Vendor Selection For ITSM Suites

ITSM software solutions have different strengths and weaknesses - and we have the always updated market overview in the segment of ITSM tools and Configuration Management Database (CMDB). Our consulting offer reaches from the request analysis up to the operational activity and is based on long-standing experience.
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Vendor Selection for ITSM Suites

We know which ITSM tool best fits your needs

The ITSM software solutions available on the software market have different strengths and weaknesses - and we have the always updated market overview in the segment of ITSM tools and Configuration Management Database (CMDB). Our consulting offer reaches from the request analysis up to the operational activity and is based on long-standing experience in the customer-related market evaluation. In addition, it includes standardised procedures and practice-proven templates for an expense-reducing project realisation.

By far, not every tool corresponds to each requirement in the same manner. Thus, there are many examples, where companies have implemented ITSM tools with considerable expenses, which are however not used - as they have proven not to be suitable in practice or no resources were available for their operation. Avoiding such bad investments is first of all a question of the practice-proven systematics, as we are proficient in it. Among the customer attended until now in the tool selection are for instance DAX-listed companies...

Avoiding typical weaknesses in the evaluation

For the investment-safe systematics in the tool selection, one has to first qualify, next to the objective definition in the beginning, which resources are available for the project and which organisational and process conditions have to be fulfilled for a new tool. This typically represents the first step in the procedure model. Our experts provide support in this fundamental current state recording by means of Best Practice methods. The future structure can be planned based on it. This status assessment also includes the analysis of the degree of maturity in the processes and in tool landscape.

The fact, that the complexity of the relevant decision and realisation conditions is underestimated, counts among the weaknesses of the evaluation projects which need to be observed. According to the experience of the ITSM Consulting AG, it often happens on the one hand, that tool decisions are made, which miss the actual needs of the company - on the other hand, essential factors like the process-orientation or the subsequent costs are criminally neglected. In addition, the user-acceptance and the interface topic are often granted insufficient attention.

Our Approach

The following realisation steps count among the stages of the modular evaluation concept of the ITSM Consulting AG:

  • Definition of the requirements in technical and procedural regard, as well as the creation of the requirement specification.
  • Creation of the tender documentation in accordance with established methods for selecting the suppliers for a Proof of Concept
  • Execution, systematic documentation and evaluation of the Proof of Concept results
  • Development of the functional specification under consequent consideration of the critical success factors
  • Accompaniment of the implementation with test planning and consistent alignment to the functional specification
  • Quality Assurance at the end of the project by means of tests, including an Early Life Support stage, in order to ensure a frictionless transition to the operation

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