As Joe the IT Guy said in his recent HDI blog on selecting a new IT service management (ITSM) tool – “Selecting any new technology is a serious matter.” In particular, there’s little fun to be had with the request for proposal (RFP) process, for all the involved parties. And, having been involved with RFPs on both sides of the seller-buyer divide, I can tell you that RFPs are never fun, but even more worryingly, they can also be dangerous.
You might be thinking “Dangerous? Really?” So consider one of my favorite, and most oft-used, ITSM tool selection statements – “If you ask the wrong questions then you’ll get the wrong answer.” In my opinion, we continue to see a never-ending series of “wrong answers,” i.e. less than successful ITSM tool implementations, that has industry analysts stating that ITSM tools are, on average, replaced every “n” years (where n is usually between 3-5 years depending on the analyst firm).