August 3, 2011 Leave a comment
We’ve been very busy in recent months finding innovative cost-cutting ways to help customers derive more value from their IT Service Management processes and disciplines.
- Reduce direct vendor costs (software licenses and maintenance costs)
- Faster time-to-market for new features and benefits
- Reduce implementation time & cost
- Improve service quality
- Improve alignment of Service Delivery team to the Business
To achieve these we’ve had to overcome a few key challenges:
Legacy Challenge #1: Cost & Complexity
The legacy ITSM solutions are about as cumbersome and complex as the typical organizational specific ITSM processes and workflows themselves. Granted the legacy vendors are trying really hard to re-invent the front-end usability, ease of implementation, etc, but there’s no way they can just overhaul a complex ITSM product overnight. It’s a bit like trying to change the wheels on a moving vehicle. The challenge with using these legacy solutions [as powerful as they may be] is that the license, maintenance and implementation costs are prohibitive for smaller organizations. Even large organizations – especially in the current economic climate – are desperately looking for innovative ways to reduce costs while improving their service delivery capability and quality.
Our Solution: Change the underlying technology. Service-now.com is a web2.0 [modern] solution, built from the ground up, is cloud based [no more operational babysitting and system administration nightmares], and was designed with ease of use and implementation as a fundamental guiding principle. This means we can design, build and test the ITSM solution in third of the time of what we traditionally could and did.
The Benefit: Reduced cost and complexity – and significantly so. Our Service-now.com customers are ecstatic with their choice of technology and our ability to deliver. Once delivered, the administrative overheads are substantially reduced and the fact that Service-now.com is offered through the cloud, means that the painful and costly exercise of upgrading and remaining current evaporates into thin air [excuse the pun]. I always used to maintain that technology is “just technology” and no one technology can make a huge difference… well I’ve been proven wrong. I was actually astonished as to how big an impact the changing of an underlying technology can have on the key drivers listed above.
Legacy Challenge #2: Engineers & Consultants
We “grew up” in an industry where organizations relied on consultants to help define their ITSM processes (and requirements) while an independent reseller or systems integrated implemented the ITSM solution. There appears to be increasing frustration with misalignment between the perfect [often over-engineered] ITSM processes, the business needs and what the technology is able to deliver within a reasonable time. To avoid this misalignment, a more inclusive consultancy approach to solution delivery has become paramount.
Our Solution: Our delivery teams increasingly rely on experienced ITSM solution experts, business analysts and consultants that understands the underlying solution capabilities. This means we guide the customer through a design process using a far more pragmatic approach. Our experienced business analysts and consultants work together to engage [interrogate] the business users and capture the true business requirements. They either design or assist in the design of the customer’s processes and ensure that the user and business requirements are converted into well defined technical delivery requirements.
The Benefit: Our customers are now getting more value from the process design through to implementation. Our pragmatic approach means the processes are designed to bring simplicity, ease of use, achievable results and are quick to implement, directly achieving many of the key drivers identified above.
When next faced with questions on your improvement strategy, you should be considering a lot more than simply how to improve current processes. By using an innovative solution like Service-now.com and an agile implementation/consultancy partner such as Marutech, you’d be surprised how easily you can swop out the underlying legacy technology AND improve your processes for less than what you would have spent on your next big upgrade.