Legacy SaaS induced complexity plagues IT organizations with significant upkeep, slow time-to-value, data silos, and more. Adopting an ITSM solution that is too complex for your actual needs costs you more than just money.
According to Chris Matchett, principal research analyst at Gartner, "By 2022, 90% of organizations will invest in an ITSM tool without first factoring in their maturity, and as a result, fail to obtain the ROI.”
Using a legacy SaaS system is expensive. What seems ﬁnancially viable initially, quickly escalates to numerous unsanctioned costs. The legacy SaaS operating model with expensive consultants, developers, and partners leaves you heavily invested in the ecosystem. With confusing pricing and a resource-intensive operating model, you ﬁnd yourself stuck in a suboptimal ITSM solution.
Hidden costs you encounter when it’s too late:
Unexpected upfront fee from lengthy implementation cycles
Ongoing maintenance charges
Large, clunky service desks are built with heavy custom-code and require specialized skills to implement, maintain and upgrade. This creates external dependencies. For simple workﬂow changes as well, one is forced to hunt for external consultants, negotiate commercials, create a statement of work, and create elaborate project plans. With the business changing rapidly, such a resource-intensive IT operating model holds you back and slows you down.
You often find yourself stuck in :
Frequent upgrade cycles
Poor support system
Your legacy IT service desk is extremely underutilized for the exorbitant prices you pay. Adopting a solution that is too complex for your actual needs costs you more than just money. It’s ﬁlled with numerous features that you’ll never use. They make the product clunky and hard to use. This leads to reduced adoption and increased frustration for both agents and end-users.
Product complexities that compound over time:
The associated lengthy learning curve
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