It might not be as cutting edge as The Minority Report, but the final IT service management (ITSM) solutions report is important. It’s the fun part! We promise! You’ve done the demo/trial and gathered your research. You’ve looked at each vendor’s ITSM implementation processes, looked at budget, and gathered decision makers to come up with the finalists. It’s time to educate the stakeholders on who the lucky few ITSM solutions are, and choose a winner.
Love Thy Stakeholders
Stakeholders; they have a vested interest, directly and indirectly, on the implementation of an ITSM solution. You probably have a good understanding of who they are, as you’ve defined internal players and key requirements prior to beginning your ITSM journey. You’ve also involved many key players in deciding the finalists. At least, we hope you did.
In the final decision round, the stakeholders should include representatives of the end user community, project managers, CIO, leaders from other organizations, such as HR and Facilities, and various representatives within the IT organization. The ultimate decision on an ITSM solution lies in their hands.
Don’t Belittle Being in the Middle
You’re the man/woman in the middle. It might seem like you have no power, but that’s a far cry from the truth. All of the research and findings are in your head and you bear responsibility for accurately educating all of the stakeholders on the ITSM solutions finalists. Schedule a meeting where you are able to go through your research in a concise presentation (everyone loves slide decks, right?!). Make sure to send out your report a week before, so stakeholders have a chance to go through the material and come with questions.
Education is a Beautiful Thing
You hold the keys to educating your stakeholders and ensuring you avoid analysis paralysis. Let’s reiterate some of the important things you need to do to make the final ITSM decision be a win for your organization.
Presentation. This is your chance to highlight the finalists. Your presentation should highlight pros and cons for each, price comparison research, implementation processes of the ITSM solution, and customer references. Additionally, if there were specific functionality requests from stakeholders, those should be part of the presentation also. Make sure to include industry/analyst reports to get unbiased reviews of the vendors. The stakeholders should get the breadth and depth of your research, ensuring a final confident decision can be made.
Recorded Demos. Don’t forget about the demos. Remember reading that seeing is believing? Many vendors will provide you with a recorded demo, if you were unable to get your entire team on a single demo. It’s time to make the stakeholders see and believe. Extrapolate various parts from all of the vendor finalist demos to drive home points you highlighted in your presentation.