Gartner Research

6 Smart Steps for ITSM Tool Selection Success

Published: 24 January 2018

ID: G00340705

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


Identifying the right IT service management tool can be challenging when relying exclusively on the Magic Quadrant or ITIL-based RFP templates. I&O leaders should use this six-step buyer's guide to better assess factors such as I&O maturity, ITOM integration, licensing and vendor viability.

Table Of Contents
  • Key Challenges



  • Step 1. Determine Your I&O Maturity Level
    • For Organizations at Lower Levels of Maturity
    • For Organizations at Higher Levels of Maturity
  • Step 2. Compare Licensing and Hosting Platforms
    • License Terms
    • Hosting Platforms
    • Pricing
  • Step 3. Use a Critical Capabilities Approach to Evaluate Popular ITSM Tools
  • Step 4. Evaluate Vendors' Strategies and Stability
  • Step 5. Redesign Your ITSM Tool RFP
    • Perform a MoSCoW Analysis to Distinguish Crucial Requirements
    • Share Your Vision, Issues and Goals With Vendors
  • Step 6. Leverage Existing Customer References

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