Gartner Research

Redesign Your ITSSM Tool RFP Process for Better Results

Published: 24 January 2014

ID: G00258367

Analyst(s): Chris Matchett , Jeffrey Brooks


With the most common components of IT service support management tools being commoditized and many vendors claiming to provide best-in-class products, selecting the right one is often difficult. Gartner shows how to enhance your RFP process and force vendors to explain why their offering is best.

Table Of Contents
  • Key Challenges



  • Perform a MoSCoW analysis to distinguish crucial requirements from "nice to have" features
  • Use delivery-specific criteria when comparing SaaS with on-premises offerings, or vendor-direct offerings with those of resellers
  • Describe to vendors your story, including the issues and goals that you need their ITSSM tool to address and achieve
  • Implement an essay-style RFP, not a checklist, to make vendors explain clearly why their solution is best for your needs

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