ITSM is not only getting more human with every passing day, it’s also getting more and more existential.
After years of wallowing in features and functions, the fundamental underlying philosophy that drives an ITSM company’s products is once again both crucially important and differentiating.
Do you prefer the legacy, tops-down, constricted approach to ITSM as exemplified by Service-Now, or do the words “life, liberty and the pursuit of happiness” stir your heart and mind and make you wish that your IT was like MyIT?
The facts are that the ITSM choice you make is not just about product features and functions. More and more, your choice will determine the future of your business, your IT organization, and your employees.
Given this, it seems important than ever for everyone to get the facts.
Here are "20 Questions" for your ITSM vendor that Chris Dancy put together. They seem right and fair for any customer to ask any ITSM vendor – be they Service-Now, CA, HP, IBM or BMC.
- Does your ITSM vendor try to solve bigger issues for you, or do they just work on the small ones?
- Does your vendor just “speak IT,” or do they really grasp how ITSM actually accelerates business productivity and employee satisfaction?
- Is their perspective fundamentally inside-out, or outside-in?
- What leadership can your ITSM vendor demonstrate in the area of tools? What are your ITSM vendor’s major technical contributions?
- What are your ITSM vendor’s priorities? Just cashing your checks, or are they making you and your company a success?
- Re #5, has your ITSM vendor made “customer success” a defined role?
- Is your ITSM vendor’s culture and business model sustainable? Why?
- There’s a lot more to talk about than SaaS. What leadership has your ITSM vendor displayed in addressing the bigger questions?
- Can a platform that only updates annually stay on top of your needs?
- How does your ITSM vendor support you from a development standpoint?
- How many different ways can you do business with your ITSM vendor?
- Is your ITSM vendor already a global citizen, or are they just learning about what the rest of the world needs?
- Does your ITSM vendor offer you multi-channel product support, or do they force you in their proprietary channel?
- Is your ITSM solution as smart as the device you run it on?
- Has your ITSM vendor charted a strong, viable, thoughtful course to support the consumerization of ITSM?
- Does your ITSM vendor have any products that substantiate their thinking around consumerization?
- Is your ITSM vendor delivering cutting-edge products designed to reduce traditional ITSM demand inside your company, or do they just want to sell you more licenses as your company grows?
- Is your ITSM vendor a “one-trick pony” product-wise, or can it help you solve bigger IT issues?
- What sort of availability or uptime does your ITSM vendor deliver?
- Do most of your ITSM vendor’s customers stick around, or are they always testing the waters with other vendors?
If you’d like to get into these questions in more depth, be on the lookout for a Google Hangout in the next couple of weeks. We’ll get Jen “Inner” Brenner to host Chris Dancy, Jason Frye, myself, perhaps an analyst, and one or two more folks – maybe even a normal corporate employee to talk about what it’s like from their end, why these questions are so important, and why they want change to come to ITSM.