Selecting ITSM tools can be a tedious process – starting with figuring out your basic problems with the existing service desk, knowing what to pick while looking for an ITSM tool, and then choosing the right ITSM tool vendor. Which is more important than the tool itself as you’d be needing the vendor’s support throughout the time you’d be using the tool.
Every organization faces its own fair share of challenges with the vendor. According to the SDI survey, these are the top five frustrations faced by companies with their current ITSM tool vendor in comparison with the 2012 survey results.
While we haven’t come all that far from 2012, it’s worrying to know that the quality of support, relationship, communication, and lack of innovation are the major sources of trouble for customers. Sound like a familiar story? However, the fact that there are fewer implementation issues is really good news and a beacon of hope for companies looking to change ITSM tool, and vendor, in the not-too-distant future.
So what can companies do to reduce the risk of suffering similar frustrations with their next ITSM tool vendor?
5 tips for securing a better ITSM tool vendor relationship
For me, it’s not rocket science, it’s about focus and timing. It’s about placing a value on the customer-supplier relationship (and the constituent elements) before, rather than after, the deal is done. So consider the following ITSM vendor selection criteria:
- Realize that an ITSM tool purchase is so much more than just the acquisition of software (or a SaaS subscription). Instead, it should be an ongoing, two-way relationship. It might sound clichéd, but we are talking “partnership” here. Make it part of the tool selection requirements and process.
- Rise above the usual non-functional selection criteria, such as vendor credit rating, to understand what you really need and expect from a new supplier. There’s no need to start with a blank sheet of paper – just list down what does and doesn’t work with the existing ITSM tool vendor to scope out what’s expected.
- Look beyond RFP responses to get market feedback on supplier performance across support, relationships, and innovation. This can be done with industry analysts and communities. For example, via analyst reports and focused 121 calls – which are hopefully the aggregation of customer opinions. Or seeking out peer opinions through vendor customer communities; social media questions/searches or using communities such as Back2ITSM on Facebook; or event networking where the more you chat with peers, the more opinions you will hear.
- “Hijack” the sales guy, or lady, by asking “What were the top three product innovations during the last 12 months?” Their response, and possibly their face, will be a good gauge of the vendor’s focus on innovation and improvement.
- Track down and speak with more than just the offered customer references. It’s a deeper dive than just posing questions as per bullet three – really get under the skin of how a sample of existing customers feel about their relationship with the ITSM tool vendor and other aspects.
Hopefully, you found these tips for ITSM vendor selection helpful. If you did, you might like to:
- Watch an on-demand webinar taking you through the survey results