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.
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:
- Change, Configuration and Release
- Knowledge Management
- Service Catalogue
- Incident and Problem
- Request Fulfilment
Also coming soon: Proactive Problem Management.
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.
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).