Gartner
6 Smart Steps for ITSM Tool Selection Success

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Read Gartner’s"6 Smart Steps for ITSM Tool
Selection Success"

"Identifying the right IT service management tool will be challenging if 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."

  • "I&O leaders frequently overbuy ITSM tools beyond their needs. Choosing powerful yet more complicated tools slows down service improvements and requires increased overhead."

  • "Add-ons to the core ITSM tool are often bought for future potential requirements on the assumption that I&O maturity improvements are successful. These sometimes go unused but add an average of 82% extra cost."

  • "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 organization achieve its objectives."

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Gartner, 6 Smart Steps for ITSM Tool Selection Success, Chris Matchett, Rich Doheny, Keith Andes, 21 November 2019