When it comes to reaching “end of life” for existing on-premise IT service management (ITSM) and IT service desk tools, and evaluating and selecting replacement options, many companies are heavily influenced by their current vendors. Of course, the vendors are biased is their approach. They have a vested interest in convincing the customer to simply upgrade to the latest version of their solution. But, in many cases, this may not be the best or most viable option.
“End of Life” is a bad business practice
There are countless problems that exist as software reaches end of life – problems that likely won’t be solved through a standard upgrade to the same vendor’s newest offering. Any “upgraded” product a vendor offers will undoubtedly be very similar to the one that is nearing end of life. This means:
- It is likely built on an antiquated infrastructure, lacking in newer, more innovative functionality, and may be difficult to integrate.
- It offers limited flexibility to conform to unique or specific IT service desk work-flows, forcing the user to modify their processes to work the way the software does.
- It is bound by a single delivery model – on-site deployment. This means the “upgrade” will come with high licensing fees, and possibly require high expenditures on new, better hardware.
- As companies essentially “write off” the investment made in the software nearing end of life, they are putting themselves in the position to do the same several years down the road, when the “upgraded” product matures and the cycle begins all over again.
Get relief and migrate to the cloud
Businesses should understand that they are not bound by their legacy vendor’s recommendations, and must take their vendor’s suggestions with the proverbial “grain of salt”. In fact, these issues that result from end of life scenarios actually create a perfect opportunity for change, unless you can be absolutely certain this is the last time it repeat itself. They give companies a chance to begin taking advantage of the latest advances in SaaS ITSM and programs like Cloud for Clunkers, the SAManage replacement program so they can empower IT staff to deliver superior service, and to better meet the needs of end users.
For example, as their IT Service Management solutions reach end of life, organizations should consider making the move to SaaS IT service management, which is designed to help them avoid problems like these. For example:
- They are built on newer, more robust Web-based technologies that enable rapid and frequent enhancements and more readily satisfy modern integration requirements, such as Google Apps or Salesforce.com.
- They are using modern usability and user interface which contributes directly to improved productivity and much greater customer satisfaction from both the IT service team as well as the end-users.
- They can be customized more easily than on-premise tools, helping companies operate in a more agile fashion. In other words, SaaS IT Service Management will enable users to easily adjust and adapt their environment to address any changes down the road.
- They free organizations from outrageous licensing costs and the need to invest in additional hardware, offering a simple, budget-friendly “pay as you go” pricing model.