Top 10 Criteria for Choosing a Next-Gen ITSM Platform


Selecting a new IT service management (ITSM) tool has never been a straightforward process. With dozens of options ranging from basic ticketing functionality to complex enterprise suites, it’s easy to get bogged down in the fast-growing list of requirements, conflicting stakeholder views, and endless vendor demos and pitches.

Written by industry expert and analyst Stephen Mann, this evaluation guide lays out the 10 most important criteria when it comes to evaluation and choosing the right ITSM platform for your business. Here, you’ll get the pragmatic insights and intel for evaluating:

      • ITSM “table stakes”
      • Alignment with best practice framework
      • Ease of configuration and use
      • Total cost of ownership (TCO)

With a solid plan and clear-cut evaluation metrics in place, it’s easy to find and activate the right ITSM solution for your business.


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