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Surviving The Switch: What You Need to Know About Switching ITSM Tools

Research shows companies switch or change their ITSM tool once every four years. But, depending on the needs of the business and the technology gap it deals with, companies often have to replace their ITSM solution after a certain time frame. Some of the primary reasons are:

  • The tool was end-of-life or simply outdated, or a homegrown ITSM tool was no longer workable.

  • Tool dissatisfaction related to ITIL-alignment, usability, manual activity, flexibility, or customization

  • The existing ITSM tool lacks newer capabilities to support things like enterprise service management and service integration and management (SIAM), artificial intelligence (AI)-enablement, employee experience, and value delivery.

Another reason many organizations change their ITSM tool is there are process gaps that do not align with their organizational needs. One of the most common reasons is thinking a new tool will help alleviate the frustration around that process gap. The present challenges with your current ITSM tool might not just be the features and capabilities but your processes.


Below, Excalibur Data Systems sheds some light on why many organizations change their ITSM tool and how a process platform can help the entire enterprise. Two of our favorite ITSM/ESM Platforms are Cherwell and HaloITSM.


As an IT leader, you need to plan your ITSM change around what your business is looking to achieve. Here are a few key steps to get you started:


Step 1) Build A Business Case

Step 2) Gather Your ITSM Requirements

Step 3 ) Align Budget with ITSM Scope


As Mike Fuson stated, in our tech talk series, there are many reasons why organizations tend to switch their ITSM tool. “Most prominent, in our experience is the organization has process gaps making it difficult for their organization to run efficiently. Overcoming technology gaps and process gaps can be completely different. You can always change and/or adapt technology to your specific need, but without thoroughly evaluating your organization’s process and people, this can make for a larger challenge. While evaluating your underlying process challenges, you need an ITSM/ESM Platform that will grow with your company and beyond the walls of IT.”


Excalibur Data Systems’ team of experts can help you with a GAP Analysis or Maturity Assessment to ensure you are on the path to success.

In the meantime, here is some advice on how to overcome technology gaps:

  • Adapt processes as your organization evolves

  • Showcase new features and functions

  • Follow current product roadmaps for your chosen solution

  • Community engagement, stay involved in your technology’s community platforms

  • Enhance ITSM/ESM processes and review them quarterly.

  • Implement Knowledge management by streamlining your FAQs

For more information, contact info@excaliburdata.com






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