Your ITSM purchasing guide for your path to growth
Our "ITSM Buyer's Guide" helps IT managers to find the right IT enterprise service management solution for their company.
"...and the best? Evaluate with our independent consulting approach, the best manufacturers, with only one contact person"
Real insights summarized from 25 years of consulting. Our Buyers Guide for your success.
Further details can be found in the articles below and of course in the complete Buyers Guide as a PDF.
Our Buyer's Guide will help you with this!
Which ITSM solution is right for you?
ITSM alternatives and providers, choose correctly
How to find the right service provider
Why it is important to draw up a business plan before investing
The differences between ITSM, ESM and ITOM explained
7 steps to convince managers to invest in an ITSM solution
How to find the right ITSM license for your company
Calculate the return on investment for your ITSM solution
Setting the right requirements for IT service providers
We have helped many companies to implement the right ITSM solution. We have developed this guide to help you choose the right IT service management and enterprise service management solution for your organization before you invest.
THE DIFFERENCES BETWEEN ITSM, ESM AND ITOM EXPLAINED.
In this video I would like to explain the differences between IT Service Management, Enterprise Service Management and IT Operations Management
EXPLANATION
HERE I EXPLAIN THE DIFFERENCES BETWEEN IT SERVICE MANAGEMENT, ENTERPRISE SERVICE MANAGEMENT AND IT OPERATIONS MANAGEMENT.
In addition, I would like to Show added valueas they were up to Save € 192,000 how they can better retain their employees, how they can automate routine tasks and how they can much more efficient through automation and workflows in your IT and work in business.
IT service management is responsible for controlling all the necessary processes in IT for operations. Good systems are certified according to the ITIL 4 principle. IT Operation Management is the area in which we do everything we can to manage IT operations.
This includes monitoring, monitoring of infrastructure systems, monitoring of applications, the availability and performance of these, or the distribution of software. How do you get a new antivirus package onto all the clients or servers in your company?
EMPLOYEE RETENTION AND CUSTOMER LOYALTY
THE ADDED VALUE IN CONNECTION WITH ESM
The added value that ESM offers them is employee retention and customer loyalty. The automation of standard tasks can free up to 40 % of your employees' resources, which they can use for other activities. Likewise, the automation of various problem cases means that customer inquiries are processed and resolved more quickly.
This also increases customer loyalty and satisfaction. In summary, ITSM is used to manage IT operating processes. ITSM is a part of ESM. ESM is used to manage the processes that go beyond IT, including the processes and, of course, the service. ITOM is used to manage all processes and procedures in IT. ITOM also includes IT service management.
AUTOMATION
AUTOMATE STANDARD TASKS ERROR-FREE WITH ITSM AND ESM.
Automation enables standard tasks to be completed without errors. Of course, IT operations management also includes analyses, reporting and, of course, contract management and, last but not least, processes.
Accordingly, ITSM and ESM are also part of IT operations management, while enterprise service management is everything that goes beyond IT. Examples of this include HR management, facility management, any onboarding processes or even the self-service portal for employees or customers.
SIMPLY CONVINCE BUDGET MANAGERS
SEVEN STEPS TO HELP THEM INVEST IN AN ITSM/ESM SOLUTION.
This second video out of five, from the series IT Service Management and Enterprise Service Management for IT decision-makers, shows you in seven steps how you can convince your decision-makers to invest in an ITSM/ESM solution.
TIPS
HOW CAN YOU CONVINCE YOUR BUDGET MANAGER TO INTRODUCE A NEW IT SERVICE MANAGEMENT OR ENTERPRISE MANAGEMENT TOOL OR TO REPLACE AN EXISTING ONE?
In the previous videos, we discussed everything you need to know to select a suitable ITSM tool and provider.
These simple steps for creating a business case will lead you to success.
Describe your current situation.
What are the problems you want to solve with it?
Is it the downtime that is holding up your customers or, on the other hand, the routine tasks that are tying up your employees?
Summarize the productivity gains for your company, customers and suppliers.
Ticket system.
A company with 3000 employees has approx. 7000 tickets per month at a cost of €25 per ticket. So you quickly have costs of €175,000 per month. If you can save a third of this, you will have saved €58,000 per month.
1Create surveys with stakeholders, your employees, your customers and your suppliers.
They are best placed to tell you which processes are working and which are not. Your suppliers can tell you why parts are being delivered too late for field service, for example. For your employees, it could be the failures of internal systems or software systems. And for your customers, it may be that support cases are taking far too long because the information is simply not being routed to the right place internally.
Outline gains from your process improvements.
For example, minus 20 % for the causes of change. Or a total of 40 % more success in change implementation. Show the cost savings that can be achieved with the ITSM system.
Financial analysis and budget application.
In the financial analysis, we compile all the information from the first six points and ultimately calculate the benefits for the budget manager and apply for the budget for the project.
IT SERVICE MANAGEMENT SOLUTIONS - HOW TO FIND THE RIGHT LICENSE
CHOOSING THE RIGHT ITSM LICENSE TYPE DOES NOT HAVE TO BE DIFFICULT.
This third video of five, from the series IT Service Management and Enterprise Service Management for IT Decision Makers, explains the two different license approaches. Seamless integration with ready-made templates, with the fastest project implementation.
IT SERVICE MANAGEMENT AND ENTERPRISE SERVICE MANAGEMENT LICENSE APPROACHES
TODAY I PRESENT TO YOU TWO LICENSING APPROACHES THAT MEET ALL YOUR NEEDS, ARE FUTURE-PROOF AND RISK-FREE WHEN IT COMES TO PROCURING AN IT SERVICE MANAGEMENT OR ENTERPRISE SERVICE MANAGEMENT SOLUTION.
The first approach is a license for ITSM, ESM and IT Operations Management.
The advantage here is seamless integration, rapid market launch, cloud on-premise and private cloud capability, 17 ready-made processes in accordance with ITIL V4, first certification on the market for the finance process.
With the second approach, you can decide individually which licenses and processes are important to you in your company.
You have individual integration options and can decide exactly what you need. Here, too, you have the option of using the cloud on-premise or the private cloud.
HOW TO CALCULATE THE RETURN ON INVESTMENT.
This fourth video of five, from the IT Service Management and Enterprise Service Management for IT Decision Makers series, shows how to calculate the return on investment for your ITSM/ESM solution.
ROI CALCULATION FOR YOUR IT SERVICE MANAGEMENT AND ENTERPRISE SERVICE MANAGEMENT TOOL
ITSM SERVICE MANAGEMENT AND ENTERPRISE SERVICE MANAGEMENT. AT WHAT POINT DO THE COSTS OF THE INVESTMENT COVER THEMSELVES?
Today I would like to talk to you about the return on investment.
The return on investment describes for you when the costs and the potential savings cover each other.
In the first calculation for the return on investment, the total costs are considered, the so-called total cost of ownership.
Here it is important that we include all costs.
The licenses, the internal operation, the employees who operate the system, or even the processes that need to be adapted. Documents, any operation, any expenditure for this area.
In the second part of the return on investment, we need the potential savings. So what benefit, what added value do we have for your company?
Let me give you an example.
According to global standards, a company with 3,000 employees requires around 7,000 tickets per month to be opened in the helpdesk.
In the internal calculation, a ticket costs €25 to €100, depending on the severity of the incident.
That makes a total of 7000 tickets times €25.
This brings us to a total cost of around €175,000 per month, which you spend in your company.
If we proceed cautiously according to global standards and studies, we can save up to a third.
This can save you up to €58,000 in costs.
Now we have the costs in the first calculation and the benefits, added value and savings in the second calculation.
And as soon as these are congruent, we speak of the return on investment.
Be honest in your calculations.
IT Service Management and Enterprise Service Management are the perfect tools for making savings across the entire company.
Accordingly, ITSM and ESM are also part of IT operations management, while enterprise service management is everything that goes beyond IT. Examples of this include HR management, facility management, any onboarding processes or even the self-service portal for employees or customers.
IT SERVICE MANAGEMENT - HOW TO MAKE THE RIGHT DEMANDS ON YOUR SERVICE PROVIDER.
The fifth and final video in the series IT Service Management and Enterprise Service Management for IT Decision Makers explains what you need to look out for when choosing the right ITSM service provider.
TODAY WE'RE TALKING ABOUT HOW TO MAKE THE RIGHT DEMANDS ON YOUR IT SERVICE MANAGEMENT PROVIDER.
Choose an experienced provider.
1. with a large customer stand.
2. look at their references.
3. look for references.
4. get the telephone number and contact details of the reference customers. Give them a call. Talk to the customer about how you saw the introduction with this manufacturer.
5. look at which partners have worked with you.
6. look at all the benefits that the partner can tell you.
7. also ask about the weaknesses he or she has identified in the project.
8. see what certifications the service provider has. For example, ITIL 4 certified. Or Pink Verify ITIL 4 certified.
9. also look at the size of the customer stand at the service provider.
10. to his references.
11. which customers does he serve?
12. which industries are served?
TODAY WE'RE TALKING ABOUT HOW TO MAKE THE RIGHT DEMANDS ON YOUR IT SERVICE MANAGEMENT PROVIDER.
ANOTHER IMPORTANT POINT IS THE LOCAL SUPPORT FROM YOUR PROVIDER.
1. does he do it himself? 5. can speak to you in your own language?
2. are they local resources in each region?
3. or are they ultimately European or international resources? Accordingly, it depends on how fast the resources are with you?
4. can the service provider provide direct support?
5. can speak to you in your own language?
6. or are there local partners who can do this? Partners are often the better choice for you. Partners often go the extra mile.
The introduction of an IT service management tool is one thing. But after the introduction, the tool must also be operationalized.
This means you have to integrate it into the company processes.
You need to train your employees.
You need to promote its use.
There are a large number of providers on the market for IT service management and enterprise service management tools. However, it is important that you look at which standard processes according to EITL are already available in the tool.
There are IT service management tool providers who have not ultimately mapped any processes and give you the choice of how you want to map them.
However, if you already have standard processes in the tool, you can start using the system from one day to the next and can then adapt the service design at runtime to align it with your requirements.
What is No Coding in ITSM?
No coding is a hype that has emerged in recent years. The point was that in the past, adjustments and process optimizations to our company, to your company, always had to be carried out in a very, very complex way by external consultants and developers. No Coding itself offers you the possibility to optimize things yourself using objects in the tool simply by clicking and dropping and descriptions.
When selecting each provider, also pay attention to the value culture. Does the provider just want to make a quick buck from you or are they genuinely interested in finding a solution for you?
We go into more detail on the points just mentioned and much more in our e-book. You can download it after a short registration via the link below.
Once again, our five videos summarized for you:
1. IT Service Management - The differences between ITSM, ESM and TIOM explained.
2. simply convince budget managers - in seven steps - so that they invest in an ITSM/ESM solution.
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35 pages of expertise
This e-book will help you to introduce the right IT Service Management & Enterprise Service Management solution in your company.
35 pages of concentrated knowledge so that you don't make the wrong decision when choosing your ITSM & ESM solution.
Get a head start and learn how to choose the right IT service management and enterprise service management solution for your organization before you invest.
PROFESSIONAL ADVICE
IT service management with ITSM purchasing advice
Do you need professional advice on planning and implementing your IT service management?
The e-book "ITSM & ESM Buyer's Guide" will help you make the right choice.
THIS INFORMATION WILL HELP YOU
Save time with our ITSM purchasing advice
Does your company need an IT service management tool?
Then you should read our e-book.
Here you will find Information that will help you can the right IT Service Management & Enterprise Service Management solution for your company.
André Tröger - CEO
TRÖGER IT BUSINESS CONSULTING
"Choosing the right ITSM tool doesn't have to be difficult.
Make it easy for yourself with our E-Book "ITSM BUYING ADVICE".
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