ITSM toolset RFPs (or RFTs, RFQs, RFIs – whatever you call them in your organisation) are painful. They drag on for too long and require a lot of effort and you still end up with a vendor/tool combo that doesn’t meet your needs, or that costs you more than you budgeted for. And then what happens? IT limps on, hamstrung by workarounds and compromises and, before you know it, you’re back to the drawing board repeating the whole painful process.
Having spent over a decade helping organisations evaluate new ITSM toolsets, here’s my list of the ten most common pitfalls. Avoid these and you’ll greatly improve your chances of ending up with a solution that’s right for you: