New Year, New ITSM Solution?
As the final quarter of 2016/17 begins, you’re probably thinking about the new budget cycle starting in April. And what better way to kick off the financial year than with a new ITSM software solution?
After all, your current ITSM software solution has never really lived up to its promise. You’d hoped it would help you clean up your CMDB data and finally make the move to an effective self-service… but it never quite happened.
And, no doubt, you expect a new solution to require some setup time. Perhaps you’ll need to update your service catalogue, or tweak the odd process.
But before we get to that, it’s time to ask yourself a serious question.
Why Do You Think You Need a New ITSM Solution?
This may seem like an odd question, but hear us out. No doubt there’s a whole laundry list of things you’d like from an ITSM solution, many of which aren’t being accommodated by your existing solution.
And you aren’t alone. Nearly every organisation feels the same way.
That’s why nearly every ITSM software solution on the market is positioned as ‘Easy to setup’, ‘Works out of the box’, and ‘Fully customisable’. Vendors know what you want, and they’re determined to show that their solution can meet your needs.
And here’s the thing. Most of them really can meet almost every one of your requirements. The only thing they can’t do (no matter how much they insist they can) is work perfectly out of the box.
Sure, they can provide out of the box functionality for everything from incident and change management to self-service and third party integrations. But they can’t instantly provide logical end-to-end processes that match your precise environment.
And that’s the reason we ask why you think you need a new ITSM software solution. Because, in our experience, your existing ITSM software probably can meet the needs of your organisation… if you take time to lay the groundwork.
Switching is the SECOND Big Decision to Make
Of course, we’re not saying you definitely don’t need to invest in a new ITSM solution. It’s entirely possible your existing solution really can’t meet your organisation’s needs.
But making that decision can wait. The first step is to conduct a full review of your processes.
You see, for most organisations, there’s a reason why their existing ITSM solution isn’t performing as they had hoped. Quite simply, their processes fall a long way short of ITIL best practice. As a result, they’re stuck in a perpetual cycle of procuring a toolset, investing two years trying to make it work, then finally giving up and moving on to the next toolset.
Unsurprisingly, we recommend a different approach: Conduct a full review of your processes, and bring them in line with ITIL best practice. Then, instead of shoe horning legacy processes into an out-of-the box ITSM solution, you’ll be able to configure a new or existing ITSM solution to reflect your improved processes.
No, it’s not the easy option, and no, it isn’t glamorous. But if you want to finally implement an ITSM toolset that lives up to the hype, overhauling your processes (not to mention your CMDB and service catalogue) is the only surefire way.
If you’d like some help bringing your processes in line with ITIL best practice, we’d love to help. Our consultants can help you develop and implement an ITIL framework that aligns IT services with the needs of your business… AND most likely save your organisation thousands on a new ITSM solution. For more information, check out our fixed price ITSM assessment package.
OK Fine… But We Still Need a New ITSM Solution
Not all ITSM software solutions are made equal. Even with a full process review, it’s conceivable that meeting your needs will require additional investment.
But don’t fall into the trap of assuming that just because a process review won’t solve all of your problems, you don’t need to do it at all. If your processes need refining, no ITSM tool on the planet will give your organisation the functionality it needs.
But when all that is said and done, if your existing ITSM software solution doesn’t meet your need, you’ll need to select a new one. The trouble is there are so many to choose from, and it can be hard to identify the best option when every vendor uses the same buzzwords, promised features, and ever-so-slightly too slick salespeople.
Among other things, you’ll need to consider:
- Process and software integrations
- Licensing and hosting options
- ISO/IEC20000 compliance
- Vendor reliability and trustworthiness
Of these, integrations and vendor quality are by far the most neglected. Of course, functionality, licensing, and hosting are important, but don’t lose sight of the bigger picture.
First, ITSM software solutions don’t exist in a vacuum. The tool you select will most likely need to integrate with a variety of existing systems, and incompatibility can cause serious long-term headaches. Second, you aren’t simply selecting an ITSM solution. You’re choosing a business partner that (in an ideal world) you’ll be working alongside for years.
Taking the time to get this decision right, especially after you’ve put time and resources into laying the necessary ITIL groundwork, will be the difference between a successful ITSM toolset implementation, and another two-year cycle of frustration.
At CIHS, we’re more than used to this process. Our fixed price vendor selection package covers everything from reviewing your existing processes and identifying areas for improvement to recommending the best ITSM solutions for your organisation’s specific needs.
We’ll even conduct a third-party relationship review of your preferred vendor, contract, and SLA to make sure you’re getting exactly what you need.
New Year, Better ITSM
As you’ve no doubt realised, ITSM software solutions aren’t a cure-all… at least not in isolation. But if you can combine best practice ITIL processes with the right solution for your organisation, you really can finally have an ITSM program that just… works.