Why ITSM (IT Service Management) Investments Fail to Deliver ROI And How Lumina Vista Helps Fix It

shivendrasingh38
Nov 27
2 min read

Organisations continue to invest in digital platforms and modern ITSM solutions, expecting faster service delivery, greater automation and stronger customer experience. However, many find that even after upgrading tools, operations remain reactive, manual effort is high, issues continue to repeat, and service performance still struggles to improve.

This is because technology alone does not uplift ITSM maturity. Without mature processes, data quality, automation readiness, clear accountability and good governance, the tool becomes just another ticketing system. Service outcomes do not improve — and leadership begins to question the value of the investment.

These underlying maturity gaps have real operational and financial impact.

Teams spend too much time on manual work and rework, productivity drops due to recurring issues, reporting lacks visibility for informed decisions, and additional consulting effort is needed to correct configuration later. Small and medium organisations feel this most, where every investment must demonstrate measurable return.

The Smarter First Step: Understand Before You Invest

Before spending more on ITSM Uplift, or transformation programs, organisations need clarity on:

Current ITSM capability and maturity
Where inefficiencies and risks are coming from
How much productivity loss and cost waste exists today
What uplift will deliver immediate business value
How to ensure future investments produce ROI

When maturity evaluation is the first step, improvements become targeted, cost-effective and aligned to business priorities.

How Lumina Vista IT Creates Value

Lumina Vista IT provides an ITIL-aligned ITSM maturity evaluation, giving organisations a clear and evidence-based understanding of how well services operate today and a structured path to uplift performance.

What We Evaluate

People: Role clarity, workload balance and ITIL capability
Process: ITSM practices aligned to ITIL 4 best-practice (e.g., Incident, Request, Change, Problem, CMDB, Knowledge, Continual Improvement based on organisational relevance)
Technology: ITSM tool configuration, automation readiness, data quality and reporting capability
Governance: SLAs, KPIs, service insights, vendor alignment and business-risk visibility

What You Receive

Current vs target maturity scoring across key ITSM practices
Clear explanation of performance gaps and underlying causes
ITSM tools evaluation including configuration effectiveness, data integrity and automation readiness
Targeted tool configuration and automation improvement guidance
Financial impact analysis of inefficiencies and manual work
Prioritised recommendations to uplift processes, governance & workflow efficiency
A practical 12-month uplift roadmap aligned to business priorities and ROI