ITSM tool selection
Selection process for an ITSM tool at a trading company operating internationally
Abstract
A selection decision for a new ITSM tool is to be made within a 3-month period and preparations are made for its procurement.
Initial situation and problem definition
Trading company operating internationally with > 40,000 employees, approx. 25,000 devices (server and client)
Central service provider for helpdesk, IT commodity services and company-specific services
Vendor support for ITSM tool currently in use (HP ServiceCenter) ends
No functional test or development systems, at the same time technical problems in the production system
Migration not possible due to high level of customization
Objectives, project scope and benefits
Selection of suitable ITSM tools by a fixed deadline
Procurement to be carried out in the current fiscal year
Establishment of a backup system following selection process
Short-term replacement of the old system
Procedure
Creation of list of criteria and determination of quantities and interfaces
Tool selected after multi-stage bidding process: (1) market screening, (2) product screening, (3) bid and presentation of project process by two potential vendors, (4) obtain best and final offer (5) vendor decision (6) negotiation of contract details.
Review and approval of contract by central legal department
Results achieved and outlook
Vendor selected, licenses procured, standard implementation assigned
Negotiated license volume: approx. 230,000 Euro with 220 concurrent users
Outlook: Implementation of standard product as backup system, configuration via workshops