Because Managed Services has been our primary focus for over 20 years, we know that everyone hates the idea of replacing the ITSM system. That's strange, because everyone we speak to believes that the current system is outdated, extremely expensive, doesn't do what users want and is totally out of step with the cloud strategy. You would say: tomorrow, get rid of it, right? We are happy to explain why this has not worked so far, but especially why it is now finally possible: replace your current system with pleasure.

Suppliers focus on selling licences and hours

In the first place, the problem is that suppliers of ITSM systems focus on selling as many licences and hours as possible. That's just part of the business model and you can't blame anyone for that. Your interest, however, is in buying as few licences and paying for as few hours as possible to install the system. And we completely agree with you: the focus should be on the lowest possible costs, so that you have as much budget left over as possible to use the system for what it is actually made for:

Integrating, Connecting, Automating, Directing

Logical, isn't it? Unfortunately not......

Suppliers focus on as many functions as possible for ICT departments

A second problem is that the ITSM systems you have known up to now have mainly focused on everything that happens in your ICT department. And then these suppliers start comparing themselves with other suppliers and adding even more icons just to say they're more complete and better than the other suppliers. In our opinion, they also miss the point: we are here to ensure that ICT services optimally contribute to your business objectives and to ensure that your users are very happy with your ICT services and service provision. What do the icons contribute to this: nothing at all! In practice, we see that even ICT departments use no more than 20% of these functions, but they obviously pay full price.


If you are not part of an ICT department or organisation, you obviously do not understand where the real need lies

We are always part of your organisation during change processes and always look for the real needs first. We ask users, ICT staff, managers, partners, directors and even your clients. Only then do we deploy our Enterprise Architects to work with you to transform these wishes into concrete services and processes, and yes, that does include an ITSM system that fits. People need solutions that fit in with the cloud strategy or Microsoft unless strategy, which works with and integrates all Microsoft products as standard, including DevOps, for example.

But people also want ICT to finally design tasks and processes that are simple to automate with Power Automate and thus simple to offer via self-service. And we could go on like this for a while: all things that are in your interests, but not in the interests of the system supplier.

  • For example, why offer standard SLA reports in the system if everyone uses Power BI?
  • Why report your tickets in a separate system if you can do it all in Microsoft Teams?

The common denominator is always that the well-known ITSM systems cannot meet this standard, simply because they are not Microsoft. So why replace the system, we're busy enough as it is and it only results in extra work?


Modules, links, more spaghetti

The moment organisations really want more and we start helping them to do so, one module after the other pops into our heads. Oh, and you also want to create links with HR and/or facility management systems? Yes, we can, we will arrange it. Attempts are then made to let the existing systems do what they should actually have been doing for a long time, resulting in a package that requires a lot of knowledge and help: pure spaghetti.


If you really want more, you unfortunately have to pay an awful lot more. Result: even more headaches

So if you want more than you are doing today, it is logical that it will cost more, right? So instead of, say, € 60 per licence user, you have to go to € 150 or more? Yes, you read it correctly, that is what we see happening every day. And just to be able to integrate, connect, automate and direct? Well, as a 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 circle and we understand it very well because we had to deal with it on a daily basis. Those days are over. Thank goodness!

ITSM360: just Microsoft, just do everything yourself in a standard and affordable way, also for Facilities and HR: logical, right?

And now for ITSM360: as standard it can do everything that others cannot do even with modules and is at least half as economical in terms of purchase and TCO. And because it integrates with everything, automates tasks and processes, connects with all your cloud solutions and simply uses all the Microsoft licences you have been paying for for a long time, with ITSM it is indeed possible to achieve an ROI within one year. Your services will simply be better and more cost-effective. But more importantly: your managers, architects, SDM experts, users and management will finally be happy. That is just a little bit more pleasant to manage than continuing with an old-fashioned system, isn't it? You can finally make a real difference with this.


Start small with a PoC: it really is a proof of unprecedented value!

How are we going to take away another important headache: we are already so busy and we can't have this replacement ...... As an answer, we say: just start small, put it up tomorrow, prove that it works with all the available licences and tools within your own ecosystem, involve users, measure the success and only then determine the consequences. In short: build it up very quietly alongside your existing system and only turn the old system OFF when you are ready for it.

We have had a proven approach to this for years and it is also very affordable:

But I have to put out to tender: then I can't do a PoC and have to go through a complicated list of requirements first, can I?

As far as we are concerned, this is the last of the headache files: the tender and the PoA. We have made at least 100 of these in 20 years and you can have them. Because we know what ITSM360 can do and what you would like to have, you can get these extra PoR components from us too: solved.

But tendering is not a problem at all: ITSM360 is the only system that is very easy to tender: 1 tariff, including 7*24 support and deployable on the basis of quantity times tariff (P*Q): no surprises and then you can still start the PoC: only pay for licences when you actually use them. The power always lies in the right guidance that fits your needs, your speed, your department. We are happy to assist you with our specialists until you can do it all yourself.

Author: Dennis Daalhuizen

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