Af Marina Kirkegaard

10 considerations when choosing a new ITSM solution

Whether you are choosing an IT Service Management system for the first time or it is the 3rd time you are considering replacing your current system, it can seem confusing and difficult to get an overview. Today, there is a sea of ​​different ITSM solutions and suppliers, and we know it can be difficult to find the right solution that meets your specific needs. The right choice is a solution that you can use and grow with for many years to come and that provides benefits.

To help you, we have collected 10 considerations that are beneficial when choosing a new ITSM solution.  

#1 Why are you considering a new ITSM tool?


A replacement of an ITSM solution can be for many reasons, but we often see that the replacement happens because the solution no longer matches the needs. Therefore, we believe it is a great idea to form an overview of what you want to keep from the current solution and what you are missing in the current solution. In the long run, would you like to use the solution for more service departments (outside IT). 

If you are facing a new situation and are looking for your first ITSM system, it is often due to the lack of an overview of tickets, poor knowledge sharing and a general lack of structure that increases the pressure on the ticket resources. Try to concretize your needs and think a little ahead (in addition to the first 3-6 months) and thus it will be easier to assess the various solutions that exist within the ITSM market. 

#2 How long does your current contract last?

If you would like to replace your current ITSM system, check how long the current contract runs. It takes time to make a change of ITSM system - typically not because a new solution is more complex, but we often find that an ITSM system is well involved in different processes and you underestimate the complexity of your business (and which the ITSM system thus supports ) We recommend that you examine the market at least one year before the contract expires, to ensure an efficient and smooth transition from the current solution to the new one. Thus, there is plenty of time to consider different solutions in relation to price and the technical skills, and at the same time have enough time to make the actual switch from the older one to the new solution. Is your contract in its final year, then kontakt os her.

#3 How many ITIL processes do you need? 


For many years, suppliers focused on who could offer the most ITIL processes in the solution. The focus has shifted and today organizations often have good control of the basic processes themselves. Therefore, it is a good idea to investigate how many and which processes you need. 

If you so far have used the basic support ITIL processes such as: Incident Management, Request Fullfilment, and Change Management and these are the only ones you want in the new ITSM system, then be aware of this from the beginning of your market research. 

Solutions available on the ITSM market mostly include several verified ITIL processes. Therefore, it is important to investigate whether you are interested in using more processes in the organization in the long run or perhaps expand the use of the system to other areas in the organization such as: Facility, HR, Security m.fl.

#4 Are you interested in an ITSM tool that can support the entire organization in the long run? 


This consideration is an extension of the previous consideration. Taking the current market into account, you have to ask yourself: “Are we looking for a solution that will replace the current solution, or are we interested in eventually expanding with more processes that can support more departments and thus improve the service across the organization? ” 

Today, digitization and automation have become essential for several service departments and the ITSM tool has grown out of the IT department's framework. It is possible to create an Enterprise Service Management solution that brings together the various services across the organization. The solution thus potentially supports a larger part of the organization, which we see today as a growing wish. 

You can use the reports from Gartner or Forrester etc. to investigate the IT & Enterprise Service Management market. 

#5 How much do you want to be able to change and adapt yourself in the new system? 


When it comes to ITSM systems, it is important to consider whether you want to drive the development of the system yourself or whether you need consulting assistance for it. Here you should already consider whether it should be an Out-of-the-box solution or whether the ITSM system should be configured for special needs.  

There are great financial benefits to being able to configure yourself if you have the time and resources for development. Therefore, think about whether the solution you are looking at provides the opportunity for you to configure yourself, or whether it will always require development to get new functionalities. If you do not want to develop the solution yourself, most ITSM suppliers have experienced consultants who are ready to help, but you should assess whether you want to be limited by using only external consultants for maintenance and development of your future system. If there is any doubt as to whether you can drive the development yourself or want more benefit from consulting assistance, do not hesitate to contact us. We will find the best solution for your organization and needs. 

#6 What about the price? 


You should consider how you assess price as more than just a good offer from the nice sales person at the beginning of a collaboration. In fact, it is often the total cost that surprises customers and which results in a situation that is many times more expensive than expected (or a worse result because it is too expensive to reach the finish line). Many vendors have made a virtue out of very individual bids on licensing structures. Danger signals can be if the license structure is not transparent and you can not get to know the future costs, when and if you want to expand or change the use of the tool. 

One thing to keep an eye on is the licensing model (i.e. how is your use of a given ITSM solution measured) and there is a big difference in whether a named vs. concurrent user license model is offered. . Named users can be an easy way to count the number of licenses you need. This also automatically increases costs and you pay for all potential users and not according to actual consumption. Concurrent users instead require an overview of how many people are working with ticket processing at the same time. This provides greater flexibility and often lower licensing costs when choosing an ITSM tool based on concurrent users . Should you grow with 5 employees in e.g. the IT department, then it may require only 1 extra license.

Ask of your future supplier that all prices are visible. Feel free to clarify what happens if you grow in number of employees, expand with more processes or functions and possibly expand with more modules to other departments in the organization. 

#7 What do you want out of the supplier collaboration? 


Price and total costs are important factors within the ITSM market, which means that the choice of partner is often overlooked when you are searching the market. We experience that suppliers can have a short-term time horizon and only focus on getting new customers on board and thus give a good price the first year. It often happens that costs increase in the long run and during the collaboration and it all becomes more expensive than expected. 

Ask for clear communication when choosing a supplier and in the supplier agreement, so that you do not misunderstand each other and end up in a failed collaboration. A good tip is references (not just those recommended by the supplier) and maybe start a dialogue with other customers to examine how the supplier treats its customers. The collaboration can turn out really well if both parties have the same expectations for the time horizon and the type of collaboration. Therefore, it is important to ensure that a given supplier is willing to help you achieve your goals and vision. 

#8 How long before any results?


As previously mentioned, you must demand something of your future ITSM provider. Get them to help you form a bid on what your investment will yield in terms of results and when you can expect these. Make them prepare a Proof of Concept (POC) and a calculation of investment in relation to expected gains - Return on Investment (ROI), so you can clarify how good an investment your new ITSM tool will be. You will thus find out when the investment has paid off if you choose to replace the current solution. Of course, this might not all be necessary - but try to challenge them positively and feel free to ask for input on how a future partner can contribute to your organization. 

#9 How many years should the contract cover?


Most suppliers have special requirements for contracts and contract extension. As a rule, you can say that often the longer the contract, the greater the annual savings you can achieve. But you should be sure that you are aware of the development of expenses after the first and perhaps second contract period if you wish to spread the solution to more departments. The longer you know your expenses for the future, the greater the chance you have for a long-term good investment and a foundation will get more optimal value out of the new ITSM tool. 

#10 Get an insight into the suppliers' roadmap


Some vendors do not tell their potential customers about new initiatives or changes. Therefore, you must be sure to choose a supplier with the intentions to develop their current tools and services. Therefore, you should examine what future plans the potential supplier has for its solution. In this way, you can better ensure that the ITSM tool always creates value for you, your organization and customers and you will not incur costs for new functionalities etc.

Clever Choice works with a few and selected suppliers from the top shelf in the ITSM market. This means that we have made an effort to select solutions, all of which have a number of clear characteristics and that is:

  • Transparent and predictable licensing model
  • Value for Money
  • Solutions that match customers' different needs
  • Løsninger til både IT Service Management og Enterprise Service Management


We are experts in IT & Enterprise Service Management, and we help with consulting and delivery of selected ITSM solutions.

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