Top 9 Guidelines for the selection of IT Service Management tools
1. The tool must support the processes
Don't modify processes to fit the tool. Where possible it is better to purchase a fully integrated tool to underpin many (if not all) Service Management processes. If this is not possible, consideration must be given to the interfaces between the various tools.
2. The tool must be adequately flexible
The tool must be adequately flexible to support your required access rights. You must be able to determine who is permitted to access what data and for what purpose, e.g. read access to Customers.
In the early stages consideration must also be given to the platform on which the tool will be expected to operate - this may be on existing hardware and software or a new purchase. There may be restrictions laid down by IT Strategy - for example, all new products may have to reside on specific Servers. This would restrict which products that could be included in the evaluation process.
Make sure that the procurement fit within existing approved budgets.
3. Don't stick to the one(s) the organisation knows about
There are many Service Management tools available. Don't stick to the one(s) the organisation knows about. Surf the Web (for instance tools2manage-it.com), look at Service Management publications, ask other organisations, ask consultants or talk to the itSMF to see what products are available. There may be a User Group for the product - if there is, talk to the Chairperson; this may lead to useful feedback.
During the early stages of the vetting process think about vendor and tool credibility. Are they still going to be supporting the purchase in a few months' or a year's time? Consider the past record of the supplier as well as that of the tool. Telephone the supplier Service desk to see how easy it is to get through, and ask some test questions to assess technical competence.
4. Visit to a reference site
Ask the vendor to arrange a visit to a reference site to see what the experience is with tool in practice - if possible without the vendor or supplier present. Make sure that the organisation has similar requirements of the tool. See the tool in operation and speak to the Users about their experiences, both initially and ongoing.
5. Don't limit your requirements to functionality
Don't limit your requirements to functionality, ask about the product's ability to perform, enlarge the size of the databases, recover from failure, and maintain data integrity. Does the product conform to international standards? Is it efficient enough to enable you to meet your Service Level Requirements?
6. Assess the management reports generated by the tool
Assess the management reports generated by the tool. In some tools, the generation of meaningful reports can be a cumbersome and time-consuming task. To monitor the output of the processes the tool should have many ways of aggregating the data in meaningful and, for the business, understandable, ways.
7. Assess the training needs of the organisation
Assess the training needs of the organisation and evaluate the capability of the supplier to provide the appropriate training. In particular, consider training costs, training location, time required, how soon after training the tool will be in use. During the implementation process ensure that sufficient training is provided - think about how the new tool will impact both IT and Customer.
8. interfaces with other functioning correctly
Also ensure that interfaces with other tools and telephony are functioning correctly. It is wise to identify whether the planned combination has been used (or tried) elsewhere, and with what results. Consider parallel running before finally going live.
9. Statement Of Requirements is essential
It is essential to have Statement Of Requirements (SOR) for use during the selection process; this statement can be used as a 'tick list'. The requirements should be separated into 'should haves' or mandatory requirements and 'nice to haves' or desirable requirements.
source: OGC, ITIL Planning to Implement ITSM
