Why Buy a New Tool for an Old Problem?

October 13th, 2016ITSM


There is a lot of buzz in the market around buying tools, new tools, new ITSM tools, ITSSM tools. Cloud tools. Tools, tools, tools. Sometimes you want to just shout out “What time is it? Tool Time!”

Before buying a tool, we really first need to understand what we are trying to do. Fire, Fire, Aim starts to come to mind here. So what do you get with the new tool? New features, new issues, new opportunities and the downside; new training, resistance, the dreaded rework of integrations.

Don’t get me wrong, you must modernize and upgrade the capabilities of your service management core. If it is more than 3 years old, not in the cloud and you are not fully leveraging a consumer oriented portal and catalog, then we know what we need to do. Technology is an enabler. And with great power comes great responsibility. We must properly assess, plan, then transform to be able to benefit from the expended efforts. And having an experienced partner can minimize the downside issues, allowing you to focus on the upside.

Technology applied correctly can increase efficiencies and speed and remove manual labor. Steve Jobs once said that the PC was “the bicycle for the mind”. IT tools and specifically service management and automation tools can be properly deployed to increase the effectiveness of the IT team and increase both engagement with and satisfaction of the client. Putting the wrong tool to work against a misdiagnosed problem is like expecting a Prius sedan to handle the workload of a 5.000 acre Montana ranch.

According to Gartner, technology is only a small part of the problem, and if we look at the overall IT budget (let alone for the enterprise as a whole), people constitute one of the largest investments. Not being able to leverage that investment either from resistance of the IT team or from the client base (employees) can quash any modernization effort.

So what is the prescription and how does one get started? First we need to have a good understanding of where we are today. So if you have not done a platform and maturity assessment recently, I highly recommend you do. The results may surprise you.

We usually find that many people have not thought of the end in mind. What does the user experience need to be, what does good look like?

Simply changing from one tool to a new one only for incident management/manage is not gaining you new ground. While configuring forms and fields in a tool is important, it is once again going back to my above analogy and saying that my hybrid charges faster and uses less gas than the half ton dually. While that may be true, if the real need is a two ton payload, the ability to traverse rough terrain and pull up a dead stump, as we say, “that dog won’t hunt”.

So we suggest starting with the end in mind. What are the key capabilities you need from the overall IT organization both to run the various elements and to provide the necessary services and support to the rest of the organization? What information do you need to manage the business? What services will you provide and what are the expectations of the client?

Full disclosure, Unisys is not a developer of tools or software for service management. While we develop services and operational expertise, we spend more of our time creating the proper and tailored solution that fits your needs. We do have a strong point of view on the topic and highly recommend the ServiceNow Enterprise Cloud Platform. We will be meeting with clients during the upcoming 2016 NOWForums and can discuss your plans for 2017.

We fine tune the solution based upon our vast operational experience actually using the platform and creating new enhancements, as well as understanding how to create the right combinations to solve difficult problems. We help you create a framework for innovation and allow you to spend more time with your clients coming up with new business ideas and services.

In other words, we don’t sell you square pegs for round holes because we build square pegs. We won’t even sell you a power drill when all you really need is the hole. And in today’s digital economy, what you might really want is just to rent the hole for a few hours or a month to complete a certain task, and in that case, we can talk about how to leverage cloud brokering to provide those capabilities.

Why spend all your time trying to re-invent the wheel when all you really need is a lift between point A and point B?


Tags-   Applied Service Management Cloud Digital Business digital IT Digital Service Management Hybrid IT IT Operations ITOM ITSM