{"id":19498,"date":"2021-11-29T13:47:03","date_gmt":"2021-11-29T13:47:03","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19498"},"modified":"2025-05-29T10:05:23","modified_gmt":"2025-05-29T09:05:23","slug":"finding-itsm-vendor","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/finding-itsm-vendor\/","title":{"rendered":"Finding the right ITSM vendor: 5 questions to ask when shortlisting solutions"},"content":{"rendered":"

If\u00a0the people in your\u00a0IT department can\u2019t catch up with all the incoming calls, can\u2019t share knowledge efficiently<\/a>,\u00a0or\u00a0are\u00a0stuck\u00a0working\u00a0with an old piece of software that\u2019s not user-friendly,\u00a0it might be\u00a0time to find an ITSM solution<\/a> that takes away the pressure. At this point in your search, you may have already shortlisted a few vendors and are well underway with your ITSM business case<\/a>, but where do you go from here?<\/p>\n

Five key questions to ask yourself when comparing ITSM software vendors<\/h2>\n

It makes sense to\u00a0compare the features and functions that modern tools bring.\u00a0But getting a new ITSM solution is about much more than just software. When you implement a new tool, you\u2019re effectively entering a partnership, so choosing the right vendor is essential.<\/p>\n

1. How do they handle implementations?<\/h3>\n

Find out how your prospective vendors help their customers get started with the new tool. Do they outsource ITSM implementations<\/a> to consultancy firms? Or do they hire in-house specialists to help you take your first steps? We\u2019d suggest opting for the latter.<\/p>\n

We\u2019ve learned that nobody knows more about helping customers get the most out of an ITSM solution than the people who work with it every day. That\u2019s why we never outsource our implementations to third parties.<\/p>\n

TOPdesk consultants<\/a> help customers determine their needs, work with them to configure and optimize the software, and train teams to make their service delivery a success. This also helps keep implementation times short, since the aim is to get customers up and running as quickly as possible, not to build up consultancy hours.<\/p>\n

2. What kinds of training do they offer?<\/h3>\n

Once you\u2019ve implemented your new tool, your colleagues and customers need to feel empowered enough to use it. Choosing a vendor that provides trainings and webinars is a great way to help them become self-reliant. Now is also the time to think about your team\u2019s specific training needs: Do they just need to know the basics to get started? Maybe they could do with a crash course in knowledge management? Or even something more in-depth, like our\u00a0user and application manager training?<\/a><\/p>\n

Browse through the trainings and extra content offered by each vendor and determine whether they will help your organization get the most out of the new tool.<\/p>\n

3. Do they offer\u00a0in-house\u00a0support?<\/h3>\n

Even the most self-reliant service teams need a helping hand sometimes. That\u2019s why it\u2019s important to investigate which kinds of support each vendor can offer you once you\u2019ve got the tool up and running. Finding a vendor with local, in-house support agents is a great way to ensure that your team receives personalized help from people who know the software inside and out.<\/p>\n

For our part, we\u2019re very proud of our friendly, knowledgeable support agents, who are always ready to go the extra mile to solve a problem. In fact,\u00a0our customers<\/a> tell us it\u2019s one of the best things about working with us.<\/p>\n

4. Does their company culture match yours?<\/h3>\n

It might sound obvious, but tools are made for people, by people. And the people who create and run your new tool are inevitably going to have an impact on the solution itself. So, don\u2019t underestimate the importance of company culture<\/a> when considering an ITSM vendor. Ask yourself: What are their employees like? Do their values match yours?<\/p>\n

At\u00a0TOPdesk, we find that our most successful partnerships<\/a> are built with organizations who also place an emphasis on freedom, trust, and responsibility. Part of our promise to our customers is that we\u2019ll be honest and straightforward about what we can offer and what you can achieve \u2013 even if it means occasionally saying \u2018no\u2019 to companies who aren\u2019t the best fit.<\/p>\n

5. Are they committed to innovation?<\/h3>\n

An ITSM solution should be an investment for the future, not just a quick fix. While a tool\u2019s features and functions might be perfect for where your organization is at right now, it\u2019s important to pick a vendor that wants to grow with you.<\/p>\n

Now is the time to look ahead: Are they committed to innovation? Do they invest time and resources into\u00a0expanding their software\u2019s capabilities to meet their customers\u2019 needs? Product roadmaps can be a helpful indicator of whether an ITSM vendor is ready for a long-term commitment with your organization.<\/p>\n

Based on input from our customers, we\u2019ve spent the last year strengthening our platform\u2019s mobile offering, asset management capabilities, and overall ecosystem. And we\u2019ve got a lot more planned.
\nFor a detailed comparison of different ITSM solutions, you can read our new blog comparing ITSM tools ServiceNow vs. TOPdesk here<\/a>.<\/p>\n

Want more tips and tricks on navigating your search for an ITSM solution?<\/h4>\n

Hopefully, you now have a clearer picture of what goes into a great ITSM partnership. Finding the best supplier for your organization can be a challenge. But, if you bear these 5 questions in mind when shortlisting, you\u2019ll be able to quickly separate the stopgap solutions from the potential business partners.<\/p>\n

Want to know more about ITSM solutions? Check out our handy Buyer\u2019s Guide<\/a>, which covers every step of the process, from how to create the perfect business case to making that final selection.<\/p>\n","protected":false},"excerpt":{"rendered":"

If\u00a0the people in your\u00a0IT department can\u2019t catch up with all the incoming calls, can\u2019t share knowledge efficiently,\u00a0or\u00a0are\u00a0stuck\u00a0working\u00a0with an old piece of software that\u2019s not user-friendly,\u00a0it might be\u00a0time to find an ITSM solution that takes away the pressure. At this point in your search, you may have already shortlisted a few vendors and are well underway<\/p>\n","protected":false},"author":1,"featured_media":41442,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-19498","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28128,"blog_hubspot_cta_link":{"title":"Download Buyer's Guide","url":"https:\/\/www.topdesk.com\/en\/e-books\/buyers-guide\/ ","target":""},"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nHow to Find the Right ITSM Vendor: Questions to Ask<\/title>\n<meta name=\"description\" content=\"Discover essential questions to ask ITSM software vendors. 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