Tool Rat Web Header.jpg

"Tool Creep" Impacts Customer Satisfaction and Solution Costs

In software development, "feature creep" leads to bloated and clunky code that impairs functionality and performance. In IT Service Management/Assurance, "tool creep" has the same effect. Solutions evolve into a patchwork of isolated tools with increasing cost and complexity. Here’s the typical progression:

  • Customer and market demands continually drive new services enabled by IT processes
  • Tools are added as separate silos to support new services
  • Increasing complexity makes it difficult to manage and key metrics degrade: MTTR, MTTI, SLAs, etc.
  • Degrading metrics are leading indicators that customer satisfaction is jeopardized
  • Costs rise from the additional IT labor needed and maintenance/support of the patchwork of tools

The Solution: Tool Rationalization Optimizes Performance & Reduces TCO

Tool rationalization consolidates the patchwork to the ideal set of tools for the task. Key steps:

Document Solution

  • Functions currently performed: IT processes, automation, monitoring, and reporting
  • How is it being done: map functions to the current tool set

Produce Tool Strategy

  • Consolidate the solution to minimize feature duplication among tools while maximizing utilization of each individual tool
  • Quantify the TCO impact of changes, including the cost of the work needed for the recommended changes.
  • Tool strategy can include only existing tools or to evaluate advantages from introducing new tools.
  • If evaluating new tools, Softential develops criteria to evaluate vendor solutions; identifies vendors; issues RFPs/POCs, and evaluates vendor responses

Deploy

  • Phased deployment roadmap of automation, custom integrations, monitoring, and reporting

Learn More In This Webinar

Content: Best Practices for IT Service Management/Assurance Tool Rationalization

Date: Tuesday August 12, 2014

Time: 2:00pm EDT (45 minutes duration)

Link to Register: Click to Register

More Info

Tom Ferrari, Business Development Manager

(570) 590 1660, tferrari@softential.com