Continuing the theme of upgrade headaches this week we look at the impact of customization and integrations.

Every organization is different and it is common for organizations to have unique requirements for their Service Desk and ITSM applications.

The business needs the technology to behave in a way that supports the existing culture and processes of the company. Not all ITSM solutions offer the same functionality, so the difference between an individual organization’s requirements and the functionality of the vendor’s offering will dictate the scope of customization that will be required.

Ultimately, there is a choice to be made between commissioning/developing a custom ITSM application and purchasing a commercial off-the-shelf product. In the majority of situations (taking into account the maturity of tools in the Service Desk market) developing an in-house solution is not a viable option; it is more economical to acquire the functionality needed by customizing an off-the-shelf solution.

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The 5 upgrade headaches (1 of 5): Application complexity

by Martin Stewart on 10 September, 2014

For the next 5 weeks we’ll be looking at the 5 key issues that cause application upgrade headaches and some strategies for how you can avoid the pain. This week, we look at application complexity.

Many IT Service Desk and IT Service Management (ITSM) solutions offered by the framework vendors comprise a patchwork of acquired technologies built up over the years to provide comprehensive ITSM functionality. Instead of expanding the native functional footprint to meet customer needs through organic development (which naturally leads to more cohesive solutions) they have acquired smaller technology vendors and integrated these products into their portfolios. As a result, the applications form a complex network of software components with their own platform and hardware requirements.

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Whitepaper: The 5 ITSM solution upgrade headaches…and how to avoid them

3 September 2014

Enterprise applications of all types should deliver strategic value to the business, not drain resources through heavy application management overheads. Upgrades are necessary to get access to the latest technology you need to support the business, but often the complexity of the upgrade project makes it impractical or even impossible to take the step up. [...]

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Top 7 ITSM trends for 2014 and beyond: Knowledge Management

28 August 2014

Trend number seven in our series of blog posts on the top seven ITSM trends for 2014 is Knowledge Management. Knowledge is the lifeblood of an organization and one of the most valuable assets. It’s critical to productivity – both in the business and within IT. Knowhow gets things done, so capturing and leveraging knowledge [...]

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Top 7 ITSM trends for 2014 and beyond: Big Data and Analytics

19 August 2014

Trend number six in our series of blog posts on the top seven ITSM trends for 2014 is Big Data and Analytics. Big data is characterized by three attributes – volume, velocity and variety. High volumes of data make it difficult to record, store and process efficiently using normal technology architectures. The velocity at which [...]

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Top 7 ITSM trends for 2014 and beyond: Shadow IT and IT as a service broker

15 August 2014

Trend number five in our series of blog posts on the top seven ITSM trends for 2014 is Shadow IT and IT as a service broker. Just as Bring Your Own Device (BYOD) empowers employees, the easy availability of cloud solutions empowers business units to source their own technology. BYOD and shadow IT are essentially [...]

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Top 7 ITSM trends for 2014 and beyond: BYOD becomes BYOT

6 August 2014

Trend number four in our series of blog posts on the top seven ITSM trends for 2014 is BYOD becomes BYOT. As private ownership of laptops, tablets and smartphones continues to grow, and more Digital Natives/Millenials move into the workforce to replace retiring baby boomers, the Bring Your Own Device (BYOD) trend is swelling. Employees [...]

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Top 7 ITSM trends for 2014 and beyond: Omnichannel IT Support

30 July 2014

Trend number three in our series of blog posts on the top seven ITSM trends for 2014 is Omnichannel IT Support. When consumers are looking to buy products or services, they want to engage through the channel of their choice – the one that suits them best at that time, not what suits the retailer. [...]

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Top 7 ITSM trends for 2014 and beyond: End User Experience (EUX)

21 July 2014

Trend number two in our series of blog posts on the top seven ITSM trends for 2014 is End User Experience (EUX). Although conversations around needs, demands and service levels usually happen between IT managers and business unit heads, employees out in the end user community are the day-to-day consumers of IT services – and [...]

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Top 7 ITSM trends for 2014 and beyond: Business-IT Fusion

16 July 2014

For the next seven weeks, we’ll be looking at the top 7 trends impacting ITSM in 2014 (and beyond). This week, we look at Business-IT Fusion. IT has been talking about business alignment for a number of years now, and then business-IT integration. But integration doesn’t go far enough. In order to survive and thrive, [...]

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