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Posted by Amy DeMartine on July 15, 2014
A common inquiry I get from clients has some of the following flavors:
In the past we were unable to qualify implementation service providers beyond the informal feedback we got from other clients...until now. I have buddied up with my colleague William Martorelli from the Sourcing and Vendor Management team to create the report “The Forrester Wave™: North American ITSM Implementation Services Providers, Q2 2014.” In this report, 13 different ITSM implementation service providers are scored on 15 different criteria.
How did I get my list of ITSM implementation service providers? I started with the ITSM tool vendors and asked them to nominate their ITSM implementation partners and their own services if applicable to get a better understanding of the market landscape. I gave no qualification on how to generate the list. One vendor sent the invitation out in their partner newsletter. Others picked a list of specific vendors based on their own qualifications. Once I got the full list of vendors I limited the vendors to the wave inclusion criteria which are ones who have 40% of their revenue coming from North American clients, ones who have revenue of at least $8M in ITSM implementation services and ones who are relevant and have Forrester client’s interest. Because this list of vendors is limited, you can use the criteria included in the report to rate other ITSM implementation service providers you are interested in and compare them against the ones included in the report.
Here are some suggestions for how to pick your next ITSM implementation services provider:
Whether you are upgrading or migrating to get to the latest features and functionality, revitalizing your current services through best practices, or revolutionizing the way you deliver business critical services through automation and self-service, may your partnerships with ITSM implementation services providers be successful!
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