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Top tips for selecting a new service management solution

Selecting the right service management solution will assist the delivery of business value and a great customer experience. Here are a few tips to consider:

1. To get the best response from your RFI, first understand your business needs, required outcomes, and your service goals. Ensure you involve the right people.

2. Focus on selecting a flexible process and service driven solution which will help you deliver operational excellence both now and in the future.

3. The vendor track record in delivering 'successful' solutions and outcomes should be a critical component of your selection process.

4. Don't just accept vendor written responses. Ask for each response to be clearly demonstrated.

5. If you need an integrated process driven and configurable solution, ask for this to be demonstrated.

6. Allocate the time for your initial short-listed sweep of suppliers to present. I would recommend a minimum of at least 2 hours. This will save you time later in the procurement process.

7. Beware of hidden costs. There is no such thing as a ‘free lunch’ or business software. Be clear about which components and activities are included as chargeable and which ones are not.

8. Don't get bogged down in technology. Ignore the hype and promises of utopia. If it is a web solution, ask for confirmation that it has been security/pen tested.

9. Consider a proof of concept or staged payments to ensure you're getting what you need. If not, it may be difficult to back-out of the purchase.

10. Consider allocating one day for each short-listed supplier to demonstrate their solution and answer your questions. 

11. Have some of your key service users and service owners present at the demonstration as they will be more concerned with outcomes and business value rather than simply focusing on a stream of technical features, functions and questions.

12. Answer these points

a) Could I work with this company?  

b) Do they understand our issues?   

c) Are they passionate about ITSM?  

d) Will they contribute to a successful outcome?

This combined approach will help you maximize the opportunity of a successful service improvement project - a project with supportive and engaged teams from the business. None of us want to be left with a solution we later regret.

Selecting the right ITSM tool will assist the delivery of business value and a great customer experience.

The right tool will allow you to automate and standardise processes, improve service delivery, maximize employee productivity and efficiency, and improve your ability to enhance the customer experience. We want to be in control of our IT and Service Infrastructure. We want to deliver services “faster, better and cheaper”. We want to ensure our chosen solution is fast, flexible, easy to use, reconfigure and upgrade, backed up by an experienced ITSM supplier who will contribute to a successful business outcome.

To deliver a world class service, you need a world class   service management software solution. Marval provides such a solution - It's called MSM.

The right tool will allow you to automate and standardise processes, improve service delivery, maximize employee productivity and efficiency, and improve your ability to enhance the customer experience. We want to be in control of our IT and Service Infrastructure. We want to deliver services “faster, better and cheaper”. We want to ensure our chosen solution is fast, flexible, easy to use, reconfigure and upgrade, backed up by an experienced ITSM supplier who will contribute to a successful business outcome.

To deliver a world class service, you need a world class service management software solution. Marval provides such a solution - It's called MSM.

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