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TRANSCRIPT
December 13, 2017
Your 7-Point Checklist for Selecting the Right ITSM Tool
Presenter: Stephen Mann
Principal Analyst at ITSM.tools, with over 15 years experience in senior industry analyst and ITSM practitioner roles at Forrester Research, Ovum, Tata Consultancy Services, Royal Mail, and elsewhere.
Host: Oded Moshe
VP Products at SysAid, with over 15 years experience in product and IT management roles; responsible for SysAid overall product strategy, feature enhancements, and the future direction of new SysAid integrations.
Welcome!
What’s on the Agenda
01. Quick scene setting
02. Key ITSM tool selection influences
03. Recommended 7-point checklist
04. Key takeaways
05. Practical examples from Oded followed by Q&A
Your 7-Point Checklist for Selecting the Right ITSM Tool
Your 7-Point Checklist for Selecting the Right ITSM Tool
Does Your Organization Use an ITSM Tool?
Source: HDI, “The State of Today’s IT” (2017) – North American data
Key Factors Motivating New ITSM Technology
Your 7-Point Checklist for Selecting the Right ITSM Tool
Source: HDI, “Technical Support Practices and Salary Report” (2017) – North American data
Percentage of organizations
What Influences the Selection of a New ITSM Tool?
Your 7-Point Checklist for Selecting the Right ITSM Tool
Source: SDI, “A View from the Frontline” (2017) – UK data
Plus more...
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The traditional ITSM capabilities are important
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People are looking for a “modern” ITSM tool with key attributes such as:
Tool-Selection Decision Conclusion
1. Ease of use
2. Automation
3. Self-service that people want to use
4. Ease of configuration and customization
5. The ability to access the tool from anywhere
Your 7-Point Checklist for Selecting the Right ITSM Tool
My Recommended 7-Point Checklist
Your 7-Point Checklist for Selecting the Right ITSM Tool
1. ITSM process enablement
2. Usability
3. Self-service
4. BI and reporting
5. Automation
6. Configuration, customization, and integrations/embeddables
7. Vendor relationship and (lack of) communication
1. ITSM Process Enablement
Your 7-Point Checklist for Selecting the Right ITSM Tool
1. Agree the real reason(s) for wanting to change ITSM tool (and vendor)
2. Know what you are trying to achieve with ITSM (and the new tool)
3. Understand your organization’s true ITSM tool requirements
4. Know the ITSM tool/vendor differentiators
5. Understand how business and IT strategies will impact tool-selection decision making
Your 7-Point Checklist for Selecting the Right ITSM Tool
2. Usability
1. Know what employees think about the current ITSM tool (and vendor)
2. Access and consume some of the IT industry research into ITSM tool satisfaction and dissatisfaction
3. Recognize the difference between UI and UX (or even CX)
4. Design and deliver capabilities with the “customer” at heart
5. Never stop improving (and remember that demands and expectations will change)
3. Self-Service
Self-Service Success Isn’t Always Easy
Your 7-Point Checklist for Selecting the Right ITSM Tool
Source: Happy Signals, http://benchmark.happysignals.com/benchmarks -
Global data data (137k)
“The increase in the adoption of self-service tools is
undoubtedly due to the range of associated benefits
that comes with the implementation of such a
solution, most commonly reduced support costs,
increased customer satisfaction, and a
round-the-clock support channel. However, the
number of organizations that have realized these
benefits and have achieved the anticipated return
on investment (ROI) are few, less than 12% according
to recent SDI research.” Source: SDI, “Realizing ROI from Self-Service Technologies” (2017)
3. Self-Service
Your 7-Point Checklist for Selecting the Right ITSM Tool
1. Recognize that IT self-service isn’t easy
2. Understand and learn from the mistakes of other organizations
3. Build capabilities around “the customer” not IT
4. Exploit automation wherever possible
5. Still offer choice and recognize that preferences will change over time
4. BI and Reporting
Your 7-Point Checklist for Selecting the Right ITSM Tool
1. Recognize the issues that the ITSM industry has continued to experience relative to reporting and analytics
2. Understand the common pitfalls with service desk and ITSM metrics
3. Tie metrics, KPIs, and CSFs to business rather than IT outcomes
4. Appreciate the general and specific benefits of business intelligence (BI) capabilities
5. Use BI and reporting to drive better outcomes
of survey respondents cite the
inability to easily produce metrics and
reports as a pain
Source: SDI, “A View from the Frontline” (2017) – UK data
33%
4. BI and Reporting
Your 7-Point Checklist for Selecting the Right ITSM Tool
The Key Benefits of BI
1. Speeding up and improving the quality of decision making
2. Optimizing business processes
3. Increasing operational efficiency and effectiveness
4. Spotting business issues
5. Improving customer relationships
6. Increasing asset use and technology ROI
7. Reducing the risk of non-compliance with regulatory, legal, or contractual requirements
8. Increasing revenues and identifying new market opportunities
9. Assisting the business in gaining competitive advantage
5. Automation
Your 7-Point Checklist for Selecting the Right ITSM Tool
1. Realize that automation isn’t just about saving money
2. Understand that this isn’t about the technology – it’s about better business outcomes
3. Leverage existing corporate automation strategies and capabilities
4. Use automation for “heavy thinking” not just “heavy lifting”
5. Look to starting specific use-case pilots for AI (including outside IT)
of survey respondents plan
to use more automation in the next
12 months
Source: SDI, “A View from the Frontline” (2017)
– UK data
70%
6. Configuration, Customization and Integrations/Embeddables
Your 7-Point Checklist for Selecting the Right ITSM Tool
1. Know the differences between ITSM-tool delivery models
2. Understand the difference between “clicks” and “code”
3. Aim for configuration wherever possible but don’t discount the need for customization and integrations in the tool selection process
4. Test the ease of configuration, customization, and integrations using real use-case scenarios
5. Understand the impact of customization and integrations on future tool upgrades/versions
7. Vendor Relationship and (Lack of) Communication
Your 7-Point Checklist for Selecting the Right ITSM Tool
“Select a vendor you can work with” ~ Stuart Rance, ITIL Author
1. Know the ITSM-tool vendor landscape – and which vendors suit different customer types
2. Understand what your wants and needs from a vendor relationship perspective are
3. Know the IT industry research into ITSM tool vendor satisfaction and dissatisfaction
4. Use Google or similar, and social network sites to better understand what other customers are saying
5. Agree on the organizational value of the vendor relationship – is finding a vendor you can work with super important?
Key Takeaways
1. Appreciate that this recommended 7-point checklist might not be an exact match to your organization - but it should be a good start
2. Consider what else needs to be added to your organization’s personalized checklist based on its wants and needs
3. Seek out other tips and good practices related to your personalized checklist
4. Stay focused on what’s actually required (based on desired business outcomes)
5. Go beyond marketing collateral to be certain of meeting your needs across the checklist areas
Your 7-Point Checklist for Selecting the Right ITSM Tool
