Blog The 5 Upgrade Headaches - Headache #3: Withdrawn Support and Solution Sun-Setting
This is the third in a six part series in which Axios Systems’s EVP Markos Symeonides discusses the top five headaches IT managers face when upgrading their ITSM solution.
Now that we’ve talked about Application Complexity and Migrating Customizations and Integrations, let’s take a look at headache #3 as identified by IT administrators: Withdrawn Support and Solution Sun-Setting – what do you do when your technology has been discontinued?
In recent years, the economic situation and the consolidation of the ITSM software market has driven a number of vendors to withdraw support for older versions or, in some cases, withdraw support for the entire product. HP and CA are two examples of organizations that are trying to reduce their product support costs by minimizing the number of versions they are supporting, effectively requiring customers to upgrade their toolsets. For organizations that are “version locked” due to excessive customization, this is bad news as it poses a significant business risk to be pushed into such a big project at an inopportune time.
Think about a retail chain store during the Christmas period. Being forced into an upgrade at such a critical time can have a serious impact on business and profitability. IT resources will be stretched to the limit to handle peak capacity, meaning resources are simply not available to run a successful upgrade project.
To avoid this situation in the future, organizations that are in the market for a new ITSM solution should be wary of clauses in vendor contracts that mandate upgrade schedules within timescales that suit the vendor’s agenda. Businesses cannot afford the disruption and risk of service unavailability or Service Desk downtime, nor can they leave the organization without vendor support for their ITSM toolset.
As you look to invest in an ITSM solution, look for a vendor focused solely on ITSM versus that of a traditional platform vendor. A vendor with a singular focus is much more in-tune with customer needs and timelines. Moreover, they are less likely to discontinue support for older versions than traditional platform vendors that carry multiple versions of multiple products. In essence, it’s a one-to-many mentality – it’s better to do one thing well than do many inadequately.
Let’s face it, technology markets will continue to shift, companies will be acquired, technologies will be consolidated. ITSM solutions are an investment in your company’s future, so be sure to understand what’s included in your solution, if customization will help or hinder your company, and the upgrade path for future versions. Also be sure to research the company providing the solution as much as the technology – the system may be fantastic, but you need to make sure the company behind it will be around to support it in the long-run.
About Axios Systems
Since 1988, Axios Systems has been committed to innovation by providing rapid deployment of IT Service Management (ITSM) software. With teams in 22 locations globally and over 1,000 successful customer SaaS and on-premise deployments, Axios is a worldwide leader in ITSM solutions, with an exclusive focus on ITSM. Axios’s enterprise ITSM software, assyst, is purpose-built, designed to transform IT departments from technology-focused cost centers into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges. Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website, Twitter or YouTube channel.