How to avoid your service management system turning into technical debt

By Marco LaVecchia, EVP of Sales & GM, MSPWorx

A solid service management platform can be a valuable asset for your company – powering your service desks, enabling self-service for your employees/customers and helping to orchestrate business processes. But if you aren’t careful, over-zealous implementation and falling behind on routine maintenance activities can turn what was once an asset into a technical debt that your company will struggle to overcome as it grows and evolves. Here are 7 tips for how to achieve sustainable value from your service management system and avoid it turning into technical debt.

  1. Choose a system with the right scale for your business. Most service management platforms have far more capabilities than your company will need and use.  Don’t over-implement features that your company isn’t ready to use.  Doing so can lead to unnecessary licensing expenses and the burden of administering and maintaining the features.
  2. Use new features to drive simplification. Software vendors release new capabilities with each release of the platform – some of which can make your operations more sophisticated while others can help streamline business processes and user experiences.  Look for the features that drive simplification as those will help free up your staff to focus on higher value activities.
  3. Keep current on new versions. The software vendor will roll new features and security fixes into patches and releases – expecting you to install them and keep your implementation up-to-date.  Falling behind can lead to increased security risks, performance impacts and extended impacts if an incident occurs on the system.
  4. Practice good data hygiene. Avoid the tendency to hoard data in your CMDB and other parts of your service management system.  Understand that data has a lifecycle and is constantly evolving.  It is better to have higher data quality than more data quantity.  Periodic data audits, purging of obsolete data and a solid set of data change management practices can help ensure your employees and customers have the right information to do their jobs.
  5. Avoid customizing your service management platform. For most companies, service management processes aren’t an area of differentiation that leads to competitive advantage.  Focus on adopting best-practices and leveraging out-of-the-box technical capabilities that lead to operational efficiencies.
  6. Focus on outputs before inputs. The purpose of a service management system is to enable better decision making and user experiences.   Figure out what decisions need to be made and experiences you want to provide and use them as a guide for what data you should bring into your service management system.  You will likely find that you need a lot less data than you originally thought.
  7. Plan for change. Every company evolves over time – changes business processes, implements new technology and adapts to market conditions.  Your service management systems will need to evolve too. It is better to be agile than to focus on making the system perfect and get frustrated when things need to change.

Whether your company manages their own instance of the platform or is utilizing a managed service provider, a healthy service management system can be a critical enabler to helping the business grow and evolve and an unhealthy service management system can be a roadblock to moving forward. MSPWorx is an expert in operating service management platforms, both as a managed service provider.  Contact us to find out more about how we can help you, let’s talk, email us at

2018-01-15T23:38:49-05:00 November 13th, 2017|Categories: Blog|