Assessment Criteria: Outside IT Product Review

In March of this year, we will be kicking off our product review dedicated to “Outside IT”, which will take a look at the use of ITSM technology outside the IT department.

lego

Overview

The aim of this review is to showcase best of breed ITSM software in use outside the IT department, highlight key competitive differentiators and provide readers of The ITSM Review with impartial market intelligence to enable informed purchasing decisions.

Previously published product reviews include:

Also coming soon: Proactive Problem Management.

Assessment Criteria 

The aim of the review is to support prospective buyers with their selection process by providing features to consider when selecting ITSM systems and highlighting key competitive differentiators between suppliers.

Outside IT – How can service management software, traditionally used to underpin the IT service desk, be applied to other area of the business to streamline operations and deliver more efficient services?

Main topics areas

  • How can new systems be built outside IT?
  • What expertise is required, what templates or processes are required?
  • How do end users / customers interact with the system?
  • How can engagement / interaction with customers be customized?
  • How are systems maintained – especially for non-IT users?

Solutions that do not include all of the criteria above will not necessarily score badly – the criteria simply define the scope of areas will be covered. The goal is to highlight strengths and identify differences, whilst placing every vendor in the best light possible. 

Please note: The assessment criteria are just a starting point; they tend to flux and evolve as we delve into solutions and discover unique features and leading edge innovation. Identifying key competitive differentiators is a higher priority than the assessment criteria.

Confirmed participants

Vendors who wish to participate in this Outside IT product review should contact us directly. We also welcome feedback from readers on their experience with their use of ITSM tools outside IT (although this feedback will not directly impact this review).

Image Credit

Integrating IT management data to support ITSM

Integrating IT management plumbing to support ITSM processes
Integrating IT management plumbing to support ITSM processes

With my Incident and Problem Management focussed review completed, I am now turning my attention to my next review project: Integration tools that compliment ITSM.

Integration Tools complementing ITSM

One of the key elements of delivering quality service to an organisation is to ensure that teams have relevant information to hand, to assist in having a clear understanding of the situation.

But even the most inclusive IT Service Management Tools offer integration to complementary tools to make end-to-end management achievable.

Whether it be speeding up implementations by cleaning up the original data needed to set up the system in the first place, to incorporporating Systems Management data, we want to take a look at the supporting products that help us manage IT and business services end to end.

What are we looking for?

  • Pre-Deployment Set-up – User data, location data, HR information (managers, budget centres)
  • Integrations to Asset and Configuration information – A lot of the main ITSM vendors offer integration connectors to pull in the “meat” of the ITSM sandwich
  • Event Management – Alerts are generated for anything and everything in a managed estate, but how is the wheat sorted from the chaff so that only the vital, service-affecting information gets through?
  • Support Services – Remote Control, Communications Platforms during Major Incidents and Support Chats etc.
  • Resource Management – Integration with Email/Schedules of support staff workload scheduling and management of projects within the ITSM tool
  • Any other useful data that supports ITSM

Why do we care?

Whilst it would be lovely to think that there could be “one ring to rule them all”, the reality is that as comprehensive as ITSM suites are becoming, they are likely to be deployed into environments that will require an element however small of integration.

This may be something as simple as connecting to Active Directory to pull user data and related location and organisational information in, to taking an asset baseline, to start the journey into Change and Configuration Management.

All of these require some form of data integration – the easier the better.

But companies on the periphery of the suites are recognising that there is an area for innovation and providing enhancement to that service, for example reducing time to initially deploy, or being able to take over a machine as part of the problem determination actions in an incident record, and logging all that information in the record.

Think of it as the backing singers to the main act, or the instrumental solo – the supporting tools that help drive the overall efficiency of an IT Service Management solution for a business.

If you offer technology in this area and would like to participate in our next review please contact us.

Image Credit

Coming Soon: Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink Slog it out

Incident and Problem Product Review
Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink slog it out for our Incident and Problem Management review

Axios, BMC, Cherwell, NetSupport, TOPdesk and Nexthink are confirmed participants for our upcoming ‘Incident and Problem Management’ review.

Our assessment Criteria at a Glance:

  • Logging & Categorization
  • Tracking
  • Lifecycle Tracking
  • Prioritisation
  • Escalations
  • Major Incidents and Problems
  • Incident and Problem Models
  • Incident and Problem Closure

Full details of the assessment criteria can be found here.

Reviewer: Ros Satar 

Confirmed Participants:

All results will be published free of charge without registration on The ITSM Review. You may wish to subscribe to the ITSM Review newsletter (top right of this page) or follow us on Twitter to receive a notification when it is published.