Because Managed Services has been our primary focus for over 20 years, we know that everyone hates replacing their ITSM system. This is quite remarkable, because everyone we talk to agrees that the current system is outdated, extremely expensive, doesn't do what users want, and is completely incompatible with the cloud strategy. You might say: get rid of it tomorrow, right? We are happy to explain why that hasn't worked until now, but above all why it is finally possible: we are happy to replace your current system.
Suppliers focus on selling licenses and hours
Firstly, the problem is that ITSM system suppliers focus on selling as many licenses and hours as possible. That is simply part of their business model, and you can't blame them for that. However, it is in your interest to purchase as few licenses as possible and to pay as few hours as possible for the installation of the system. And we completely agree with you, of course: the focus should be on keeping costs as low as possible, so that you have as much budget left over as possible to use the system for what it was actually designed for:
Integrate, Connect, Automate, Direct
Logical, right? Unfortunately not...
Suppliers focus on providing as many functions as possible for IT departments
A second problem is that the ITSM systems you have known until now have mainly focused on everything that happens within your IT department. And then these suppliers start comparing themselves with other suppliers and add even more icons just to be able to say that they are more complete and better than the other suppliers. In our opinion, they are all missing the point: we are here to ensure that IT services contribute optimally to your business objectives and to ensure that your users are very happy with your IT services and service provision. What do those icons contribute to that? Absolutely nothing! In practice, we see that even IT departments use at most 20% of these functions, but of course they pay for the full price.
If you are not part of an IT department or organization, you naturally don't understand where the real need lies.
We are always part of your organization during change processes and always look for the real needs first. We ask users, IT staff, managers, partners, directors, and even your clients. Only then do we deploy our Enterprise Architects to work with you to translate these wishes into concrete services and processes, and yes, that includes an ITSM system that fits well. People are ready for solutions that are compatible with the cloud strategy or Microsoft unless strategy, which works and integrates with all Microsoft products as standard, including DevOps, for example.
But there is also a desire for ICT to finally design tasks and processes that are easy to automate with Power Automate and can therefore be easily offered via self-service. And we could go on and on: all matters that are in your interest, but not in the interest of the system supplier.
- Why, for example, offer standard SLA reports in the system if everyone uses Power BI?
- Why report your tickets in a separate system when you can do it all through Microsoft Teams?
The commonality is that the well-known ITSM systems cannot meet these requirements as standard, simply because they are not Microsoft. So why replace the system? We are already busy enough, and it will only create more work.
Modules, links, even more spaghetti
When organizations really want more and we help them achieve this, we are bombarded with one module after another. Oh, and you also want to link up with HR and/or facility management systems? Sure, we can do that too, we'll take care of it. Attempts are then made to get the existing systems to do what they should have been doing for a long time, resulting in a package that requires a lot of knowledge and assistance: pure spaghetti.
If you really want more, then unfortunately you will pay a lot more. Result: even more headaches.
So, as a result: if you want to do more than you are doing today, then it stands to reason that this will also cost more, right? So instead of, say, €60 per license user, you might even have to pay €150 or more? Yes, you read that right, that's what we see happening every day. And just to be able to integrate, connect, automate, and manage? Well, as CIO, I can't present that to my management, because they want a return on investment (ROI): unfortunately, that's not going to happen.
And so you remain trapped in the cycle, which we understand very well because we dealt with it every day. That time is over. Thankfully!
ITSM360: just Microsoft, just everything standard and affordable, even for Facilities and HR: makes sense, right?
And now ITSM360: it can do everything that others cannot, even with modules, and is at least half the price in terms of purchase and TCO. And because it integrates with everything, automates tasks and processes, connects to all your cloud solutions, and simply uses all the Microsoft licenses you've been paying for, ITSM makes it possible to achieve a ROI within one year. Your services will simply become better and more cost-effective. But even more importantly, your administrators, architects, SDMs, users, and management will finally be truly happy. Isn't that a more pleasant way to manage than continuing with an outdated system? Here, you can finally make a real difference.
Start small with a PoC: it really is proof of unprecedented value!
So how do we eliminate another major headache: we are already so busy and we can't handle the replacement... Our answer is: just start small, set it up tomorrow, prove that it works with all the licenses and tools available within your own ecosystem, involve users, measure its success, and only then decide on the next steps. In short: build it up slowly alongside your existing system and only switch off the old system when you are ready.
We have had a proven approach for this for years, and it is also very affordable:
But I have to put it out to tender: does that mean I can't do a PoC and have to go through a complicated program of requirements first?
As far as we are concerned, that is the last of the headache files: the tender and the PvE. We have made at least 100 of them in 20 years, and you can have them from us. Because we know what ITSM360 can do and what you would like to have, you will also receive these extra PvE components from us: solved.
But tendering is no problem at all: ITSM360 is the only solution that is very easy to tender: 1 rate, including 24/7 support and deployable on the basis of number of times rate (P*Q): no surprises, and then you can start with the PoC: only pay for licenses when you purchase them. The strength always lies in the right guidance that suits your needs, your speed, and your department. We are happy to assist you with our specialists until you can do it all yourself.
Author: Dennis Daalhuizen
