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Ranking ITSM tools by customer satisfaction

We are introducing a new directory for ITSM tools called Tools Advisor. The aim is to build a definitive industry directory of ITSM tools in one place to help prospective buyers with tool selection. We’ve begun our directory with a review of 14 different ITSM tools. See www.toolsadvisor.net Write a review Do you agree with our rankings? As well as our own independent reviews of tools, we also... 

The "Fantasy" ITSM team

Who would be in your fantasy ITSM implementation team? After years of experience deploying ITSM solutions in a variety of customers,  and in the midst of a major soccer tournament here in Europe which brings out the managerial expert in football-watching folk, I found myself musing on what would be my “Fantasy” ITSM team. What is that seemingly mythical combination of team members that... 

A Great Free ITSM & ITAM Process Tool (via #Back2ITSM)

Cognizant Process Model This is a very cool online tool for anyone in ITAM or ITSM. COGNIZANT PROCESS MODEL This great resource was kindly shared by Shane Carlson of Cognizant. Shane is a founding member of the #Back2ITSM community, whereby ITSM professionals are encouraged to share their expertise for the benefit of others (and therefore develop the industry). The process model includes the following... 

The ITSM Tool Pricing Ouch-O-Meter

Click to Enlarge One thing that has surprised me during my initial exploration of ITSM tools is the simplicity of some SaaS based pricing models. Software licensing options offer vendors the ability to flex their competitive muscles, adapt their solutions to different customers and maximize revenue. Microsoft is particularly good at this, if you are a left-handed student living in Outer Mongolia –... 

5 Steps to Building a Tool Selection Scorecard

At the SDI event I attended last week, Ken Goff gave a compelling talk on tool selection. This is not a new concept and I’m sure many readers would have used similar methodologies, nonetheless the credit for this article goes to Ken and SDI. In this article I aim to provide an overview of Ken’s logic. The goal is to build a decision matrix for tool selection that is closely aligned to your requirements.... 

Product Group Tests

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