Sponsor: SysAid

Selecting a new, better-fitting, IT service management (ITSM) tool can be difficult – from understanding and agreeing what’s really important (to your organization) in your selection criteria, through to eventually choosing the right tool and vendor.

The effective use of industry research and good practice will help though. For instance, recognizing that two simple conclusions can be made from freely-available industry research on modern ITSM tool wants and needs.

For many organizations, “service management” means the service desk, opening and closing tickets, and dealing with a change advisory board. So, does having all of these things in working order mean you're performing great service management?

We wanted to hear from the real actors in this arena.

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Check out this vendor evaluation form for IT service desk!

This guide is designed to help you build a strong business case for an ITSM investment, show you how to increase the likelihood of getting the business case approved,and ultimately improve professional relationships by demonstrating how IT adds value to the organization as a true partner.

In the end, you’ll understand how to highlight the need for the investment and be able to justify the cost based on the value it will offer. Your business case will build consensus and urgency among stakeholders – creating a compelling reason to change from the status quo and invest in future growth.

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EMA research consistently tracks IT service management (ITSM) as a hub of digital transformation and change. What’s new are the ways artificial intelligence (AI), automation, and analytics are redefining ITSM’s role in business innovation, services, and organizational reinvention. Although potentially game-changing, these advances are not challenge-free. Technological complexity, functional understanding, resource allocation, and simple resistance to change all exert a drag on adoption.

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Selecting a new, better-fitting, IT service management (ITSM) tool can be difficult – from understanding and agreeing what’s really important (to your organization) in your selection criteria, through to eventually choosing the right tool and vendor.

Plus, importantly, that it’s no longer just about the technology, i.e. the ITSM tool’s features and functions, it’s also about the end-user or customer experience – something that should be thought of as a constant theme running through this recommended 7-point ITSM-tool selection checklist.

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