Legacy ITSM solutions: is it time to move on?

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Whether it’s the training wheels on your bike, your house that doesn’t fit your growing family, or your car that doesn’t have cruise control. Some things in life you simply outgrow—and that’s fine. You change, and so do your needs.

What about the relationship with your IT service management (ITSM) tool? ITSM tools have long been the backbone of many organizations’ IT operations. They make it easy to manage requests, deliver better IT services, and improve overall user support. But with technology constantly evolving, many organizations find themselves stuck with legacy ITSM solutions—tools that were once the gold standard but are now holding them back. If you’ve ever felt like your service management tool is the business equivalent of that old, rusty bicycle in your garage, this article is for you.

What are legacy ITSM solutions?

Legacy ITSM solutions are the old-school software systems that once ruled the IT world. These tools were built using technology that was cutting-edge in their prime but now struggles to keep up with modern business requirements.

Characteristics of legacy ITSM solutions

  • On-premises infrastructure: Often installed on local servers, these systems come with significant maintenance responsibilities.
  • Outdated technology: Built on older frameworks that may not support the latest integrations or updates.
  • Rigid architecture: Limited customization and flexibility, making them difficult to adapt to current workflows.

Challenges of using legacy ITSM solutions

Sticking with a legacy ITSM solution might feel comfortable—like keeping an old, cosy sweater that doesn’t quite fit anymore but is hard to get rid of. Here are some of the main challenges:

Limited functionality

Have you ever tried to automate a boring, repetitive task in a legacy system? It’s like trying to use a old flip phone to send an email. Modern ITSM solutions come with built-in automation tools and integration capabilities that legacy systems simply lack. When your system can’t keep up, your team is left doing tedious, manual work that’s both frustrating and time-consuming.

High maintenance costs

Older systems come with their own kind of baggage—maintenance. These solutions often require regular patches and updates that can cost a lot, especially if you need to pay a consultant to implement even the smallest changes. And we’re not just talking financial costs: your IT team’s time is precious, and constantly babysitting a clunky system isn’t the best use of their talents.

Poor user experience

Remember that feeling when you boot up a computer running an ancient version of Windows? Legacy ITSM solutions often come with antique interfaces that make everyday tasks feel like nails on a chalkbaord. Your team deserves better than interfaces that were designed back when flip phones were new.

Integration challenges

In today’s tech landscape, everything is connected—except, it seems, your legacy ITSM solution. Modern organizations run on a suite of interconnected tools, from CRM systems to HR platforms. But older ITSM tools don’t always play well with others, leading to data silos and annoying workarounds.

Modern ITSM solutions: a comparison

So, what do you get when you finally switch out that legacy system for a modern ITSM tool? It’s like upgrading from an old, rusty bike to an electric scooter—the difference is night and day.

Features and capabilities

Modern ITSM solutions come loaded with features like cloud-based access, mobile compatibility, and AI-driven insights. Imagine being able to manage service requests from your smartphone or automatically route tickets to the right team without lifting a finger.

Flexibility and scalability

As your organization grows, your ITSM tool should be able to grow with you. Modern solutions are often cloud-based and built for flexibility. Need more users or additional features? Modern systems can scale up or down to match your needs.

User experience

User-friendly interfaces are no longer a luxury; they’re an expectation. Modern ITSM solutions are designed with user experience in mind, featuring intuitive dashboards, simple navigation, and customization options that make life easier for everyone on your team.

Benefits of switching to a new ITSM platform

You’ve already invested so much in your current tool, so letting go can be hard. But just think of all the benefits a new tool can bring:

Improved efficiency

“I’ve forgotten my password.” “The wifi isn’t working.” “I can’t use my email.” How many times a week do you receive these same questions over and over? We’re guessing it’s a lot. Modern ITSM tools come equipped with standard solutions and automations that can handle repetitive tasks, route tickets intelligently, and even provide self-service options for users. This means fewer manual tasks and more time for your team to focus on what really matters.

Cost savings

Sure, migrating might feel like a big upfront investment, but think of the costs you’re already dealing with. Maintaining legacy systems, paying for consultants, and doing manual, repetitive tasks all add up. Modern solutions often reduce overall costs through cloud hosting, automation, and reduced maintenance needs.

Enhanced security

Cybersecurity should be a top priority for any business, and older systems can be a liability. Your ITSM should be in harmony with your security practices. Modern ITSM solutions come with enhanced security measures—think advanced encryption, multi-factor authentication, and regular updates—keeping your data safer than ever.

Better data insights

Modern ITSM solutions provide the analytics and insights needed to make confident, data-driven decisions. Real-time reporting, data visualization, and custom dashboards mean you can make informed decisions faster. No more pulling reports from three different places just to get a basic overview.

The migration process

Switching to a modern ITSM solution doesn’t have to leave you with a migraine. Here’s how to make the process as smooth as possible:

Assessing current needs: Start by assessing what your organization actually needs from an ITSM tool. What’s missing in your current structure? What new features would make a difference? Mapping these out will help you to choose the right solution.

Selecting the right modern ITSM solution: Not all modern ITSM tools are created for the exact same purposes. Look for a solution that aligns with your needs—whether it’s easy integration with your existing tools, customizable workflows, or AI to rid your team of certain manual tasks.

Implementation strategies: Migration doesn’t have to mean chaos. A phased rollout, thorough user training, and ongoing support can make the transition as painless as possible. Think of it as teaching your team to drive the latest high-tech car—start with test drives to get them comfortable before hitting full speed.

Goodenough College’s ITSM upgrade with TOPdesk

Still nervous about making the change? You’re not alone —Goodenough College was right there too. Like many education institutions, Goodenough College was holding on to their outdated on-premise solution, worried that switching to something new would mean losing control. But when they made the leap to a cloud-based tool, they partnered with TOPdesk as their guide. And while the switch didn’t happen overnight, the payoff was well worth the journey.

The College decided to start first with their facilities team as a test run. They quickly realized that TOPdesk's enhanced features and the convenience of a self-service portal made a significant difference. And with the help of TOPdesk’s in-house consultants, they navigated the transition smoothly.

Want to hear more about Goodenough College’s switch to TOPdesk? Read about it here.

Move forward confidently with TOPdesk

Legacy ITSM solutions served their purpose, but times have changed. High maintenance costs, outdated features, and integration challenges are signs that it’s time to move on. Modern ITSM solutions offer a host of benefits, from cost savings and enhanced security to better user experiences. So, if your current system is holding you back, maybe it’s time to let it go and find a solution that moves your organization forward.

With TOPdesk, you get an out-of-the-box tool that grows alongside your organization, and our local in-house support is there with you every step of the way.

Don’t settle for less. Take that leap and see how a modern ITSM solution can take the pressure off your IT operations. Your team—and your sanity—will thank you.