"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:
- 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
- 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
Tom Ferrari, Business Development Manager
(570) 590 1660, firstname.lastname@example.org