Blog Replacing your current ITSM solution? Part 1 – Drivers for replacements

Research from Forrester indicates that 2 out of 3 business users are unhappy with what they get from IT, and 1 in 3 IT people are unhappy with their ITSM solution. Coincidence? Or is the wrong ITSM solution half the problem? Running IT services in a big company is a very complex task, so software is an essential to part of the strategy – along with the right people and processes. At some point, usually within the first 3-5 years of using their current solution, an organization will decide that they need a new one.

 infographic

 

Click to see (and save) a larger image of the infographic There are a number of reasons why - coming from both the business side and the technology side: Why the business wants a new solution:

 

  • Management change – New management want to ‘spring clean’ IT, make a fresh start or bring in solutions that have worked for them before
  • Costs are too high – IT and the business feel that they aren’t getting value for money
  • Cloud/SaaS technology strategy – An outsourcing strategy might drive the decision to move to a cloud ITSM solution
  • Mergers/acquisitions driving consolidation – The need to consolidate multiple ITSM solutions often drives the organization to find a single solution that will support the new shape of the organization
  • Moving to a shared services model – Driving the replacement of multiple ITSM solutions with one central solution amongst the group
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Why IT wants a new solution:

 

  • Outdated ITSM technology – The organization has outgrown their solution and need new technology
  • Poor vendor support – More organizations are now switching their solutions because their vendor doesn’t provide good support
  • Maintenance/administration –High maintenance and admin overheads push the cost of ownership over an acceptable limit
  • Solution sunsetting – Acquisitions within the ITSM solutions market often result in end-of-life for product lines, leaving customers without upgrades and support
  • Version-lock –If a customer is stuck on an older version of a solution, it is simpler to go back to the market
  • Over-customization – The temptation for IT to ‘tinker’ with enterprise solutions often gets them into a mess. Maintenance costs spiral and upgrades become too difficult

 

Our ITSM solution Replacement Infographic shows the right steps to take in an ITSM replacement journey. Keep an eye out for part 2 of our solution replacement series, where we’ll take a detailed look at the process you should follow to successfully replace your current ITSM software. In the meantime if you want to find out more, download our ITSM Solution Replacement Whitepaper, written by Karen Ferris, independent consultant at Macanta.

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