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Katie McKenna | December 14, 2017

How to Choose the Right ITSM Tool with a Revised RFP Process

In a market of over 450 products, finding the right ITSM tool for one’s business can feel like the proverbial needle in a haystack scenario. Unfortunately, the numbers validate this common challenge and the resulting impact. Gartner estimates that by 2020, 90% will fail to obtain the intended ROI from their ITSM tool investment when they choose a solution without factoring in their organizational and process maturity.

It’s often difficult for organizations to specify which functions of IT service management solutions are vital to their business—forcing them to rely on price comparisons over functionality requirements. In other cases, I&O leaders may have trouble differentiating between ITSM tools because RFPs regularly showcase a long list of common features instead of addressing specific needs.

The key to overcoming these challenges is to compel potential vendors to better explain why their offering is the right fit for your organization by enhancing your RFP process. A recent report from Gartner, “Redesign Your ITSM Tool RFP Process for Better Results,” shares tips on how to revamp your RFPs for maximum results, including recommendations on:

  • Creating a must-have features pre-req list
  • Ensuring your RFP fits a wide range of use cases
  • Sharing your vision with ITSM vendors
  • Identifying your specific issues, goals, current capabilities and future process
  • Requesting an essay-style RFP for high value responses


To learn how to craft an effective ITSM tool RFP, download our complimentary copy of Gartner’s report:

Redesign Your ITSM Tool RFP Process for Better Results

Gartner, Redesign Your ITSM Tool RFP Process for Better Results, Chris Matchett, Rich Doheny, Kenneth Gonzalez, 04 May 2017

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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Katie McKenna

Katie McKenna enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. She is also an avid reader, pizza enthusiast, and horror movie lover.