Three Keys to a Successful ITSM Refresh

Are you looking to transform your IT Service Management with new, modern ITSM software? An ITSM tool that’s purposefully built to support the requirements of digital transformation for your business or organization?

With all of the different technologies in the market, it can be hard to sift through the noise and find the right ITSM vendors. And we all know when it comes to refreshing your IT Service Management (ITSM) software, the stakes are high. A successful refresh can lead to increased efficiency, reduced strain on IT resources and improved service quality.

Legacy Supply Chain Services, a third-party logistics provider, recently mastered this process. Their journey involved three key strategies: identifying pain points, conducting exhaustive research and partnering with an expert to optimize processes.

This blog post will delve into these strategies, providing valuable insights for anyone considering an ITSM refresh either now or in the near future.

Starting the Search for a New ITSM Vendor

Like their colleagues at other organizations, the IT infrastructure team for Legacy Supply Chain Services must wear many hats. Responsible for supporting nearly 1,000 employees across 22 locations in North America with a staff of eleven people, the team is constantly on the go.

It’s a familiar scenario found in companies across industries. IT teams need to work efficiently to support their business. To do that, they need the right tools and processes in place.

“Our previous tool worked great, but it was very limiting when it came to scaling our IT services and growing what we wanted to do,” Keyon Farrier, service desk manager, said. “We really needed an ITSM tool that was an extension of our current IT infrastructure team. We wanted a system that could be self-sufficient and really act like an added member of our team.”

Farrier said they began their search for a better, more structured tool using the services of Info-Tech, a technology consulting and research firm.

“We started our search with Info-Tech looking at just change management tool to add to our existing ITSM tool at the time, then realized we also wanted to find a tool that could help us automate processes,” he said. “Info-Tech provided us with some great options, so we started the vetting process and found that TeamDynamix really fit our needs – not just for change management and automation, but for everything.”

Three Keys to a Successful ITSM Refresh

Based on the lessons that Farrier and his colleagues learned from their experience, here are three key strategies that can help organizations of all types improve how they deliver and manage IT services.

1. Understand your pain points.

The first step when embarking on an ITSM tech refresh is to truly understand what’s holding you back.

“Talk to your help desk employees,” Farrier advised—the people who are on the front lines of doing the IT work. “Get their input into the challenges they’re facing, and then come up with a plan that can help alleviate those challenges.”

In looking for an ITSM platform that would help the team accomplish their goals, Farrier engaged his support staff in the search process, as “they’re the ones who deal with the system daily,” he explained. “They might sometimes be the forgotten folks, the ones who stay behind their laptop handling tickets. Yet, they’re the ones who know what it will take to make the system better.”

B&I Contractors, a mechanical systems contracting service company based in Florida, echoed that advice.

“We had outgrown the IT Service Management platform we were using, and quickly realized we needed to find a new tool that could support us,” Jay Reymond, Senior Engineer in IT, said.

Before starting their search, Reymond said they talked to key stakeholders and put together a checklist of key features needed to address existing pain points within the IT organization. “We had to really dig through the tools that are available and figure out which ITSM software made the most sense for our business needs,” he said. B&I ended up selecting TeamDynamix as the new ITSM tool for the company.

2. Do your research.

As mentioned previously, Farrier and his team enlisted the help of industry partners such as Info-Tech Research Group to help narrow down their search and find the right ITSM tool for their business needs. While Info-Tech offered several vendors for evaluation, they ultimately chose TeamDynamix based on the guidance they received.

“We found TeamDynamix because it was listed as a Leader in Info-Tech’s quadrant for ITSM,” Farrier noted.

TeamDynamix has also been recognized as an ‘Honorable Mention’ in the 2022 Gartner Magic Quadrant for ITSM.

When researching ITSM vendors you’ll want to be sure they can provide the following features and functionalities out of the box:

  • Incident and problem tracking – when you run a service desk you need to have fast routing and the ability to group tickets for both incidents and problems. Doing so will allow you to properly communicate and be transparent throughout your organization. 
  • Service portal and knowledge base – Did you know a support call can as much as $22 (according to HDI), while self-service is just $2 per incident? It’s a recommended best practice to build out a solid knowledge base and service portal so customers can resolve their own issues instead of taking up your IT help desk’s valuable time with requests like “How do I change my password?” 
  • Workflow automation – Your teams should be focusing their efforts on your organization’s highest priorities. By setting up automation for mundane, manual or error-prone activities they can do just that. 
  • Asset management and discovery – Make sure you can identify and track assets, plan for changes and respond to issues with an understanding of CI configuration history, blackout and maintenance windows and impact maps. 
  • Change management – The majority (nearly 80 percent!) of issues reported to IT are the result of poor change and release management. Make sure your tool allows you to properly organize and manage plans, execution and communication for new functionality and maintain the continuity of existing services.  
  • Dashboards and reports – Great ITSM dashboards and reports give you the key metrics needed to make confident decisions, helping you to identify issues before they become problems, support key meetings, profile trends and communicate the value IT provides to your entire organization.


3. Find a true partner to help you optimize processes.

Because IT staff often feel pulled in many directions and time is at a premium, “we try to lean on some of our vendors and partners for help” in implementing new software, Farrier said.

As part of their implementation process, Farrier and his team found they needed to reevaluate and revise key processes when configuring the platform – especially around creating a better self-service portal experience.  Here is where the ITSM software provider can also differ.  It was important for the team at Legacy to find a software partner that also offered process consulting and implementation services.

By spending a little more time on the planning, the company was better positioned for the actual migration.  With the plan in place, the implementation itself can go faster. “It put us in a better position to succeed,” Farrier observed.

Are you interested in hearing from more companies that have recently refreshed their ITSM tools to provide a better experience? Check out: Companies Share Tips for Automating IT Service Management, Solving IT Challenges

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