Hidden costs escalating the total cost of ownership (TCO)

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 

  • Personnel costs 

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External dependencies slowing you down

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 :

  • Lengthy implementations 

  • Frequent upgrade cycles 

  • Poor support system

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Product complexity breeding agent frustrations

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:

  • Feature overkill 

  • Clunky UI 

  • The associated lengthy learning curve

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Additional Resources

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IT Service desk Maturity Assessment 


Interactive Test
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The real cost of ownership of IT service desks
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IT Service Catalog Best Practices