• ERP and ITSM projects require considerable financial
resources and are risky.
• As both ERP and ITSM are built on best practices,
some “customisation” in the form of changes to the
business processes is necessary to ensure that the
resulting system will meet the needs of the organisation.
• Organisations implementing ERP and ITSM commonly
engage vendors to leverage the deep knowledge that
these external parties gather from their experience with a
wide range of clients.
• Change management is a central issue in both ERP and
ITSM implementation as they require staff to work
across functions under a redesigned process environment.