Gartner Research

Redesign Your ITSM Tool RFP Process for Better Results

Published: 04 May 2017

ID: G00327683

Analyst(s): Rich Doheny , Kenneth Gonzalez , Chris Matchett


Choosing the right IT service management tool is difficult due to a market crowded with more than 450 products and increased commoditization. This research helps I&O leaders enhance the RFP process to compel vendors to explain why their offering is best for the business.

Table Of Contents
  • Key Challenges



  • Perform a MoSCoW Analysis to Distinguish Crucial Requirements
  • Use Delivery-Specific Criteria When Comparing SaaS Offerings With On-Premises Offerings, or Vendor-Direct Offerings With Reseller Offerings
  • Share Your Vision, Including Your Issues and Goals, With Vendors
  • Implement an Essay-Style RFP to Make Vendors Explain Why Their Solution Is Best for Your Needs

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