I like the idea of having one product fully supporting ITIL. We looked at other tools, but we would have had to buy individual modules and with each module bought, you would have to integrate it with current modules you are using and then test it. When it is one tool and you test, you don't have to worry about integration points with the business processes after that.
Canadian Tire - View the full case study
ITSM tools are a major long-term investment. There are many factors that should be taken into consideration when deciding which service management software will best support your ITSM strategy.
Large organizations need to look beyond functional fit and immediate cost to consider vendor stability, product upgrades and integration issues to identify the lifetime cost of ownership and return of investment from a particular toolset.
With many organizations going through repeated 'rip and replace' cycles, businesses are missing out on the long-term strategic value that can be gained from implementing the right ITSM application. That’s why we’ve commissioned Sharon Taylor, former Chief Architect of ITIL V3, to author an exclusive whitepaper and webcast on ITSM tooling issues.
Sharon tackles the difficult questions to help you navigate the minefield of ITSM technology:
There is almost no limit to the choices available to organizations looking to harness the power of ITSM with tools. Trying to make sound choices is a bit like navigating in the dark without a compass. The reality of shrinking budgets and higher business expectation increases the pressure on IT to make the right choices in tool selection. There is no margin for error and no appetite for seconds any more.
Product intelligence is a key to understanding the reasons and the options any organization should understand before acquiring ITSM tools. This webcast and whitepaper will help you expertly navigate through the decisions, factors and choices and help you make the right decisions about the right time, right reasons and right choices for ITSM tools for your organization.
It was important to us that the software solution had integrated all ITIL modules, which was not the case with many.
Weltbild Publishing - View the full case study