KuppingerCole Report
Buyer's Compass
By Warwick Ashford

IT Service Management

IT Service Management (ITSM) refers to comprehensive solutions that support IT management capabilities to help organizations to optimize the design, delivery, support, use and governance of IT. This KuppingerCole Buyer's Compass will provide you with questions to ask vendors, criteria to select your vendor, and requirements for successful deployments. This document will also help prepare your organization to conduct RFIs and RFP for ITSM solutions

1 How to use the Buyer's Compass

This KuppingerCole Buyer's Compass on ITSM solution provides information about:

  • Use Cases

  • Functional Selection Criteria

  • Non-function ...

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2 Market Segment Defined

Business is increasingly reliant on information technology (IT). This has led to the development of the IT service management (ITSM) solutions market ...

Other differentiators include a focus on user experience, the provision of management facilities for BYOD/Shadow IT, and support for enabling organiza ...

The ITSM market is clearly evolving not only to respond to changing business requirements and tap into the benefits of new and emerging technologies, ...

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3 Top Use Cases

The top use cases for ITSM are listed below in Table 1. This list far from exhaustive, but highlights the most common use cases or goals organizations ...

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4 Top Selection Criteria - Functional

IT leaders must perform a detailed evaluation and assessment of ITSM solution providers. The functional selection criteria presented in Table 2 below ...

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5 Top Selection Criteria - Non-functional

Aside from the functional selection criteria listed above, there are a number of non-functional criteria to take into account when deciding on an appr ...

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6 Use Cases / Selection Criteria Matrix

Having identified the essential use cases and selection criteria for IT Service Management (ITSM) vendors, this section provides a matrix that maps us ...

Table 4: Mapping of Functional Criteria to Use Cases

These criteria need to be adapted to your business and operational requirements. KuppingerCole ...

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7 Top Prerequisites - Technical

Even if you transition from an on-premises ITSM deployment to a cloud-based approach, you will still need to carefully assess the gap between the tech ...

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8 Top Prerequisites - Organizational

A successful ITSM vendor selection depends on more than the technology itself, and organizational factors should not be neglected. Table 6 below lists ...

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9 Top Questions to ask the Vendors

In addition to requesting information about the solution's features, there are other critical questions to ask vendors. Table 7 below provides a guide ...

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