An Efficient Path to Your New ITSM Tool

How to choose the right ITSM tool without a huge requirements catalog.

Many companies eventually face this question: Which ITSM tool is truly right for us?

The typical response is a massive spreadsheet with hundreds of demands, which most tools ultimately fulfill. This approach ultimately fails to provide any real guidance.

In the worst-case scenario, the decision is based solely on gut feeling, the preference of one individual, price, or market presence, adhering to the “too big to fail” principle.

But there’s a better way.

Clearly structure the ITSM tool selection process by focusing on criteria essential to your company and thoroughly testing tools and vendors. This will help you achieve better results faster without getting bogged down in the details.

Here’s how to in six steps:

1. Conduct a preliminary study

Through interviews and workshops, identify three types of criteria that are essential for your company.

• Knockout criteria – also called exclusion criteria, serve as the first filter for the long list of tools. Examples include multi-tenancy (ESM), best-practice compliance (ATV), hosting options, and standard integrations into the existing system landscape.

• Key criteria – are essential to success, and the entire selection process focuses on them. Unlike exclusion criteria, key criteria cannot be answered objectively with a simple yes or no.

• T&O requirements – relate to the company's specific technical and organizational conditions.

2. Research the Longlist

Research an initial selection of relevant ITSM tools. Sources may include manufacturer websites, market analyses, online databases, or certified tools (ATV). Important: The long list does not need to be exhaustive. It should provide a range of options without overwhelming you.

3. Develop a Shortlist

Supplement the identified criteria from Step 1 in a table. Indicate which tools meet which criteria and requirements and which do not. Public sources, such as product websites, search engines, and review portals, can provide helpful information.

Only ITSM tools that meet all the knockout criteria and T&O requirements will remain on the shortlist. The goal is to have a short shortlist, so make bold selections initially. However, every exclusion must be justifiable and not arbitrary.

4. Evaluate Live Demos

Have the vendors demonstrate the remaining tools using concrete, realistic use cases — not glossy presentations. Focus on the key criteria and evaluate them consistently with your team or stakeholders.

5. Request for Proposals

Obtain proposals from the remaining vendors, and negotiate with each vendor at least once. In addition to licensing costs, criteria, and requirements, implementation effort is a crucial factor to include in the evaluation and decision-making process.

6. Decision Template

Create a decision template that outlines your recommendation based on evaluations, effort, and costs.

What makes this approach special?

Many companies get bogged down in details, which makes the decision-making process unnecessarily difficult and causes months of delays. Avoid this mistake by focusing on the essentials.

• Key criteria instead of cumbersome spreadsheets.

• Practical relevance instead of glossy presentations.

• A systematic approach instead of relying on gut feeling.

This results in a pragmatic and effective selection process for the right ITSM tool. The process leads to a well-informed decision without overwhelming the organization.

Those who need support structuring criteria, moderating workshops, or fine-tuning the decision proposal will benefit from our experience with similar selection projects.

We are happy to assist you with tool selection - vendor-independent, methodological, and focused on your goals.