There are many drawbacks to on-premise enterprise software, and IT service management (ITSM) software in particular, but one of the biggest ones is the “vicious upgrade cycle” – where vendors force their customers to upgrade their products to newer releases.
Why Vendors Force You to Upgrade
They do this for two reasons:
- Because they simply don’t want to be bothered supporting multiple product releases.
- Because the ratio of license vs. maintenance revenues becomes “undesirable” for the vendor as software versions age, and they need to find ways to offset anticipated declines in profits.
Your Vendor Should Never Lock You In
We strongly believe that no enterprise software vendor should ever “force” their customers to do anything – but that is exactly what these companies do. They announce that they will discontinue support for older versions of the software, leaving customers with no choice but to move to the latest releases.
Customers should be able to make their own decision, and determine if the expanded functionality introduced in the new release of the software justifies the effort involved with the upgrade. And if the customer chooses not to upgrade, the vendor should still support the older software release they are using. Its as simple as that.
Upgrading Enterprise Software is Expensive
The vendors’ tactics are awful for a variety of reasons. First of all, these upgrades are not simple, by any means. Software needs to be installed, integrated with other systems, then tested extensively before being rolled out into production. In many cases, the entire process can be just as cumbersome, time-consuming, and costly as the initial deployment. Customers may have to devote tremendous resources to the upgrade, just to take advantage of one or two very minor enhancements.
Another issue is any customizations or integrations you have already built into your on-premise software package. Upgrading to a newer release might break these customizations and you would have to modify them to make them compatible with the new release.
Additionally, many applications make it impossible to “skip” versions during the upgrade process. For example, if an organization is several versions behind the latest release, they may have to cycle through every single upgrade in between to get to the newest one. As inconvenient as this is for customers, there isn’t much vendors can do about it – it’s just the way their products are engineered. But, the expense and effort required for this can be astronomical!
Some vendors are not only looking to save money by dropping support for older product versions, they are seeking to generate additional revenues by pushing consulting services on those clients who don’t have the needed in-house resources to handle the upgrade. Most enterprise on-premise ITSM providers offer “upgrade packages” for this very reason. Companies are forced to move to the newer version, but don’t have the staff to do so, so they have to hire the vendor’s professional services team. Obviously, this causes a very sharp rise in total cost of ownership.
SaaS Helps You Regain Control
Enterprise software customers now have another option. They can break the vicious upgrade cycle with the help of vendors who deliver SaaS-based IT management solutions. By making the switch to robust and feature-rich SaaS-based ITAM and ITSM software like SAManage, users never need to worry about upgrades – ever. Installation, upgrades, and testing of new versions is handled by our own skilled staff, at our state-of-the-art data centers.
With SaaS, new features and capabilities are rolled out seamlessly, with absolutely no cost, effort, or disruption on your part. Any customizations or integrations you have already invested in will continue to work properly as new capabilities are rolled out to you at no additional costs. Sounds too good to be true? contact us to learn more about SaaS-based IT management and how you could benefit from it today!
About Nicole Hollingsworth
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