Consulting on ITSM/ESM Software Selection

Your Challenge

Many companies face the challenge of finding the right ITSM or ESM tool—a solution that reliably maps their specific processes while also being flexible and future-proof. The market for service management solutions is complex and confusing, which often leads to uncertainty in the decision-making process. It’s often unclear which features are truly relevant or how to objectively compare the various vendors in order to select the best possible solution for one’s own needs.

The Approach

Our approach is to guide you through the entire selection process in a structured manner. We analyze your existing ITSM and ESM processes as well as your requirements and use this information to create a clear requirements profile. We then research suitable vendors, conduct a pre-selection, and assist you in evaluating the solutions—for example, through workshops or proof-of-concepts. Thanks to our ITIL expertise and the SERVIEW CERTIFIEDTOOL model, we offer you sound, vendor-neutral consulting based on proven best practices. Our support is provided on a daily rate basis, giving you full flexibility to utilize exactly the services you need—without any long-term commitments.

Our Services

Our service for selecting an ITSM/ESM tool follows a structured and proven process model that focuses on ITIL best practices and our SERVIEW CERTIFIEDTOOL model. The process is divided into four phases:

• Phase 1 - Initiation

We define the overarching strategic goals and specify the scope of the project. In doing so, we take existing framework conditions—including regulatory requirements—into account and conduct a comprehensive stakeholder analysis. In addition, we create a project charter and a roadmap for the evaluation and selection of the new ITSM/ESM tool. This roadmap is consistently aligned with ITIL best practices and ensures that the future solution integrates seamlessly with your processes.

• Phase 2 - Analysis

We conduct a detailed assessment of your existing tool landscape—both internally and in collaboration with connected external vendors in the ITSM/ESM domain. In addition, we evaluate the current service management organization and develop a prioritized list of requirements for the new tool. The target model is designed with consideration for related systems, such as databases, and is consistently aligned with ITIL-compliant processes.

• Phase 3 - Selection

We identify a list of potential manufacturers (max. 8) selected based on your specific requirements and in accordance with our SERVIEW CERTIFIEDTOOL model. We prepare the request for proposal (RFP) documents and a standardized evaluation criteria matrix to conduct a structured analysis of the vendors’ proposals. After conducting and analyzing vendor presentations (approx. 5), we create a shortlist (max. 3), perform in-depth analyses, and assist with iterative contract negotiations. Finally, we summarize the results in a report that evaluates functional and non-functional requirements, regulatory aspects, and implementation approaches, and present the recommendation document for the ITSM/ESM tool to senior management.

• Phase 4- Transformation

We act as a sounding board during the technical implementation and ensure that the defined processes in the ITSM/ESM tool are implemented in accordance with your organization’s requirements. Our responsibilities include quality assurance for process configuration, representing your interests to the implementation team, providing advice on decision-making, and reviewing the implementation for scalability and user-friendliness. Regular feedback with you, our client, ensures that the project remains aligned at all times with your IT strategy and—in the case of ESM—with the goals of other departments such as HR, Finance, or Facility Management. This holistic approach, based on ITIL and our SERVIEW CERTIFIEDTOOL model, guarantees a future-proof, practical, and best-practice-oriented solution.

The Results  

You’ll benefit from a clearly structured decision-making framework that enables you to select the right ITSM/ESM tool. Typical results include a reduction in the selection process by up to 40%, higher employee satisfaction thanks to a tailor-made solution, and long-term cost savings resulting from the selection of optimal licensing and service options.

Schedule a free initial consultation!