4. Know the common ITSM tool/vendor diﬀerentiators.
While most ITSM tools have been created with ITIL as a
blueprint, they’re all different in some way. These differences
can relate to a number of things, for instance: the target
market, such as company size and industry vertical; the
breadth of ITSM capabilities – in terms of the ITSM processes
supported; the depth of ITSM capabilities – for example, does
the ITSM tool cater for a lot of ITSM processes in a “shallow”
way or a limited number of processes in a “deeper” way?
Plus, there’s the focus of future product improvement and
innovation – and whether new releases are focused on
customer wants and needs, industry trends, or both. Or even
the relationships the vendor has with its customers and the
wider ITSM community – there’s more on this later.
5. Understand how business and IT strategies will
impact tool-selection decision making.
ITSM isn’t an island; and thus, new ITSM tool and vendor
decisions can’t be made in isolation. Instead, an
understanding of third-party requirements and compromise
might be needed, for instance accommodating: a corporate
cloud-ﬁrst strategy; an enterprise service management
strategy – this is where ITSM thinking, best practices, and
technology are used to improve the performance and
outcomes of other corporate service providers such as HR
and facilities; or a service integration and management
(SIAM) approach to IT service delivery and support – this is
where the customer organization is using multiple service
providers working together to meet the organization’s IT
service delivery and support needs.