Are you still with us? Great! You now have your internal requirements and a list of questions to grill potential IT service management (ITSM) vendors. The next step is using both customer-centered and unbiased industry research to learn about different vendors, and figure out how to begin engaging with them. Don’t know where to start?
Fear not, we’ve got you covered!
Where to Research ITSM Solutions
Due Diligence. Doing your own due diligence is a crucial step in selecting an ITSM solution. Remove yourself from ITSM gossip and conduct your own thorough investigation. Every organization is different and you have to remember that what doesn’t work for some may be just what your organization needs.
User Review Sites. There are several review sites, like Capterra, G2Crowd, and Software Advice, which all give you a broad view of the ITSM landscape. The beauty of review sites is their ability to capture the customer perspective, and seeing how ITSM solutions have impacted other organizations. The jackpot would be finding a review from an IT organization that had similar requirements to yours, and seeing how that solution worked for them or tanked.
Analysis Sites. Sites such as Forrester, Gartner, and Infotech, give comprehensive analysis on the ITSM vendor landscape. Here you can find credible reports, analysis, and insights that will give you more unbiased analytical views of ITSM solutions
Vendor Content. One way to get a feel for vendors’ personalities, as well as learn more about their product, is through their blog content, white papers, and webinars.
Beginning the Conversation with ITSM Vendors
Reaching Out. You’ve done your research and now have a few lucky vendors who remain in contention. The next step is reaching out to them and starting the conversation.
Demos and Trials. While there are different angles you can take , we recommend scheduling a demo with the vendor. It’s a great way to get a thorough look at the product, typically through a 1-on-1 walkthrough with a sales representative. Another option is to look for a free trial period, which will allow you to use the solution and start building it out for your organization’s environment.
Speaking to Existing Customers. Another great way to gain insight into a solution is to talk to existing customers. Specifically, look for customers that are similar to your organization, and had similar pain points when they adopted ITSM. To gain access to customers, speak to sales representatives, and ask them to refer you.