You are almost there. The end of the tunnel is in sight, and a choice needs to be made. Let’s talk about decision strategies, and how to ensure you are choosing the right path forward.
One area to consider when choosing between your finalists is the implementation process. Does your organization require a quick implementation (i.e. < 3 months)? Some vendors can guarantee this, while others will tell you such a timeframe is impossible. It’s also important to think about implementation support. Will you have an implementation specialist available to assist you at all times throughout the process? How many of your employees can they assist? Is there an intuitive guide that they will provide you with, which can help your non-technical users understand the solution? Overall, implementation can be a major headache, or a highlight. Don’t ignore the process. You can’t win by only thinking long term. If you also think in the short term, you set a positive tone for your IT service management (ITSM) solution’s impact on your organization.
Numbers don’t lie. Budgeting is important and if the numbers don’t make sense, then it’s a no-go. The difficulty is gaining clarity into what metrics and numbers to use in the budgeting process. We’ve prepared an intuitive, yet full ITSM budget calculator in the form of an Excel spreadsheet tool, as well as a “Best ITSM Budget Ever” guide, to help you easily see the expenses and benefits associated with an IT service management strategy.
Figure Out Your ITSM Priorities
Grab other decision makers to go through everything you have looked for and researched in an ITSM solution, as well as areas your final vendors are strongest in. Give rank, or importance, to different parts of your checklist. For example, let’s say finalist #1 is strong in integrations — easily integrating with your corporate email system and active directory, but weak in service level agreements (SLAs), thus not giving you full insight into your service performance. Finalist #2 is the opposite: weak in integrations, strong in SLAs. You and your team decide which areas of ITSM are most important. If the whole system would be a big headache to implement and use without integrations, then just like that, finalist #2 is out of the picture. It won’t be that simple, but that’s just an example.
Decide! Avoid Analysis Paralysis
Given the amount of analysis you’ve conducted to this point, and the amount of conversation you’ve had with vendors, either one of your finalists are likely to prove a useful solution for your organization. Don’t get stuck in analysis paralysis. Set a hard decision deadline, and let all participants know that by the time that deadline is up, a champion will have risen from your finalist group. If not, you could fall into the trap of questioning and researching, all the meanwhile draining your stakeholders’ energy and passion about implementing an ITSM solution. Don’t miss that window of opportunity. Decide!
About Ilan Szulik
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