Gartner Research

Four Steps to Follow When Choosing ITSSM Tools From Vendors and Service Providers

Published: 09 April 2013

ID: G00248482

Analyst(s): Jeffrey Brooks, Biswajeet Mahapatra

Summary

Vendors and service providers both provide IT service support management tools with similar capabilities. IT leaders should follow the four steps outlined in this research to choose the ITSSM tool that meets their organizations' requirements.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Step 1: Employ TCO Analysis to Understand all ITSSM Costs
  • Step 2: Double-Check the Functional Maturity of the ITSSM Tool by the SI/MSP
  • Step 3: Pay Attention to Clauses Within the ITSSM Vendor's Contract
  • Step 4: Review the Skill Sets of Current Staff

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