Over the last five years, significant advancements have occurred in the IT service management market both within IT as well as across the enterprise. Although many of these advancements aimed to replace core IT service management (ITSM) solutions, they have also extended capabilities to include discovery and dependency mapping solutions (DDM), monitoring and event management, virtual agents, artificial intelligence operations, and more.
ESM is considered a “next-generation” Service Management platform. It adopts the same set of principles
Organizations now more than ever want to transform, optimize, and enhance their service delivery capabilities. By doing this, they will achieve service assurance, compliance, reduced risk, automation, and a “shift of transactions left to more cost-effective sources.”
Are you ready to explore alternative solutions to improve your service management practices?
If so, read on.
Why Organizations Switch
Although some companies have moved to “next-gen” ITSM technology platforms, most are still on older, custom-developed, or highly customized legacy solutions. Analysts’ research indicates that over 50% of these companies will make the switch to next-gen platforms within the next three years.
Although most organizations are converting from older, legacy solutions, many companies are moving away from the newer platform solutions as well. There are many reasons why companies change or switch out their ITSM solutions. The three most common are:
Cost: The current solution is cost prohibitive and does not provide an adequate ROI:
- unpredictable costs from year to year
- high incremental costs as an impediment to extending functionality to other areas of the enterprise
- unnecessary costs – what an organization is being charged for versus what the organization needs
Legacy Solution: The current solution is at end of life or difficult to maintain:
- written in legacy languages that make it challenging to maintain
- outgrown smaller platforms: the current solution is dated and not a complete IT Service Management solution
- software vendor is not keeping up with demand, capabilities, and functionality and, therefore, no longer meets the needs of the organization it was intended to support
Enterprise Service Management: The current solution serves only IT when several other service organizations need similar capabilities or functions:
- many solutions, especially named-user-model licensing solutions, can be cost prohibitive because organizations pay extra for both the additional capability and the additional users
- many providers discourage integration with other best-of-breed solutions by bundling their own solutions or charging extra integration and/or orchestration fees
Getting Help with the Switch
Switching from a legacy service management platform to one that has the scale, functionality, and ROI is a major undertaking. Few organizations can pull it off without outside help.
If your organization is contemplating a switch to a next-generation ITSM or ESM solution, T4S Partners can help. From requirements gathering and solution selection to system design, implementation, and integration, T4S can be with you every step of the way. Please contact T4S today to learn more.