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Don’t Love It, Then Leave It! Moving from Legacy to Next-Gen ITSM

Posted by on October 22, 2019

Legacy ITSM

Toward the end of every year, IT leaders around the world inevitably question, to replace or not replace existing software. I’ve been working in enterprise software for many years now, and, if there is one thing that I hear consistently—no matter the software and no matter the pain endured—the prospect of change is daunting.

Often, this fear of change is so great that departments or companies-at-large will suffer through performance and employee or customer experiences that are sub-par or worse. In addition, IT leaders may be challenged with overly complex software that is difficult and expensive to manage and maintain. In these cases, transitioning to new systems can be time-consuming and expensive, resulting in the feeling of being trapped.

With this time of year upon us again, I am taking this opportunity to share with you some of the risks and the opportunities available for those who are willing to set aside their trepidation and improve business process now.

The Cost of Inaction: Legacy Technology as a Drain on Business

Settling for outdated and ineffective technology is not good for business, to say the least. The risks include the hard costs of business lost, IT downtime, and difficulty attracting and retaining talent to name a few.

  • The hard costs of lost employee productivity are estimated to be more than a trillion dollars U.S. nation-wide (State of Workplace Survey)
  • IT downtime is estimated to cost businesses well above $300,000 per hour (The Cost of Downtime) and the cause of lost productivity amounting in the billions in the UK alone (The Cost of Outdated Technology for Your Business)
  • The difficulty attracting and retaining talent is evidenced by reports finding that a majority of millennials (82 percent) say workplace tech influences their job decision. Further, 42 percent say they would leave a job with unsatisfactory technology (Future Workforce Study).

As a company that specializes in enabling workflow automation through service management software, we are focused on how technology can work better together across an organization to facilitate better employee experience and productivity. In research we conducted recently, 43 percent of information workers in companies 1,000+, report that more than half of their day is still spent on manual processes. And, the processes that may be digital are not working together with other departments or processes that they need to do their jobs. This lack of integration results in decreased employee satisfaction, engagement and—ultimately—productivity.

Opportunity for Innovation: Technology for Efficiency & Growth

It’s no secret that leveraging technology is a key priority for most businesses today. A survey of CEOs by Gartner revealed that IT related priorities were second only to growth. Beyond that, CEOs surveyed looked to technology to both control costs and grow new revenue.

The opportunity for CIOs and technology leaders in organizations across industries to take a leading role in transforming their business for the better is real. “The Power of Process Integration” survey of information workers at large companies also showed that of the less than 30 percent who reported having a highly integrated work environment, the vast majority had digital transformation initiatives, a CIO or other leader at the helm, and a focus on employee feedback, training, and continuous improvement. The result is employees that are more productive—logically fueling efficiency and growth.

Forrester Research published a report in 2018 proclaiming, “Process automation is the lifeblood of digital transformation. As process automation demands grow, your organization will look and act very differently than it does today.”

To achieve the benefits of this process automation, more and more companies are looking to service management software that goes beyond the traditional bounds of IT and into the world of enterprise service management—automating processes for an entire business, cross-functionally.

Taking the Leap: Replace and Renew

Here at Cherwell, we’re committed to helping ease transition to new service management software, while reducing switching costs to help companies take full advantage of a modern platform to increase operational maturity. In fact, we have a special offer for enterprises looking to replace their legacy IT service management (ITSM) software from vendors like BMC or Microfocus. However lately, we’re also hearing from more customers who are dissatisfied with the price-to-value ratio of their Service Now implementation. (Learn more about the Cherwell ITSM Legacy Replacement Offer.)

Our team is dedicated to help accelerate the transition to a modern service management platform to increase operational maturity, enhance employee satisfaction, engagement and productivity.  

Low Cost of Entry

Cherwell offers a concurrent (shared) licensing model that provides a cost-effective alternative to named licensing. Customer-friendly, inclusive pricing means that portal users, manager approvals, password resets, and other automation and integrations do not require additional licenses.

Ease of Customization

No need to maintain an army of developers or professional services to configure, administer, or upgrade the solution. Cherwell was “born codeless,” meaning workflows can be built, modified, and upgraded using straightforward visual editors—no programming or coding expertise required!

Quick Migration, Rapid Time to Value

Cherwell Professional Services and certified service partners have extensive experience successfully migrating other ITSM software vendors to Cherwell Service Management. Cherwell comes with eleven pre-built ITIL® processes which accelerate time to value, as well as a free orchestration tool that enables you to easily automate simple or complex workflows, with no coding or scripting required.

Scale with the Cloud 

Cherwell’s partnership with Amazon Web Services (AWS) ensures ready, highly available access to a robust platform that’s prepared to scale with organizations increasing business needs.  Over 70 percent of our large enterprise customers have expanded use of service management outside of IT, providing key business value that drives greater employee and customer experiences.

Learn more about Cherwell’s ITSM replacement offer. 

See how Cherwell compares to other ITSM vendors.