This is the first in asix part seriesin which Axios Systems’s EVP Markos Symeonides discusses the top five headaches IT managers face when upgrading their ITSM solution.
We asked IT managers, “What are your top upgrade headaches?” Across the board, Application Complexity is one pain they’d all felt and feared with each subsequent upgrade. This isn’t surprising because framework vendors often offer IT Service Desk and IT Service Management (ITSM) solutions that are actually comprised of a patchwork of smaller, acquired technologies (or modules) built-up over the years. But these piece-meal systems are often cumbersome, lack full integration and are missing key features and functionality needed by the customer.
In many cases, each of these modules must be upgraded individually, in the correct logical order, with a lot of caveats to achieve overall upgrade success. Individual modules may also have their own R&D cycles, product roadmaps and upgrade processes which, together, create a very difficult and complex upgrade. Keep in mind that this is before taking into account customizations—something the mega-vendors push for as a competitive differentiator (see my previous post onConfiguration vs. Customization). The impact of upgrading a framework vendor’s ITSM solution is a long and expensive project; costs are accrued in time, people and money. The effort involved, combined with a lack of internal IT resources and the vendors’ inability to support their own customers, has resulted in third-party consulting organizations entering the market just to manage and support clients’ upgrade projects. This additional resource drain equates to a huge capital cost that further adds to the Total Cost of Ownership (TCO), reduces ROI and decreases the business value of the solution by impacting enterprise users over an extended period of time. On top of this, the complexity involved means there is considerable potential for the upgrade project to fail entirely. Best-of-breed vendors, like us, avoid this problem by utilizing a single application architecture, driven from inception as one application to provide comprehensive support for, and interaction between, all ITIL processes within a single application. As a result, the architecture is a robust, cohesive unit—sharing a single, centralized CMDB that can be upgraded in a single action, essentially removing the Application Complexity nightmare. These solutions are simple, making upgrades easier and are also based on ITIL best practices which enable alignment with processes already in place (integrating the technology into the environment, not vice versa). If you’d like more information on avoiding the Application Complexity headache and what questions you should ask during the evaluation processcontact us. In the meantime, check out stay my next post “Headache #4: Migrating Customizations and Integrations” as we count down to the #1 headache we all want to avoid.
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.assystadds 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 visitour website,TwitterorYouTubechannel.