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6 Smart Steps for ITSM Tool Selection Success

Published: March 2021

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In this report, we believe you will uncover: 
  • Templates for successful tool selection projects
  • What to consider when matching maturity with ITSM capability
  • How to select a product and vendor that align with your organization’s critical requirements
  • How to categorize RFP selection criteria to refine choices critically
  • Lessons learned - understanding complexity, TCO and Fit-For-Purpose

“Magic Quadrant research analyzes a market and can help focus your search on important criteria. However, it does not provide the details needed during the vendor selection process to align your requirements to a particular vendor.” Per Gartner

ITSM tool buyers often evaluate vendors based on their positioning in industry research analyses without carefully considering whether these vendors align with their current organizational requirements. This can cause I&O leaders to overinvest in solutions that reach far beyond their level of maturity.

Gartner’s latest research note is a comprehensive 6-step guide designed to help select an ITSM product and vendor whose capabilities will deliver value and enable measurable I&O improvements without unnecessary overspend.

Gartner 6 Smart Steps for ITSM Tool Selection Success Chris Matchett, Rich Doheny,  and Keith Andres, 02 March 2021.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

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