How To Survive Switching To A New ITSM Platform?

Sep 06, 2018

IT organizations switch their ITSM solution once every few years. The actual number of the churn rate is highly debated. Some say it’s three years, some say five. But, depending on the needs of the business and the technology gap it deals with, companies often have to replace their ITSM solution after a certain time-frame. 

The advent of software-as-a-service (SaaS) and platform-as-a-service (PaaS) solutions, has probably seen the churn-rate decline a bit. The rise of the Cloud has allowed tools to become more scalable with regular upgrades. However, switching your IT service management (ITSM) tool is a major undertaking. Choosing the correct tool, and its successful implementation can have a knock-on effect in improving your processes and operations across your business. Opting for the wrong one on the other hand, can leave your business stranded.  

Why Change Your ITSM Solution? 

Your organization may need to replace or upgrade your ITSM solution, if: 

  • Your ITSM solution can’t improve your processes any further 
  • Your ITSM solution is difficult for users to grasp, provides insufficient support/ training 
  • Your ITSM solution license has run out/ tool has become outdated 
  • Your ITSM solution is not aligned with ITIL standards 
  • Your ITSM solution has security or scalability issues 
  • You’re getting too many customer/ employee complaints, despite having an ITSM solution 
  • Your existing ITSM solution was implemented/ customized incorrectly 
  • Your existing ITSM tool doesn’t allow automation 


How To Plan Your ITSM Change? 

 Step 1) Build A Business Case 

As an IT leader, or business owner, what business needs do want your ITSM solution to provide? You can start by analyzing your current infrastructure, and documenting where you lack. You can then move on to other features of your solution that could be upgraded, and new technologies that can be integrated. Determine the short-term, and long-term expected goals for the new implementation. 

If you feel you don’t have the necessary expertise to guide you on your evaluation, you can always partner up with a managed service provider (MSP).  

Step 2) Gather Your ITSM Requirement 

 Determining which current tool is capable of keeping up with your growth is difficult. Based on latest developments, you should look for the following provisions in your new ITSM tool. 

  • Incident and Problem Management 
  • Change and Release Management 
  • Request Management 
  • Artificial Intelligence (AI) and Performance Analytics 
  • Asset and Cost Management 
  • Dedicated Reporting and Dashboards 
  • Service Level Management and Configuration Management 
  • Continual Process Improvements 


ServiceNow, a market leader in ITSM tools, provides an innovative solution that delivers all of the above, and more. ServiceNow ITSM solutions can improve productivity, through greater insights and continual process improvements.

Step 3) Align Budget with ITSM Scope  

Once, you’ve figured out what kind of tool you need, you can plan out a budget accordingly. It is important that you survey the market, for the best products and prices, because there are innumerable options available today. You don’t want to go for the cheapest option, just because it’s the cheapest. You have to realistic about what a good product and service costs, and proceed accordingly. Once again, by outsourcing your ITSM needs to an able MSP can help you get the best deal on flexible plan.  

Targeting your ITSM change with clear goals and an idea of how to measure your success is pivotal when considering your new ITSM vendor. ProV International Inc., are a premier global MSP and preferred partners of ServiceNow products. We provide dedicated services for incident, problem, change, release, asset, and knowledge management, and more that ensures your smooth implementation and highest adoption rates 

Our established processes help you gain traction faster than your competitors, and drive up your IT efficiency, governance, and regulatory compliance. To learn more about our full range of services, drop a comment below or contact us today.  

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Topics: ITSM, ITSM Providers, IT Service Management Software, service management software, service management, ITSM platforms, best itsm software, itsm ticketing tools