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We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
Migrating away from an antiquated IT Service Management (ITSM) platform or from an ITSM tool that’s too complex and costly may seem like a daunting task. The search can be overly time-consuming and the actual migration might seem out of reach when you take into account everything that goes into it.
But it’s not impossible.
For those that do make the move to a new ITSM platform, the drive for change usually comes down to one key factor: the pain of staying on the existing system has become too great.
This could be the pain associated with using a system that is heavy on admin requirements or an ITSM that needs technical resources to build automation and workflow, or it could be that the platform simply does not offer enough to reach the level of service desired. For example, maybe your existing ITSM tool doesn’t offer a self-service portal or the knowledge base may be missing, or perhaps you want a more complete platform that incorporates all of the elements of ITIL, including change management.
ITSM system migration doesn’t need to be a big deal and you do not need to live with a platform that is not meeting your needs or your budget out of fear of change.
To ensure a successful migration to new ITSM software, follow these tips:
When evaluating ITSM software for your organization, here’s a list of features and functionalities that should be non-negotiable for you and your business:
By measuring your ITSM options against this list, you can find a tool that can be customized to fit your needs and scale for the future.
To realize all of the benefits of ITSM, you need the right processes in place.
Before you start to make the switch to a new system, make sure you get buy-in internally for the new software. You need to sell the concept of using your new ITSM for service delivery – as well as change and project management – at all levels of the organization, not just within IT or the executive level.
With a solid strategic plan, a heavy education process and emphasizing the high level of usability of the platform – you should succeed in getting everyone on board. It’s important to make sure that every stakeholder within your organization knows how usable this new ITSM software will be organization-wide, not just within the IT department.
Specific organizational concepts and tasks that you should demonstrate on the ITSM platform in order to educate and get buy-in include:
Because having a strategy is so important in regard to the successful implementation of an ITSM platform, we’ve put together a three-step process you can use to guide the creation of your own implementation strategy:
In addition to following these steps, create a simple, organized visual that shows a timeline explaining what processes will be implemented at what time. You can include, along with this visual, a more in-depth spreadsheet that lays out the following details of each phase: what resources are required, the percent of time needed, what value it provides to the organization, the associated system retirement, and the associated cost reduction.
These two files will appeal to the non-technical audience and help to get them on board with the new ITSM solution.
This article was originally published in March 2021 and has been updated with new information.
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