How Do I Go about Selecting an IT Service Management Tool for My IT Organization?

PinkSELECT helps you answer that question.

The goal of PinkSELECT is to support an IT organization by providing an objective, vendor-neutral, and cost-effective methodology. In addition, it offers a set of templates for conducting a tool selection process while leveraging Pink’s vast industry experience that covers more than 40 years.

A service offered to IT organizations, PinkSELECT comprises a tool kit made up of many components used to evaluate and assess the IT service management tools deemed to be compatible with specific ITIL® processes, using a systematic approach of mandatory and customized criteria.

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Two Options for PinkSELECT

IT organizations can choose the service described on this page, which includes the involvement and assistance of an experienced consultant.

Or, choose the do-it-all-yourself option, which is offered as a Smart Kit. The Smart Kit is an off-the-shelf online product that includes how-to documents, templates and much more.

The remainder of this page describes the full-service consulting option.


PinkSELECT will not only find the best match for organizations by providing an end-to-end tool selection process, but will also customize it to best meet the organization’s needs. This will save time and money by decreasing the timeline to determine a tool of choice, as well as freeing people resources so they can be best utilized elsewhere. A further return-on-investment is created by finding a tool more quickly and ensuring it is aligned to meet the goals and objectives of the business. In addition, an organization will be able to leverage Pink Elephant’s vast knowledge of numerous vendors and their offerings from across the globe.

With the right IT service management tool in place, long-term benefits to be gained are cost savings and increased productivity, which in turn can lead to an increase in the quality of IT service provision.

Pink Elephant works through the development of the request for proposal (RFP), provides an analysis and a tool scoring grid, and produces written reviews on RFP responses that are based on extensive ITIL expertise. This is accomplished by using thousands of documented and detailed criteria for the following areas:

  • Portfolio Management
  • Service Financial Management
  • Knowledge Management
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity & Performance Management
  • Service Continuity Management
  • Monitoring & Event Management
  • Incident Management
  • Service Request Management
  • Problem Management
  • Release Management
  • Change Enablement
  • Service Configuration Management
  • IT Asset Management
  • Deployment Management

By using this established process and a PinkSELECT tool kit containing all necessary forms, templates, and process definitions, an organization can make an informed and accurate decision and measurably decrease the time and cost required to select a service management tool without foregoing quality.

PinkSELECT Approach

The following is a sample list of best practice requirements that organizations should consider when evaluating the functional abilities of an IT service management tool. Pink Elephant has incorporated these requirements into PinkSELECT’s RFP documentation:

A careful evaluation of tool requirements has been performed before selection All the mandatory and desirable functional tool requirements are based on a defined IT process:

  • All mandatory requirements covered
  • The tool provides a minimum of 80% compliance for all operational requirements
  • The tool does not require extensive product customization
  • The tool supports the required ITIL processes
  • The tool satisfies current and future business requirements
  • The tool provides the required interfaces with systems management tools
  • The tool provides the required interfaces with business processes such as HR, financial, and research and development