On-DemandWith only one click, gain instructive insights at your own pace and whenever you have time
Vendor-NeutralReceive valuable, independent advisory support based on neutral industry research results
CollaborativeA supportive workbook makes the process accessible for you and your project team
GuidedComplete your individual journey with concise directions from experts in your topic
This Tools Choice enables you to find the perfect ITSM vendor and solution for your IT infrastructure. Based on vendor-neutral research from our independent analysts, we have examined products and services in the ITSM market. On top of our industry research, we have compiled our methodology and defined key criteria for each step of the decision process to ensure that you have all the information you need to make a well-founded tool choice.
We analyzed the entire ITSM market and evaluated each vendor and its solution to create a roadmap that will help you manage the long list of vendors and distill the best suitable solution.
All these findings are gathered in the Leadership Compass: IT Service Management (ITSM) by Senior Analyst Warwick Ashford.
Vendors | Products |
Alemba | Alemba Service Manager |
BMC | BMC Helix |
Cherwell | Cherwell Service Manager |
IBM | IBM Control Desk |
Ivanti | Ivanti Service Manager |
ManageEngine | ManageEngine ServiceDesk Plus |
Matrix42 | Matrix42 Enterprise Service Management |
Micro Focus | Micro Focus Service Management Automation |
ServiceNow | ServiceNow IT Service Management |
RequirementsUnderstand Your Specific Requirements for Today‘s and Future Use Cases, and Prioritize Them
Market SegmentUnderstand the Market Segment of Tools That Meet Your Requirements
LonglistUnderstand Which Vendors Can Serve Your Requirements
ShortlistSelect Approx. 5 Vendors That Have High Potential to Meet Your Specific Criteria
Request for InformationCreate a RfI Questionnaire, Ask for Quotes (RfP), Run the Vendor Presentations
Proof of ConceptDefine Poc Use Cases and Run a Poc With Approx. 2 Vendors
DecisionMake Your Decision and Start the Implementation
with Tools Choice | without Tools Choice | |
Requirements | Expert advice helps you focus on what's important and set the right priorities | Without a fresh view, setting priorities on your own may be limited by your experiences |
Market Segment | Work with a well-defined market segment and get access to a complete vendor list | Unfamiliar market and uncertain size makes research on your own complex and prone to gaps |
Longlist | Significant data serves as an efficient base to select vendors that best fit your use case | Longlist is made only on available, not all information, affecting shortlist creation |
Shortlist | Objective selection based on neutral ratings ensure you get the right mix of vendors | Subjective selection bares risk of overlooking new, innovative vendors |
RfI/ RfP | Guidance on questionnaires let you know the right questions to get the right answers so you do not miss any important aspects you otherwise may not be aware of | Wrong questions provide inaccurate information or lead you to unhelpful conclusions |
PoC | Examples of PoC Use Case aid in running a PoC | Lack of experience can hamper the definition of PoC use cases |
Decision | Independent feedback on your decision and consideration of individual requirements is a strategic advantage and mitigates investment risks | Decisions based on limited experience in the market increases risk of making a wrong strategic decision and investment (time and money) |
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