IT Service Management Selection Guide

• Your ITSM solution that was once good enough is no longer adequate for a rapidly evolving services culture.
• Processes and data are disconnected with multiple workarounds and don’t allow the operations team to mature processes.
• The workarounds, disparate systems, and integrations you’ve implemented to solve IT operations issues are no longer adequate.

Our Advice

Critical Insight

• Accessing funding for IT solutions can be challenging when the solution isn’t obviously aligned to the business need.
• To maximize value and stakeholder satisfaction, determine use cases early, engage the right stakeholders, and define success.
• Choosing a solution for a single purpose and then expanding it to cover other use cases can be a very effective use of technology dollars. However, spending the time up front to determine which use cases should be included and which will need a separate best-of-breed solution will make the best use of your investment.

Impact and Result

• Create a business case that defines use cases and requirements.
• Shorten the list of viable vendors by matching vendors to use cases.
• Determine which features are most important to reach your goals and select the best-matched vendor.