LATEST INTELLIGENCE
6 SMART STEPS FOR ITSM TOOL
SELECTION SUCCESS
I
dentifying the right IT service management tool
can be challenging when relying exclusively on
the Magic Quadrant or ITIL-based RFP templates.
I&O leaders should use this six-step buyer’s guide
to better assess factors such as I&O maturity, ITOM
integration, licensing and vendor viability.
Key challenges
PRESENTED BY
Download whitepaper here
20
INTELLIGENTCIO
• Many I&O leaders fail to consider their own I&O
maturity and the long-term costs beyond an
initial agreement. As a result, they make multiyear
commitments to options that include excessive
costs and do not address organisational needs.
• Because shortlists for ITSM tools are often based
on a superficial review of industry analysis, I&O
leaders often do not understand how products
and vendors align with their requirements.
• Standard ITIL process checklist-style RFP
solicitations for ITSM tools do not enable I&O
leaders to effectively evaluate how a vendor’s
product would help the organisation achieve its
objectives. Recommendations I&O leaders focused
on an IT operations transformation to drive
business value must:
• Ensure ITSM tool selection is aligned with current
and planned ITSM and ITOM organisational
capabilities by using an assessment such as
ITScore for Infrastructure and Operations (ITSIO)
to determine I&O maturity.
• Avoid lock-in on SaaS/subscription by choosing the
appropriate license metrics and hosting platform
for a budget covering the initial contract length
plus time to switch to an alternative.
• Align the scope of the ITSM tool selection
to I&O maturity by using the ITSM tool Critical
Capabilities research to evaluate popular
tools’ capabilities, user experience and total
cost of ownership.
• Assess vendor suitability as a partner next, by
using the ITSM tool Magic Quadrant to determine
if a vendor has the strategy and stability to
compete in the long term.
• Share your vision with vendors by communicating
your issues and goals in an outcome-focused RFP
that will encourage vendors to explain how their
offering meets the organisation’s unique needs.
• Leverage existing customer references such as
end-user reviews on Peer Insights to quickly gauge
satisfaction with shortlisted products and vendors. n
www.intelligentcio.com