6 Smart Steps for ITSM Tool Selection Success


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