- Forrester Councils
- Councils Overview
- log in
Posted by Stephen Mann on January 20, 2012
It sounds like the start of a bad Christmas cracker joke. Maybe the title of this blog should actually be, “Why Should Buying An IT Service Management (ITSM) Tool Be Like Buying A Car?” but let’s see where this goes. I'll deliberately avoid talking about salespeople.
I sometimes talk about new application development in the context of acquiring a car: in that the business often says “we want a green car” to IT rather than saying “we want a means to get from A to B that is aesthetically pleasing.” What I realized responding to a Forrester client inquiry this morning is that the same is true in selecting an ITSM tool.
How should one buy a car?
Let’s look at ITSM tool selection in terms of needing a new means of transport/business support, as you might not actually need a car:
The ITSM tool selection reality
How much of the above do we do with ITSM tool selection? Not enough IMO.
How often do we plod through an RFP exercise without an appreciation of business outcomes and too great a focus on technological prowess? And don’t start me on the fact that too many organizations borrow an RFP “skeleton” from a third party and then add to it. Thus we end up with a very complete tool but not necessarily one that best meets our needs. It’s what I call the “capability gap” – where organizations only use 30%-50% of what they ask, and ultimately pay, for.
Food for thought? I hope so.
As always I value your feedback, opinions, and additional car buying analogies.
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »
Free On-Demand and Live Events
Latest events from Forrester analysts, online and in person. »