---
title: Challenges — onITnow
description: The most common challenges we encounter at organisations, and what it takes to solve them.
---

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[Challenges](https://onitnow.nl/en/challenges?hsLang=en)[Enterprise Service Performance](https://onitnow.nl/en/enterprise-service-performance?hsLang=en)[Approach](https://onitnow.nl/en/approach?hsLang=en)[Services](https://onitnow.nl/en/services?hsLang=en)[Technology](https://onitnow.nl/en/technology?hsLang=en)[Inspiration](https://onitnow.nl/en/inspiration?hsLang=en)[About us](https://onitnow.nl/en/about-us?hsLang=en)[ESP Maturity Scan](https://onitnow.nl/en/esp-maturity-scan?hsLang=en)

English

- [Nederlands](https://onitnow.nl/nl/uitdagingen)
- [English](https://onitnow.nl/en/challenges)

Challenges

# Do any of these situations sound familiar?

The challenge is rarely that people lack knowledge or commitment. The challenge is that systems, processes, suppliers and responsibilities develop over the years into a complex environment in which overview, coherence and focus become increasingly difficult.

![A colleague discussing notes on a glass whiteboard with colleagues.](https://onitnow.nl/hs-fs/hubfs/raw_assets/public/onitnow/assets/img/uitdagingen/whiteboard-overleg.jpg?width=2600&height=1450&name=whiteboard-overleg.jpg)

Six familiar situations

## Choose your challenge

Select the situation that sounds most familiar.

### [Improvement initiatives fail to deliver Improvement initiatives stall. Explore this challenge](https://onitnow.nl/en/challenges#uitdaging-1)

### [Service delivery falls short of user needs Users look for solutions outside the official channels. Explore this challenge](https://onitnow.nl/en/challenges#uitdaging-2)

### [Responsibilities are unclear No one takes ownership. Explore this challenge](https://onitnow.nl/en/challenges#uitdaging-3)

### [We measure a lot but act on too little There is plenty of reporting. Explore this challenge](https://onitnow.nl/en/challenges#uitdaging-4)

### [Service delivery becomes harder to manage as the organisation grows There are many dependencies. Explore this challenge](https://onitnow.nl/en/challenges#uitdaging-5)

### [The value of service delivery is not visible enough Results are difficult to demonstrate. Explore this challenge](https://onitnow.nl/en/challenges#uitdaging-6)

Challenge 01 / 06

## Improvement initiatives fail to deliver

Everyone sees that things could be better. There's no shortage of ideas. Yet many improvement initiatives get stuck in plans, working groups and one-off actions.

Day-to-day operations take priority. Priorities change. Ownership isn't always clear. As a result, a lot of energy is invested without the organisation genuinely moving forward.

### Sound familiar?

- Improvement initiatives stall.
- Projects deliver less than expected.
- It's unclear where to start.
- There are too many priorities at once.
- Results fail to materialise.

### What organisations need

Focus. Clear choices. A well-defined route from ambition to execution.

[What can help? Pilot helps organisations set priorities, organise ownership and make improvement initiatives manageable. View Pilot](https://onitnow.nl/en/services#pilot)[Real-world example Ctac established a consistent way of working and strengthened ownership across the organisation. Read the story](https://onitnow.nl/en/customer-story-ctac?hsLang=en)

Diagnostic question

Can managers and teams name the same three improvement priorities today?

[First step Take the ESP Maturity Scan to determine where improvements will have the most impact. Complete the scan](https://onitnow.nl/en/esp-maturity-scan?hsLang=en)

Challenge 02 / 06

## Service delivery falls short of user needs

Processes are in place. Systems work. Reports show that service delivery is on track. Yet users often experience it differently.

Services are often designed around processes, systems and operational controls rather than the people who use them every day. Users create workarounds, self-service adoption declines and the gap between service delivery and user needs widens.

### Sound familiar?

- Users look for solutions outside the official channels.
- Satisfaction scores lag behind.
- Users experience service delivery as slow or bureaucratic.
- New functionality does not fit the way people actually work.
- User feedback rarely leads to improvement.

### What organisations need

Service delivery that matches everyday practice. Attention to the user experience. Improvement based on real needs, not just management processes.

[What can help? Spark helps organisations redesign service delivery around user needs, adoption and real-world experience. View Spark](https://onitnow.nl/en/services#spark)[Real-world example AZL modernised its service delivery to better match the changing expectations of employees and users. Read the story](https://onitnow.nl/en/customer-story-azl?hsLang=en)

Diagnostic question

How often do users choose a workaround outside the official processes?

[First step Schedule a strategy session to map out the pain points in user experience and service delivery. Book a consultation](https://onitnow.nl/en/contact?hsLang=en)

Challenge 03 / 06

## Responsibilities are unclear

Many organisations have capable people and clear intentions, yet responsibility and accountability remain unclear.

Teams expect things from one another. Suppliers point at each other. Decisions get postponed because ownership is missing. The result is delay, frustration and a lack of progress.

### Sound familiar?

- No one takes ownership.
- Decisions keep getting postponed.
- Tasks fall through the gaps between teams.
- Suppliers don't collaborate well.
- Escalations don't resolve the underlying structural problems.

### What organisations need

Clear roles. Defined responsibilities. Consistent decision-making.

[What can help? Pilot helps organisations organise roles, responsibilities and decision-making in a clear, manageable way. View Pilot](https://onitnow.nl/en/services#pilot)[Real-world example Circet created greater consistency, stronger collaboration and better control in a fast-growing organisation. Read the story](https://onitnow.nl/en/customer-story-circet?hsLang=en)

Diagnostic question

Is it clear, for every important service, who owns performance, decision-making and improvement?

[First step Take the ESP Maturity Scan to gain insight into ownership and governance. Complete the scan](https://onitnow.nl/en/esp-maturity-scan?hsLang=en)

Challenge 04 / 06

## We measure a lot but act on too little

Dashboards are available. Reports are shared. KPIs are discussed. Yet information doesn't always lead to better decisions.

Many organisations have plenty of data, but lack insight into what actually matters and which actions genuinely drive improvement.

### Sound familiar?

- There is plenty of reporting.
- Reports rarely lead to action.
- Management lacks clear information for decision-making.
- Teams focus on figures rather than results.
- Improvement opportunities are missed.

### What organisations need

Insight that informs direction. Information that supports decisions. A focus on results, not reporting alone.

[What can help? Horizon helps organisations determine which information really matters and how service delivery is linked to organisational goals. View Horizon](https://onitnow.nl/en/services#horizon)[Real-world example Nexeye gained greater visibility into service delivery and improved its ability to manage performance and results. Read the story](https://onitnow.nl/en/customer-story-nexeye?hsLang=en)

Diagnostic question

Do reports genuinely lead to decisions and improvements?

[First step Schedule a strategy session to better connect management information with organisational goals. Book a consultation](https://onitnow.nl/en/contact?hsLang=en)

Challenge 05 / 06

## Service delivery becomes harder to manage as the organisation grows

New systems. New suppliers. New processes. New expectations. In many organisations, complexity grows faster than visibility and control.

This creates a situation in which change becomes increasingly difficult, precisely when the need for flexibility is growing.

### Sound familiar?

- There are many dependencies.
- Changes take a lot of time.
- Decision-making becomes more difficult.
- There is no clear overview.
- Improvements have unexpected consequences.

### What organisations need

Alignment. Clear ownership. A structure that can scale with the organisation.

[What can help? Horizon helps organisations set a clear development direction and translate growth plans into future-proof service delivery. View Horizon](https://onitnow.nl/en/services#horizon)[Real-world example Bouwinvest created more insight and manageability in an organisation that was developing rapidly. Read the story](https://onitnow.nl/en/customer-story-bouwinvest?hsLang=en)

Diagnostic question

Can your service delivery scale without complexity becoming unmanageable?

[First step Complete the ESP Maturity Scan to identify which building blocks will best support your next stage of growth. Complete the scan](https://onitnow.nl/en/esp-maturity-scan?hsLang=en)

Challenge 06 / 06

## The value of service delivery is not visible enough

Many organisations invest in service delivery without knowing exactly what value those investments create.

As a result, service delivery is quickly seen as an operational necessity rather than a contribution to organisational goals.

### Sound familiar?

- Results are difficult to demonstrate.
- The impact of improvements is not fully recognised.
- There's little connection to organisational goals.
- Service delivery is mainly seen as a cost.
- The value added is difficult to demonstrate.

### What organisations need

Clear goals. Measurable improvements. Insight into service delivery's contribution to the organisation.

[What can help? Horizon and Pilot help organisations explicitly connect service delivery to organisational goals, priorities and investment. View our services](https://onitnow.nl/en/services?hsLang=en)[Real-world example At various organisations, service delivery has shifted from operational support to a source of insight, improvement and direction. Read the stories](https://onitnow.nl/en/inspiration#customer-stories)

Diagnostic question

Can you demonstrate the value service delivery creates for your organisation today?

[First step Schedule a strategy session to connect service delivery with organisational goals. Book a consultation](https://onitnow.nl/en/contact?hsLang=en)

## Which challenge do you recognise?

Every organisation has its own starting point. Our approach helps organisations determine the right next step.

[Discover where you stand](https://onitnow.nl/en/esp-maturity-scan?hsLang=en)[View our approach](https://onitnow.nl/en/approach?hsLang=en)

Service delivery under control. Results for your organisation.

![onITnow](https://onitnow.nl/hs-fs/hubfs/raw_assets/public/onitnow/assets/logo-onitnow-wit.png?width=882&height=256&name=logo-onitnow-wit.png)

We help organisations organise their service delivery more smartly, simply and effectively — by connecting people, processes, technology, data and investment.

## Service delivery

- [All building blocks](https://onitnow.nl/en/services?hsLang=en)
- [Our approach](https://onitnow.nl/en/approach?hsLang=en)
- [Enterprise Service Performance](https://onitnow.nl/en/enterprise-service-performance?hsLang=en)
- [ESP Maturity Scan](https://onitnow.nl/en/esp-maturity-scan?hsLang=en)
- [Challenges](https://onitnow.nl/en/challenges?hsLang=en)

## Technology

- [Overview](https://onitnow.nl/en/technology?hsLang=en)
- [Xurrent](https://onitnow.nl/en/xurrent?hsLang=en)
- [TOPdesk](https://onitnow.nl/en/topdesk?hsLang=en)
- [Clientele ITSM](https://onitnow.nl/en/clientele?hsLang=en)

## onITnow

- [About onITnow](https://onitnow.nl/en/about-us?hsLang=en)
- [Customer stories](https://onitnow.nl/en/inspiration#customer-stories)
- [Careers at onITnow](https://onitnow.nl/en/careers?hsLang=en)
- [Contact](https://onitnow.nl/en/contact?hsLang=en)
- [Terms & Conditions](https://onitnow.nl/en/terms-conditions?hsLang=en)

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