The Importance Of Customer “Choice” In ITSM Tool Selection – “Hybrid ITSM”?

The recent Forrester SaaS for IT Service Management (ITSM) Market Overview has proved popular but I thought it wise to step back from its focus on SaaS for a moment to talk about “choice.” That is choice of delivery model for ITSM-enabling capabilities; both upfront and over time. You might argue that this is flexibility rather than choice; but to me it is choice – on-premises, SaaS, or maybe both. If you look at the figure below it’s not necessarily a question at the forefront of people’s minds when choosing a new tool, ITSM-enabling or otherwise:

While Price nestles snuggly behind Features and functions, the closest to choice is “Type of software deployment” sitting in seventh place at 44%. It’s good to see that what the tool does is far more important than the delivery model, it’s probably also indicative of the fact that on-premises as a delivery model is not going away.

My view

IMO choice is important; in particular choice between delivery models and also choice over time. It’s also becoming an increasingly high-profile part of ITSM tool vendor selling and marketing/messaging “conversations.” FrontRange in particular has raised the stakes on choice in terms of coining a new term “Hybrid ITSM” and making it core to its value proposition.

Hybrid ITSM?

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Sourcing Strategies To Drive Digital Disruption: Early And Fast-Evolving

Leading-edge executives at organizations drive growth, innovate, and disrupt industries through emerging technologies: social, mobile, cloud, analytics, sensors, GIS and others. 85% of executives in a recent survey shared that “the need to drive innovation and growth” would have a moderate or high impact on IT services spending. But, today’s technology buyers face a fragmented, fast-moving landscape of niche technology and services providers in newer spaces (social, mobile, cloud) as well as new offerings from their largest global partners.

Often the leading- and bleeding-edge disruption comes from business stakeholders, rather than IT or sourcing executives; sourcing executives struggle to keep up with the fast pace of change that business demands. Our research shows that this fragmented, divisional, silo approach to buying (often under the radar screen) can create risk and go against enterprise IT strategy decisions.

To help their organizations navigate through these emerging options, we have identified three key principles of IT sourcing strategy:

  1. Change the rules for working with vendors and partners. To thrive in the world of digital disruption and to enable sourcing of emerging technologies and services that drive digital disruption, sourcing strategists must create new rules for working with technology partners. They must increase the emphasis on innovation and differentiation and treat partners who excel in these dimensions differently from other tiered suppliers.
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12 Tips For Moving From An On-Premises To SaaS ITSM Tool (From A Customer)

Forrester recently published “IT Service Management (ITSM) Case Study: Making The Transition From On Premises To SaaS With BMC” which is available to clients here. For non-clients (or hopefully “future clients”) I thought I’d create a blog on the good practices distilled from the discussion with the BMC client.

The situation … does it sound familiar?

The customer had found itself hamstrung by a highly customized on-premises ITSM tool that was: 1) too costly to run; 2) a poor fit to operational and customer requirements; 3) complicated and cumbersome to use; 4) unable to keep pace with the latest service management thinking; and 5) stranded on an out-of-date version because it would cost too much to upgrade.

The solution …

The customer used a honed set of requirements to select BMC Remedyforce from a shortlist of six SaaS ITSM offerings. In their words, they chose BMC Remedyforce because: 1) it was best suited to the agency's existing and future needs; 2) it was built on the salesforce.com platform; 3) its user experience was similar to (but better than that of) the incumbent Service Desk Express; and 4) it was the most cost effective.

Here's what they did:

  • The initial deployment managed requests and tasks from both customers and internal IT.
  • The customer took advantage of subscription-based licensing's ability to flex with demand.
  • They also used BMC Remedyforce in different scenarios: in internally and externally facing call centers and, in addition to traditional IT support, addressing customer support, app development issues, and human resources (HR).
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Mobile BI And Cloud BI Evaluation Criteria

Mobile BI and cloud BI are among the top trends that we track in the industry. Our upcoming Enterprise BI Platforms Wave™ will dedicate a significant portion of vendor evaluation on these two capabilities. These capabilities are far from yes/no checkmarks. Just asking vague questions like “Can you deliver your BI functionality on mobile devices?” and “Is your BI platform available in the cloud as software-as-a-service?” will lead to incomplete vendor answers, which in turn may lead you to make the wrong vendor selections. Instead, we plan to evaluate these two critical BI platform capabilities along the following parameters:

Mobile BI

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