Our ITSM tool selection service offers you customized support in evaluating and selecting the right ITSM tool on a daily rate basis. You benefit from our vendor-independent advice, enabling you to find the best options based on your business requirements and budget constraints.
Our many years of experience in the selection and evaluation of ITSM tools, particularly on the basis of our SERVIEW CERTIFIEDTOOL model, represents a unique selling point and guarantees you the highest quality and reliability in the selection process. This expertise enables us to identify ITIL-compliant solutions and to optimize their application in your company.
Advice on ITSM / ESM / ITAM / ITOM software selection
Our aim is to support companies in selecting the right IT Service Management (ITSM) tool. We help you make an informed decision that both meets your specific requirements and promotes long-term business success. The aim is to maximize the efficiency of your IT operations and increase the satisfaction of your end users. Compliance with ITIL Best Practice is particularly important to us, as this internationally recognized framework forms the basis for excellent IT service processes. But wait! If you already have an existing ITSM tool in use, then you should definitely take a look at this SERVIEW service: ITSM tool tuning
As an official assessor, we have the perfect insight into the global ITSM / ESM / ITAM / ITOM tool landscape and its manufacturers. Our tool selection is therefore a customized service specifically designed to help companies select the best possible tool.
Your challenge
Many companies are faced with the challenge of finding the right ITSM tool that not only maps their specific processes but is also flexible and future-proof. The market for ITSM solutions is complex and diverse, which leads to uncertainty when making decisions. Companies often do not know which functionalities are really relevant or how they should compare the various providers in order to identify the best solution for their requirements.
The solution approach
Our approach is to guide you through the selection process in a structured manner. We analyze your existing ITSM processes and requirements and create a clear requirements profile. We then research suitable providers, carry out a pre-selection and support you in evaluating the solutions, for example through workshops and proof-of-concepts. Thanks to our ITIL expertise and the SERVIEW CERTIFIEDTOOL model, we offer you sound and practical advice based on proven best practices. Our support is provided on a daily rate basis, giving you the flexibility to take advantage of exactly the services you need, without long-term commitments.
Our service
Our ITSM tool selection service follows a structured and proven process model that focuses on ITIL best practices and our SERVIEW CERTIFIEDTOOL model. The process is divided into four phases:
Phase 1 - Initiation
We define the overarching strategic goals and specify the scope of the project. In doing so, we take into account existing framework conditions, including regulatory requirements, and carry out a comprehensive stakeholder analysis. In addition, we create a project management document and a roadmap for evaluating and selecting the new ITSM tool. This roadmap is clearly aligned with ITIL best practices to ensure that the future solution harmonizes optimally with your IT processes.
Phase 2 - Analysis
We carry out a detailed assessment of the existing tool landscape, both internally and taking into account external, connected suppliers in the ITSM area. We also evaluate the current service management organization and draw up a prioritized list of requirements for the new ITSM tool. The target model for the new ITSM tool is developed taking into account adjacent systems, such as databases, and aligned with ITIL-compliant processes.
Phase 3 - Selection
We identify a list of potential manufacturers (max. 8), which are selected based on your specific requirements and in accordance with our SERVIEW CERTIFIEDTOOL model. We prepare the tender documents as well as a standardized evaluation criteria matrix to perform a structured analysis of the manufacturers' offers. After conducting and analyzing vendor presentations (approx. 5), we create a shortlist (max. 3), conduct deep-dive analyses and support iterative contract negotiations. Finally, we summarize the results in a report that evaluates functional and non-functional requirements, regulatory aspects and implementation approaches, and present you with the recommendation document for the ITSM tool at management level.
Phase 4 - Transformation
We act as a sparring partner for the technical implementation and ensure that the defined processes are mapped in the ITSM tool in accordance with the requirements of the customer's IT organization. The tasks include quality assurance during process configuration, representing the customer's interests to the implementation team, advising on decisions and checking the implementation for scalability and user-friendliness. We also ensure regular feedback with the customer in order to steer the project in line with the IT strategy and objectives.
This holistic approach, based on ITIL and our SERVIEW CERTIFIEDTOOL model, ensures that you receive a future-proof ITSM solution based on best practices.
The results
They benefit from a clearly structured decision-making basis that enables them to select the ITSM tool that is right for them. The results achieved often include a 40% reduction in the selection process, increased IT employee satisfaction thanks to a tailor-made solution and long-term cost savings by choosing the optimal license and service options.
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