{"id":5748,"date":"2016-03-08T11:37:58","date_gmt":"2016-03-08T11:37:58","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/?p=5748"},"modified":"2025-07-07T08:42:40","modified_gmt":"2025-07-07T08:42:40","slug":"5-things-to-beware-of-when-selecting-an-itsm-tool","status":"publish","type":"post","link":"https:\/\/advisera.com\/20000academy\/blog\/2016\/03\/08\/5-things-to-beware-of-when-selecting-an-itsm-tool\/","title":{"rendered":"5 things to beware of when selecting an ITSM tool"},"content":{"rendered":"

ITIL<\/a>\u00a0or ISO 20000<\/a>\u00a0implementation, as such, brings many changes inside the company \u2013 organizational and cultural, as well as process based. You can also consider it as a kind of test \u2013 for the maturity of your organization, your own capabilities, and your colleagues. But, there is one thing that could help you during the implementation and, particularly, once ITIL\/ISO 20000 implementation finishes: an IT Service Management (ITSM) tool.<\/p>\n

Let\u2019s be clear \u2013 it\u2019s not easy to buy any tool. An ITSM tool is no exception \u2013 quite the contrary. To have an idea is a great start, but once the implementation of the ITSM tool begins \u2013 it\u2019s headache time. Let\u2019s see a few pitfalls that may be ahead of you.<\/p>\n

By the way, if you want to learn more about the ITIL implementation, read the article Ready, steady\u2026 go \u2013 Starting ITIL implementation<\/a>, and if you need more information about the ITSM tools, read the article Free tools for ITSM \u2013 supporting IT Service Management for zero tool cost<\/a>.<\/p>\n

Careful. It\u2019s not that simple.<\/strong><\/h2>\n

Correct, choosing the right ITSM tool is not simple. There are many things you have to consider, and that could go wrong. Here are some of the most common issues:<\/p>\n

A clear vision is missing<\/strong> \u2013 ask yourself a few questions before you start the implementation initiative<\/em> (in this phase \u2013 it\u2019s still not an ITSM tool implementation project<\/em>):<\/p>\n

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  • Why do we want to implement a tool? (And, don\u2019t forget the saying: \u201cA fool with a tool is still a fool.\u201d)<\/li>\n
  • What for \u2013 i.e., what do we want to achieve with the implementation?<\/li>\n
  • Who \u2013 i.e., who should be included (and why)?<\/li>\n
  • What do we include? Here we talk about the scope of the implementation.<\/li>\n<\/ul>\n

    Actually, a clear vision should make the distinction between the \u201cHow\u201d (the technical details we like to focus on) and the \u201cWhy\u201d (why do you want to do that, which is more important in the beginning). In order to define the scope correctly you have to know how your organization really works, have an overview of all needed inputs, and define the activities and outcomes you want to achieve.
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