Advice on ITSM / ESM software selection

Your challenge

Many companies are faced with the challenge of finding the right ITSM or ESM tool - a solution that reliably maps the specific processes and is flexible and future-proof at the same time. The market for service management solutions is complex and confusing, which often leads to uncertainty when making a decision. It is often unclear which functionalities are really relevant or how the various providers can be compared objectively in order to select the best possible solution for your own requirements.

The solution approach

Our approach is to guide you through the entire selection process in a structured manner. We analyze your existing ITSM and ESM processes and requirements and create a clear requirements profile from this. We then research suitable providers, carry out a pre-selection and support you in evaluating the solutions - for example in workshops or via proof-of-concepts. Thanks to our ITIL expertise and the SERVIEW CERTIFIEDTOOL model, we offer you sound, vendor-independent advice based on proven best practices. Our support is provided on a daily rate basis, giving you full flexibility to take advantage of exactly the services you need - without long-term commitments.

Our service

Our service for selecting an ITSM / ESM tool 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. We also draw up a project management document and a roadmap for the evaluation and selection of the new ITSM/ESM tool. This roadmap is consistently based on ITIL best practices and ensures that the future solution harmonizes optimally with your processes.

• Phase 2 - Analysis

We carry out a detailed assessment of your existing tool landscape - both internally and with the involvement of connected external suppliers in the ITSM/ESM area. In addition, we evaluate the current service management organization and develop a prioritized list of requirements for the new tool. The target model is designed taking into account adjacent systems, such as databases, and consistently 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 vendor 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 / ESM tool at management level.

• Phase 4 - Transformation

We act as a sparring partner in the technical implementation and ensure that the defined processes in the ITSM/ESM tool are implemented in accordance with your organization's requirements. Our tasks include quality assurance during process configuration, representing your interests to the implementation team, advising on decisions and checking the implementation for scalability and user-friendliness. Regular feedback with you as the customer ensures that the project remains in line with your IT strategy and - in the case of ESM - with the objectives of other departments such as HR, Finance or Facility Management at all times. This holistic approach, based on ITIL and our SERVIEW CERTIFIEDTOOL model, guarantees a future-proof, practical and best practice-oriented solution.

The results  

You benefit from a clearly structured decision-making basis that enables you to select the right ITSM/ESM tool. Typical results are a shortening of the selection process by up to 40%, greater employee satisfaction thanks to a tailor-made solution and long-term cost savings thanks to the selection of optimal license and service options.

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