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50 Shards Of ITIL: The Bane And Pain Of ITSM Tool Selection

Steven Mann uses the play of a title to illustrate one of the confusing elements he often witnesses when organizations attempt to find a new ITSM tool: wanting capabilities that really aren’t going to be used. Mann explains that many customers ask questions (which is good), but aren’t asking the questions that actually point them to the solution they need (which is very, very bad). The solution can be as easy as having a different set of questions to ask ITSM vendors ““ allowing for specific answers and understanding of what is needed: It’s no different from the “informed” internal customer who asks IT for a “green Ford Focus” rather than saying we need something that can transport us from A to B (note that the solution might not actually be a car) in a timely manner, that is aesthetically pleasing, and is available at a reasonable price. Actually I’m going to disagree with myself here ““ it is different, it’s worse. What we are also doing is adding in loads of costly “optional extras” that we will never use ““ are you really ever going to do capacity or IT financial management? Are you even organizationally capable of doing so? Probably not, so why base your tool selection decision on it and why pay for something you will probably never use? The pain goes on: once the tool is selected poorly, the customer is left with an overly complicated, potentially disappointing solution. This means they are likely to seek out another tool far more readily than otherwise, and the IT department’s reputation is diminished. The solution comes in reflection: step away from the bargaining table and consider what you really need from a tool, what you hope to accomplish with it, and don’t be afraid to ask for specific elements that your business needs.

About Matthew Kabik

Matthew Kabik is the former Editor of Computer Aid's Accelerating IT Success. He worked at Computer Aid, Inc. from 2008 to 2014 in the Harrisburg offices, where he was a copywriter, swordsman, social media consultant, and trainer before moving into editorial.

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