Why IT Service Management Platform Migrations Fail - And What IT Leaders Must Do Before Switching Platforms
Forrester, Tuesday, March 17th, 2026
Organizations rarely abandon a service management platform on a whim. The decision usually follows years of compounding friction, rising costs, a lack of a strategic relationship with the vendor, or a growing realization that a once‑trusted tool simply cannot keep pace with the business anymore.
Across industries, IT leaders are confronting a pivotal moment: Their platform vendor may no longer be the partner they need. As expectations rise and digital ecosystems become more interconnected and demanding, the cracks in legacy solutions grow harder to ignore. The shift toward intelligent service management isn't just technological; it's strategic - a chance to realign service delivery with business ambitions, strengthen operational resilience, and unlock new value.