5 Important Tips When Selecting the Right ITSM Solution

By Ernest Hamilton , Jul 23, 2019 10:09 AM EDT

So, you have been planning to get a brand new IT Service Management (ITSM) solution. Probably because you are hoping to upgrade to a full-scale ticketing system, or perhaps you are just unsatisfied with your current implementation. Whatever your reason is, there is no denying that the process can be a gargantuan task, especially if you have little knowledge about the solution you want to find. 

Well, surprise - the scenario is not actually new and it is common amongst business owners who are looking to implement a cost-effective ITSM solution like Besides, you want to be careful in order to steer clear from the possibility of having disastrous implementation projects. The problem, however, tends to occur if you do not factor in your organizational process when it comes to investing in an ITSM tool. 

But hey, worry no more - you have come to the right place. Let's take a look at some helpful tips when selecting the right ITSM software solution. Make sure to keep them in mind!

#1. Remember to Start Fresh

Believe it or not, no matter how effective your solution can be, you can still be caught up in your past processes. That is why your RFP (request for proposal) should take stock of the current needs of your company. From there, you can just completely focus on the different requirements needed in achieving growth in the near future. If you are only going to reuse and/or recycle sections from your previous RFPs, then you will only be wasting both time and money. 

Remember that brand new ITSM solution must not function and be implemented the same way as the old one; otherwise, you are not going to see results. While it is imperative that you take into account past mistakes and learn from them, you should always start fresh when a new solution is implemented.

#2. Define Essential and Discernable Requirements

One of the most common mistakes companies do is creating their ITSM solution based on a very large number of technical details. What is more, the overall development is completely designed on how it should be managed exactly. Whether you agree or not, these processes are actually wrong. What you should rather do is see the bigger picture and move forward from there. If you base your implementation on a comprehensive list of technicalities, your processes will only end up being superbly redundant. What is worse, they can be convoluted, leading to failures rather than success.

Your best course of action here is to apply and follow the MoSCow method, which is basically "Must have, Should Have, Could have, Won't have yet). This is an analysis that helps you refine your RFP requirements so you can avoid overwhelming the checklist. At the end of the day, your goal is to address the very needs of your business, not congest the processes involve and fail.

#3. Ask the Right Questions

When looking for an ITSM solution for your company, it is important that you ask the right questions. What many fail to grasp, however, is that these questions must be tailored-fit to the company's very requirements. For instance, you might be wondering about what a certain ITSM tool does. Not only is this wrong, but it also incompetent in terms of defining what your needs are. Instead of asking this question, why not jot down what your company needs and compare. From there, ask the provider whether their tool is capable of meeting these requirements.

You see, all tools out there are developed based on a general idea. They function in similar ways, but they differ in terms of efficiency and the scope of work/problem they cover. Sure, software A is more affordable and packed with stunning features, but software B (albeit being a bit expensive) is more than capable of meeting your current needs. So, do you think it is best to go with a cheaper solution and fail? You know the answer, right?

#4. Stay Completely Focused on Business Value (ROI)

When it comes to selecting the right ITSM tool for your company, you should not overlook the importance of Return on Investment or ROI. As mentioned above, a common mistake people do is solely focusing on what a tool does when implemented. They do not want to see the bigger picture which has something to do with the company's ROI. 

This is where you want to sit down, have a huddle, and just go through all of your company's processes. Your goal is to perform an extensive look at areas like technical requirements, infrastructure, budget, processes, and maturity level, among many others. You have to consider all of these before you finalize your ITSM tool selection. If you fail to do so, then expect the company to experience more long-term costs.

#5. Focus on What Your Company Needs

Instead of being easily tempted by what the market is suggesting, you should completely focus on what your company truly needs. For instance, there is a tool that is currently making noises in the market right now. Sure, it has a good number of interesting features and you are pretty sure it can help the company big time. But are you sure you can afford it right now? Are your current processes able to integrate with this tool without the need to incur additional costs? 

Yes, it is great to check out the competition and have concrete knowledge about what everyone is doing in the industry. But just because something is popular and more talked-about, it does not mean it is the right solution. Sure, it can be helpful and whatnot, but it does not mean it is the right route to take. Again, you should focus on what the outcome could be. Focus on what your company truly needs, not on something that the market suggests.

There is no doubt that selecting the right ITSM tool can be a daunting task to undergo. But as long as you take your time and stick to the above-mentioned tips, you should be well on your way to implementing the right ITSM solution!

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