Is it time to stay or go? (tools edition)
System tools are an essential component of every support team. They help the team diagnose and fix issues with hardware and software systems. They track what work is being done and by whom. They allow for distributed teams, and knowledge share. Here are some scenarios when you may need to change system tools in support:
Insufficient capabilities: If current system tool lack the necessary capabilities to support the type of work you are doing. Most teams start with Gmail for issues, and that works great – until it doesn’t. There may be needs to develop internally, but it could take away from your core expertise (which is what you are selling). The tool could lack proper reporting or insights. It may also not work well with other more important systems. If the current tool can only perform basic usage requirements, or it’s hard to determine who owns what, your tool isn’t going to work long term.
Cost-benefit analysis: Sometimes, the cost of a system tool may outweigh its benefits. For example, if you are paying for a tool that you rarely use or can easily replace with a cheaper alternative, it may be time to consider switching.
User feedback: User feedback is an essential component of improving technical support. If users complain about the tool's usability or effectiveness, it may be time to consider changing to a different tool that better meets their needs.
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Pain in the current tool outweighs a system shift: We are change resistant. It’s in our mindset to stay with what works. Be pragmatic in evaluating all of the above. If it’s only one pressing problem, it may be better to stay with what you have. If you are seeing most of the issues above, one should consider a shift.
In general, it's a good idea to periodically evaluate the effectiveness of your system tools and consider whether it's time to make a change. Regularly updating your system tool stack ensures that you have the most up-to-date and effective tools to help you provide excellent support.
I will dig in more with “Getting Stakeholder Buy-In” next week!
VP of Partner and Solutions at Kodif, Content Creator and Speaker.
2yI had a former CEO once say that the value of the new tool must exceed that of the existing tool by 40% to justify a change in tools. I feel like that is a more specific way of describing Cost-benefit. Not sure why 40% though... Maybe that differs by tool category?