Have you ever changed or amended the source code of an IT Service Management (ITSM) solution? Perhaps to add features and functions that weren’t included in the “out-of-the-box” software?
If so, you may have complicated the link between what you’ve got and what the vendor will support. Now, consider that you may also have potentially dozens of integrations connecting your ITSM software with other ITOM tools. If over-customised, your solution will become fragile to touch and is likely to cause major disruptions across your business.
The key risk in over customisation of your ITSM tool code is that you’re more likely to get locked into your current version. Axios Systems’ research, which engaged 250 senior IT professionals from over 100 leading organisations, identified the two fundamental service management challenges for 2015: 25% highlighted that they face significant internal barriers to adopting new service functionality such as service catalog and collaboration.
A further 26% highlighted their key challenge to improving performance is the introduction of a new service management product or significantly upgrading their current solution.