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 ...

Login Free 30-day Select Access Get full Access

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, ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

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 ...

Login Free 30-day Select Access Get full Access

Copyright

©2021 KuppingerCole Analysts AG all rights reserved. Reproduction and distribution of this publication in any form is forbidden unless prior written permission. All conclusions, recommendations and predictions in this document represent KuppingerCole´s initial view. Through gathering more information and performing deep analysis, positions presented in this document will be subject to refinements or even major changes. KuppingerCole disclaim all warranties as to the completeness, accuracy and/or adequacy of this information. Even if KuppingerCole research documents may discuss legal issues related to information security and technology, KuppingerCole do not provide any legal services or advice and its publications shall not be used as such. KuppingerCole shall have no liability for errors or inadequacies in the information contained in this document. Any opinion expressed may be subject to change without notice. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

KuppingerCole Analysts support IT professionals with outstanding expertise in defining IT strategies and in relevant decision-making processes. As a leading analyst ompany, KuppingerCole provides first-hand vendor-neutral information. Our services allow you to feel comfortable and secure in taking decisions essential to your business.

KuppingerCole, founded in 2004, is a global, independent analyst organization headquartered in Europe. We specialize in providing vendor-neutral advice, expertise, thought leadership, and practical relevance in Cybersecurity, Digital Identity & IAM (Identity and Access Management), Cloud Risk and Security, and Artificial Intelligence, as well as for all technologies fostering Digital Transformation. We support companies, corporate users, integrators and software manufacturers in meeting both tactical and strategic challenges and make better decisions for the success of their business. Maintaining a balance between immediate implementation and long-term viability is at the heart of our philosophy.

For further information, please contact clients@kuppingercole.com.

top