Is It Time to Sunset Your Legacy ITSM Tools?

6 August 2018 | Articles

ITSM tools are constantly being updated and improved, and at some point, an organization must sunset their existing systems and replace them with something new.

It can be difficult to know when to sunset legacy ITSM tools. Making a change to the applications in use by employees or customers carries the risk of unplanned downtime and disruption to normal business operations. New tools can be costly, as can training employees in their use. And there is always the risk of making a change to a networked application will affect other applications, requiring costly, time-consuming integrations.

Download your copy of our eBook to learn 5 ways that ITSM can help improve your  finance companyHowever, preserving an outdated system carries considerable risks as well. The cost of maintenance and upkeep increases, particularly when an ITSM tool is no longer supported by the manufacturer. Often, outdated systems on old platforms are less secure, customizable, and flexible. Once the manufacturer support is discontinued, security updates and patches are no longer available.

If you have any of these warning signs, it is time to consider sunsetting legacy ITSM tools:

1. Poor performance

Poor performance is often the first sign that an ITSM system or tool must be updated. Performance issues may include slow processing speeds or increased frequency of outages or downtime. Employee behaviors may also provide insight into potential IT performance issues. If an increasing amount of employee resources are devoted to maintaining a particular application, or if employees in other departments are spending their time creating workarounds for an application that is not functioning properly, it is time to look into updating ITSM tools.

2. Negative customer experience

If the ITSM tool in question is having a negative effect on the customer experience, it is time to consider sunsetting. A study by Walker concluded that by 2020, customer experience will overtake product and price as the key differentiator between businesses.

A system or application that has a negative effect on the customer experience, because it causes downtime, slow response to customer service issues, or simply by not meeting expectations for services such as online or mobile-enable inventory or order status checks must be considered for updating.

3. Lack of support

Some legacy software is built with outdated development tools, such as a programming language that is no longer widely used. This makes it difficult to find employees who understand and can support these applications, or integrate legacy systems with newer applications elsewhere in the network.

If the operation of networks and applications rests on the shoulders of a very few employees with special knowledge and skills, who would be difficult to replace, it poses a significant risk to business continuity. Additionally, as a system becomes more difficult to support and maintain, it becomes more expensive as well.

4. Opportunity cost

Sometimes, businesses find that employees are spending more time creating workarounds for inefficient legacy systems than on innovating and creating new opportunities for the organization to meet strategic goals.

If one of the benefits of a new application is that it automates repetitive processes, reduces cycle time, or otherwise improves employee productivity, those resources can be channeled toward higher-level activities.

There are many benefits to updating legacy ITSM tools. Modernizing business critical systems can result in a reduction of unplanned downtime, increased productivity, and a more flexible, agile, and innovative organization. Purchasing new ITSM tools is traditionally an expensive and potentially disruptive process that includes many hidden costs such as process adherence, implementation roadmap, and a learning curve for agents; but it doesn’t have to be that way.

An ITSM partner like e-Core is experienced in analyzing and planning for the retirement of technology. e-Core can help a company to maximize the value of existing technology, and help an organization create a comprehensive plan to replace legacy systems as required.

Contact e-Core today to learn more about how your business can benefit from upgrading its legacy ITSM tools or download the latest case study to learn about how e-Core helped a global investment powerhouse to integrate teams.

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