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As an IT service desk agent in a newly established shared services center, we are debating whether to build up our own ITSM setup, i.e. service catalogue, configuration management database, etc... Or use the already existing setup of one of our companies that we support as a managed service provider. I can see that one of the setbacks of creating our own setup from scratch is that it takes a lot more time. On the other hand, using the already existing setup may not be particularly ideal for our needs (as it is not tailored for us). This just an example to deliver my point. It would be great to discuss this topic in detail with one of the community pros. Looking forward to hearing from you all

Hey @Khalid_Ragy - This was under the Freshdesk Forum, I have moved it to Freshservice! Tagging some of our Freshservice members for their thoughts @zachary.king @Daniel Söderlund @eeha0120 

Hi.

@alyssia.correa , thanks for bringing this up. Please note that It seems the post is still under FreshDesk forum.

 

Hi. As you mention @Khalid_Ragy , building from scratch could indeed take a lot of time.

Customizing an already existing solution may also take time. It might not be tailored for you, but you might set up to cover most of your needs. It happens with most systems, from accounting to even ERP.

Contacting an Implementation partner that evaluates your current needs may increase the speed of the customization, so might get most of your needs covered in short time.

 

 

Regards,

Hello @Khalid_Ragy, this is a good conversation to have. With any project, you start by taking note of the business needs. But I can tell you that no existing solution will be able to “Do it all!”, so you prioritize the business needs and tailor an existing solution to hit the higher prioritized points. This will get you a system that is headed in the right direction fairly quickly. From there you can iterate over the solution and work to solve the remaining business needs. From my experience as you do this, the business needs will change. So, finding a solution that is flexible will save you time and money in the long run.

I am not a fan of “re-inventing the wheel”. It is almost always too costly and time consuming, and by the time you get something built and implemented the target has moved and the solution no longer solves the important problems.

Anyway those are my thoughts. Happy to continue to discuss this, as its a great topic for discovery. Curious if anyone has built their own ITSM solution or pieced together a solution with multiple products.

Take care!

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