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The Importance of Customer “Choice” in ITSM Tool Selection

 Steven Mann presents the findings of a recent Forrester survey where respondents were asked “How important are the following criteria to your company when selecting software products.” The choices included:

  • Features and functions
  • Price
  • Simply manageable
  • Scalability/performance
  • Integration with other software applications/tools
  • Customizability
  • Type of software deployment
  • Vendors brand/market position
  • Part of an application of office suite

The results found that 92 percent of respondents chose features and functions as the most important criteria, followed closely by price (at 86 percent). What surprised Mann about the survey was how very little “choice” seemed to matter to any of the respondents (Mann sees “type of software deployment” as the closest to “choice”, coming in at 44 percent). The option to create choice, it seems, is to have a “hybrid” solution:

It’s an interesting term; perhaps one that is open to misinterpretation. This isn’t applying service management to hybrid environments…but rather a reference to choice of delivery model. A choice that is not just at the outset of the customer-vendor relationship but one that can be considered and invoked during the life of the relationship. It offers flexibility to customers to change as business circumstances or needs change.

But that isn’t to say that hybrid ITSM is the solution. There are plenty of people who believe SaaS won’t last long—though Mann doesn’t quite agree with that assessment. Whatever the future of ITSM will be, it’s clear that it will be due to what the “market” wants and not necessarily what they are offered to start with.

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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