5 Tips for Selecting Your Next ITSM System

May 18, 2019

 

 

 

Are you looking to select a new IT Service Management (ITSM) solution for your business? As a CIO when tasked with searching a new ITSM tool, there are many challenges that face you. One of the first is, deciding on why you need a new system? Are you looking to upgrade from a simple ticketing tool to a full-scale ITIL leveraged suite? Or, are you just not happy with your current implementation and need to sort out the mess? Either way, you must select an ITSM software that not only meets your most critical requirements, but also keeps room for what you need in the future.

Here, we list 5 tips for selecting your next ITSM solution that will serve you well in the search.

Tip-1) Define Key Requirements

Many organizations make the mistake of overcomplicating and micromanaging the decision making process, rather than focus on the big picture. However, too many opinions from multiple IT stakeholders can end up building some complicated process scenarios.

Market analysts Gartner recommends a MoSCoW (must have/ should have/ could have/ won’t have yet) method to define key requirements that align with the needs of the business.

Tip-2) Focus on Getting Most ROI

Return on Investment (ROI) is ultimately what will judge the success or failure of your ITSM deployment. You must be realistic about your goals depending on your current organizational infrastructure, processes, technical needs, budget and maturity levels. For example, you might not be able to make the most of automation capabilities offered by best-in-class ITSM tools like ServiceNow, if your processes are not mature enough to permit seamless automation. Partnering with a managed service provider can help evaluate your existing systems and processes, and also help you reach the required levels of maturity to make the most out of your ITSM license.  

Tip-3) Embrace Change

One of the reasons many companies put off ITSM upgrades is the dread of change management. It is important to remember here; you’re looking to change your ITSM system because your existing system might not be good enough anymore. Therefore, there is no point in following the same implementation tactics that didn’t work before. This is also one of the areas where an ITSM implementation partner can help you smoothen change management through proven methodologies.  

Tip-4) Choose Your Delivery Model Wisely

Many ITSM offerings are sold as both software-as-a-service (SaaS) and on-premise availability. Implementation of either of these types of solutions are quite different from each other. Be careful about choosing your delivery model, because it will be very difficult to change midway.

Tip-5) Evaluate Vendors Wisely

While on the surface, choosing the most cost-effective solution provider might seem like the best way. Especially considering most companies but a Fortune 500 or bigger company are run on a limited ITSM budget. But that might not give you the best motivation for a long-term partner that understands your business. Have an honest conversation with your vendor about your requirements. Check out their previous work, case studies if available, and only make a decision when you’re satisfied with all aspects of the deal.

The right ITSM solution like ServiceNow ITSM can streamline your IT and service delivery so every process is optimized for best value and aligned with business goals. ProV are one of the best at deriving the most ROI from your ServiceNow license. Ready to find out how? Take our FREE Consultation today!

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Topics: IT Service Management Software, what is itsm, itsm case study, servicenow itsm, serviceow