For many organisations, making the decision to install a SYSTEM MANAGEMENT TOOLSET is a major decision that takes a fair period of TIME:

TIME to identify need
TIME to define requirements
TIME to choose a product… and of course
TIME to implement the system & train staff

Imagine if you had to expend that TIME, along with unnecessary ENERGY and COST on an annual basis.
What if you went through that unnecessary process every 2 years, or even 3 times in 10 years?
What if we told you that every time you went through that process it cost your organisation up to £250,000?
It seems crazy, but chances are that your organisation is doing just that…

…and you probably didn’t even realise it!



  1. An ISSUE is identified in the organisation. The issue is costing the business an excessive amount and must be resolved.

  3. A SOLUTION is outlined and agreed, and a Service Management Toolset with the capability to resolve the issue is chosen.

  5. The new Service Management Toolset is procured and a consultancy practice is engaged to IMPLEMENT the tool.

  7. STAFF members who will take responsibility for the daily management and administration of the new toolset are identified. They undergo training and start to work with the new technology.

  9. With the new Service Management Toolset implemented, the issue has been resolved and the business returns to NORMAL OPERATION.

  11. The organisation LOSES FOCUS as the new toolset it becomes part of the everyday business landscape. Over time, the members of staff who took responsibility for the toolset are assigned to other projects, or maybe leave the business, and the knowledge of the toolset becomes weakened.

  13. The daily management and administration of the toolset is no longer a priority and the system becomes NEGLECTED.

  15. This causes an ISSUE, which starts to affect the organisation. Management assumes that the system is not good enough and raises the issue again, completing and restarting the cycle.

Avoiding the Cycle

Having made the initial investment in any toolkit the aim should be to make sure that the organisation sees a RETURN ON INVESTMENT. Typically for a business, this means effective usage for anything up to 5 years. To avoid the hidden costs of replacement year on year you need to make sure that you maintain visibility of the tool and anything that it delivers.



Ensure that someone in the business “owns” the system. That individual should be middle or senior management level and they should understand what value the system delivers, how that value is DELIVERED and how that value is USED within your organisation.



Make sure that the technicians of the system continue to understand how to manage and administer the system. If any technician is reassigned, make sure that you have other staff TRAINED and READY to step in.



Keep your system updated with new releases of the software, as this may bring new functionality and additional value. Be alert though, and remember your required DELIVERABLES and FUNCTIONALITY. Upgrading is not always beneficial in every case.



If you understand the value your system gives, but struggle to find resources or expertise internally to manage the system and exploit that value, then ENGAGE with EXPERTS in the toolset.

Experts can:

  • Provide administrative and system management at a LOWER COST
  • Provide additional consultancy to GET YOU OVER OBSTACLES
  • Use their extensive knowledge to unlock ADDED VALUE


INDIGO MOUNTAIN provides expert advice to identify and implement systems, train staff, and manage the ongoing delivery of systems efficiently.

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