The No. 1 Mistake to Avoid with ITSM Innovation
London, UK (PRWEB UK) 30 April 2015 -- Have you ever changed or amended the source code of an IT Service Management (ITSM) solution? Perhaps to add features and functions that weren’t included in the ‘out-of-the-box’ software?
If so, you may have complicated the link between what you’ve got and what the vendor will support. Now, consider that you may also have potentially dozens of integrations connecting your ITSM software with other ITOM tools. If over-customized, your solution will become fragile to touch and is likely to cause major disruptions across your business.
The key risk in over customization of your ITSM tool code is that you’re more likely to get locked into your current version. Axios Systems’ research, which engaged 250 senior IT professionals from over 100 leading organizations, identified the two fundamental service management challenges for 2015: 25% highlighted that they face significant internal barriers to adopting new service functionality such as service catalog and collaboration. A further 26% highlighted their key challenge to improving performance is the introduction of a new service management product or significantly upgrading their current solution.
With outdated ITSM software comes the loss of agility.
So, what can you do to break the over-customization habit? Ask yourself: “Do we really need this customization?” Evaluate the pros and cons of your requirements versus increased application management overheads. Your strategy needs to ensure that today’s changes will not limit your ability to drive wider innovations in the future.
If wide-scale customization is not the key to sustainable innovation, then what is best practice? Brian Kerr, Senior Managing Consultant at Axios Systems highlights “Whilst the ITIL® framework provides the methodology for effectively managing IT service, it is fundamental that the selected tool enables complete control without the requirement for extensive recoding. To mitigate this risk, vendor selection is key. It is an absolute imperative that the tool provides granular configuration without users resorting to custom coding.”
Scott Leckie, CTO at Axios Systems continues “Axios are recognized as visionaries in IT Service Management. Our solution, assyst, has the highest levels of R&D investment in the industry and consistently receives perfect scores for functionality from leading analysts. We were the first to provision all 15 ITIL processes with a single application. Configuration is at the core of assyst’s flexibility.”
About Axios Systems
For over 25 years, Axios Systems has been committed to delivering innovative IT Service Management (ITSM) solutions that help customers improve not only their infrastructure operations but also to enhance service delivery across business functions including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies.
Axios’s enterprise ITSM software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges across the organization.
In 2014, assyst was accredited for all fifteen PinkVERIFY™ ITIL® processes. Axios Systems was the first technology vendor to achieve this within a single solution.
For more information, please visit our website at http://www.axiossystems.com
Press Contact: pr(at)axiossystems(dot)com
Laura Rafferty, Axios Systems, http://www.axiossystems.com, +44 1312204748, [email protected]
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