processes be implemented in an organization?
    It's vital first to recognize and record existing. IT processes in an organization before implementing ITSM practices. The next stage is to determine the ITSM processes that support the organization's goals and objectives. Implementing ITSM processes requires essential phases such as creating a formal change management procedure, configuring and customizing the ITSM application, and educating employees. Monitoring and ongoing improvement are also essential for the ITSM processes to be effective.
  1. What are ITSM best practices?
    A set of rules and recommendations termed ITSM best practices are intended to help manage IT services efficiently and provide customers with value.
    These consist of creating service level agreements (SLAs), putting incident, problem, and change management procedures into place, ensuring rules and policies are followed, setting up a service desk and self-service portal, and utilizing data and analytics to drive continuous improvement.
    Organizations can manage IT services more effectively, increase customer happiness, and add value to the business by following ITSM best practices.
  2. What are the most common ITSM processes implemented in IT organizations?
    Incident management, problem management, change management, release management, service level management, and configuration management are the ITSM (IT Service Management) practices that are most frequently used in IT businesses. Identifying, resolving, and preventing incidents, managing changes, monitoring service levels, and assuring accurate and current configuration of IT assets and services are the processes that assist IT organizations in managing IT services effectively and delivering value to them the business.
  3. What are the most common ITSM frameworks?
    Organizations generally utilize ITIL, COBIT, ISO/IEC 20000, Lean IT, and DevOps frameworks to manage IT services.
    To boost efficiency, reduce waste, and improve IT service delivery, these frameworks guide best practices for IT service management as well as IT governance and management. They provide businesses with a systematic approach to ITSM that can raise the caliber and effectiveness of their IT services.
  4. What is the most popular framework that implements ITSM?
    ITIL is the most popular method for implementing ITSM (IT Service Management) (Information Technology Infrastructure Library). The ITIL framework is a thorough one that offers guidelines on best practices for IT service management, including incident management, problem management, change management, and service level Best practices for implementing an ITSM in state and government organizations management. It is a de facto standard for ITSM and is used extensively by organizations worldwide to manage their IT services.
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