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IT Service Management Selection Guide

Speed up the process to build your case and select your ITSM solution.

  • Your ITSM solution that was once good enough is no longer adequate for a rapidly evolving services culture.
  • Processes and data are disconnected with multiple workarounds and don’t allow the operations team to mature processes.
  • The workarounds, disparate systems, and integrations you’ve implemented to solve IT operations issues are no longer adequate.

Our Advice

Critical Insight

  • Accessing funding for IT solutions can be challenging when the solution isn’t obviously aligned to the business need.
  • To maximize value and stakeholder satisfaction, determine use cases early, engage the right stakeholders, and define success.
  • Choosing a solution for a single purpose and then expanding it to cover other use cases can be a very effective use of technology dollars. However, spending the time up front to determine which use cases should be included and which will need a separate best-of-breed solution will make the best use of your investment.

Impact and Result

  • Create a business case that defines use cases and requirements.
  • Shorten the list of viable vendors by matching vendors to use cases.
  • Determine which features are most important to reach your goals and select the best-matched vendor.

IT Service Management Selection Guide Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out how Info-Tech’s methodology will provide a quick solution to selecting ITSM vendors and understand the ways we can support you in completing this project.

1. Build a business case

Create a light business case to gain buy-in and define goals, milestones, and use cases.

2. Define requirements

Create your list of requirements and shortlist vendors.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.


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About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

Member Rating

Overall Impact

Average $ Saved

Average Days Saved

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve.

Read what our members are saying

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 2-phase advisory process. You'll receive 4 touchpoints with our researchers, all included in your membership.

Guided Implementation #1 - Build your business case
  • Call #1 - Introduction to methodology and use cases.​
  • Call #2 - Review the business case.​

Guided Implementation #2 - Create your list of requirements
  • Call #1 - Create a vendor shortlist.​
  • Call #2 - Introduction to the Rapid Application Selection Framework.


Sandi Conrad


  • 11 anonymous contributors
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