We're not getting enough value from our current platform
You've invested in the technology, but processes remain manual, experience is inconsistent or the expected operational benefits haven't materialised.
PlatformPath™
Get clear on what you need from your ITSM platform - and the right pathway for moving forward.
Whether you're trying to get more from your current platform, questioning whether it's still the right fit or preparing for something new, PlatformPath provides an independent Service Management perspective to help you make better platform decisions.
How it works
- 1Review
- 2Optimise
- 3Evaluate
- 4Prepare
- 5Transition
01 - What this helps with
When the platform conversation needs more clarity - before more technology decisions are made.
We're not sure whether the platform is actually the problem
Frustration is growing, but it's difficult to separate technology limitations from configuration, process, governance or capability issues.
We're considering a new ITSM platform
Before going to market or committing to a solution, you want to understand what the organisation genuinely needs.
We're preparing for a platform transition
A new platform has been selected, but you want to make sure today's problems aren't simply recreated in tomorrow's technology.
02 - How it works
Independent guidance wherever you are in the platform journey.
- STEP 01
Review
Understand how your current platform supports Service Management today, where the pain points are and what's getting in the way.
- STEP 02
Optimise
Identify opportunities to get more value from the technology already in place before assuming replacement is required.
- STEP 03
Evaluate
Clarify your Service Management requirements and independently consider how well current or potential platforms align to them.
- STEP 04
Prepare
Strengthen requirements, processes, data, governance and organisational readiness before significant platform change.
- STEP 05
Transition
Provide independent Service Management guidance through the transition to help keep technology decisions aligned with the outcomes you're trying to achieve.
03 - What you walk away with
Greater confidence in the platform decisions you're making - and why you're making them.
- A clearer view of your current platformUnderstand what's working, where value is being lost and whether the underlying issue is technology, configuration, process or capability.
- Clearer Service Management requirementsDefine what your organisation actually needs the platform to enable before focusing on products and features.
- An independent pathway forwardPractical guidance on whether to optimise, retain, enhance, evaluate alternatives or prepare for transition.
- Greater readiness for changeBetter alignment across process, people, data, governance and platform requirements before implementation begins.
- Reduced risk of recreating today's problemsUse the platform change as an opportunity to improve Service Management rather than simply transferring existing complexity into a new tool.
04 - Who this is right for
PlatformPath is designed for organisations making important decisions about their ITSM technology.
IT & Technology Leaders
who need an independent perspective before committing to further platform investment or change.
Service Delivery & IT Operations Leaders
who aren't getting the expected value from their existing ITSM platform.
Service Management & Platform Owners
who want to better align platform capability with processes, operating requirements and service outcomes.
Organisations selecting or transitioning platforms
who want their Service Management requirements to drive the technology journey, rather than the other way around.
Sound familiar?
PlatformPath™ answers these 3 challenges.
05 - Common questions
Common questions.
Anything else? Find a time and we’ll talk through the specifics of your environment.
Yes. SMS's role is to help you understand what your Service Management environment needs and provide an independent perspective on the pathway forward. We work across different platforms and can collaborate with your selected technology and implementation partners.
Ready to move
Before changing the platform, get clear on what really needs to change.
Whether you're optimising what you have, evaluating your options or preparing for transition, PlatformPath can help you make the next platform decision with greater clarity and confidence.
Other ways SMS can help