Best Practices for Implementing Centralized Operations

Avoid pitfalls with thorough planning, trend analysis and project management as your enterprise transitions to centralized operations.

Feb. 12, 2025 | By Dale Stauffer

Imagine your service desk staffed with highly trained technical agents, both live and virtual, resulting in seamless end-user experiences. Add continual service and operational improvements across the board, and you have the business transformation of an IT leader’s dream—productive, cost-efficient and reliable.

It’s not a dream; in fact, it’s possible when your IT service management (ITSM) embraces a centralized structure.

In the first article of this series, we explored the advantages of leveraging automation for enhanced IT service management. Now let’s look at best practices for implementing centralized operations in your enterprise.

Invest in Technology Partnerships

Transforming your organization by shifting to centralized operations isn’t a one-person—or even a one-team—job. Take time to research available leading technologies, from tools to partners, that can set you on the path to success. Establishing effective partnerships can help your enterprise maximize its capabilities, achieve repeatable outcomes and provide alternative support mechanisms to troubleshoot and optimize.

Develop an Organizational Structure

Implementation can’t be effective without a clear structure in place for program governance. Create a structure that enables accountability for business outcomes, as well as ongoing communication with the infrastructure teams that manage and monitor everything from business processes to technologies to specific tools.

Focus on a Data-Driven Approach for a Smoother Transition

Use native tools and aggregate dashboards to direct implementation and transition strategies. Quality data also helps you take advantage of automation opportunities, drive self-service options and set forth a transformation plan that places your organization on the path to reduce IT support costs, improve quality and minimize business risk.

Plan for Continual Optimization

The journey isn’t over once your teams implement centralized IT operations. Identify additional opportunities for improvement as your business evolves and grows. Regular quality checks, metric tracking and trend analysis help you discover areas for improvement. Stay in lockstep with team leaders and emphasize the importance of adapting to feedback and maintaining high service quality standards.

Take Steps To Mitigate Risk

As with any implementation, transitioning to centralized operations can present challenges that your organization should carefully address:

• Ensure all deliverables and scopes of work are clearly defined and can be attached to anticipated improvements in overall business performance.
• Outline responsibilities within the implementation delivery teams, defining expectations and metrics around the desired business outcomes. Mutually agree on the definition of success.
• Invest in training staff on using an optimized support model—whether that be service desk, deskside support or network operations, to name a few—as well as any other new processes and technology tools involved in the transition.
• Initially, create a seamless service desk experience by integrating technologies like automation and AI-driven solutions. Integration points to support services like deskside support, network operations, ITSM, site reliability engineering, and identity and access management should organically transition with this seamless service mantra. Some in the industry call this “frictionless support."

Create a Roadmap for Your Centralized IT Operations Implementation

No implementation is complete without a clear strategy that considers business needs and goals. By investing in technology tools and partnerships—and developing a plan for continual growth and optimization of your people and business processes—you can set your enterprise up for success with centralized operations for ITSM. With a comprehensive plan, your organization has the potential to reach new heights in productivity and profit.