Clear Evidence Of Dissatisfaction With Today’s ITSM Solutions

They say there are lies, damned lies and statistics.

Sometimes though, there’s just no escaping the facts when it comes to understanding the challenges facing today’s ITSM solutions users, and their need for a true alternative.

According to the 2 first weeks’ results of a survey* conducted by EasyVista Inc. which was answered by over 340 IT Enterprise executives and ITSM experts across the globe, the overwhelming sentiments are unhappiness with their current solution, unawareness of how much additional code tweaking and customization actually costs the organization – and, significantly, a willingness to address that dissatisfaction by changing their service desk solution.

Perhaps a clear indicator that there’s been a shift in thinking, and organizations are looking to replace their legacy systems with codeless, fully integrated and customer-driven ITSM Software.

A vast majority of respondents said they felt negatively toward their current service desk solution:  21% said they cannot afford to change solutions now; 15% said their hands are tied to their existing solution; and 27% complain that there is always an additional cost when asking their vendor to do anything.

The results show that ITSM vendors are deliberately ‘muddying the waters’ when it comes to additional costs.  For 49% of respondents, their #1 long term cost is incurred by daily code tweaking, above their existing maintenance and integration contracts. 43% don’t know how much unexpected cost coding added, but 20% estimate that it added at least 50% of the initial ITSM solution purchase cost.

The two major ongoing pains of today’s users of Service Desk Solutions are for 43%, reporting, and for 49%, customizing the system, largely above consultancy to set-up and integrate the system.

Those ongoing pains mean that a significant 20% are now actively looking to replace their service desk solution. For those willing and able to change to a new solution, only 7% think that it is not important to have a codeless, customizable Service Desk Solution. 35% this it is important, 46% say very important and 11% an absolute necessity.

Currently, the #1 legacy ITSM solution in place is BMC Remedy (22%) followed by HP Service Center (16%)

(*)This survey is carried out in the USA, UK and Middle East, from June 15 to July 30th.  The current respondents included attendees of the 2010 Service Desk & IT Support Show in London, the Pink Perspective in Washington, D.C., and an online survey questionnaire.