A HOW"TO GUIDE

IT Service Management
Choosing the right solution
Table of Contents
Applying the Right Lens .........................................................................................3
Using this Guide: Three Simple Steps................................................................4
Chapter 1: Starting from Scratch ........................................................................6
Chapter 2: Upgrading your current solution ................................................ 15
Chapter 3: Consolidating multiple help desks ............................................. 21
Chapter 4: Managing mature, super-complex environments ................. 29
Chapter 5: Supporting the cloud....................................................................... 40
Applying the Right Lens
HOW

It has been said that when it comes to choice, more is less. BH@KKX@LHC@ATRHMDRRBKHL@SDSG@SDWODBSR(3SNCDKHUDQLNQD Our How-To Guide will help
That is, when confronted with too many choices, many of us CDROHSDRGQHMJHMFATCFDSR you identify where you are
MCHSCHBTKSSNL@JDDDBSHUDCDBHRHNMR (EXNT@QDHMSGD in the process, summarize
2NVGDQDCNXNTADFHM!DENQDXNTRS@QSKNNJHMF@SSNNKRXNT
SGQNDRNEDU@KT@SHMF(32DQUHBD,@M@FDLDMS(32,RNKTSHNMR the key factors to consider
MDDCSNL@JDRTQDXNTETKKXTMCDQRS@MCVG@SRCQHUHMFXNTQ
XNTB@MOQNA@AKXQDK@SDSNSGHRRDMSHLDMS PTHBJ&NNFKDt in your evaluation, and
MDDCENQ@M(32,RNKTSHNM@MCVG@SXNTQDWODBS@SHNMR@QDENQ
RD@QBGNE(32,RNKTSHNMRQDRTKSRHMGTMCQDCRNEONRRHAHKHSHDRm introduce you to insights
SGDRXRSDL OOKXSGDQHFGSKDMR@MCXNTB@MENBTRNMSGD
DUDQXSGHMFEQNLRS@MC@KNMDSNNKRSG@SRTOONQSRHMFKD from the real experts
selection criteria unique to your situation.
OQNBDRRDR@MCHMSDFQ@SDC@OOKHB@SHNMRTHSDRSN2@@2@MC our customers.
NMOQDLHRDRNKTSHNMR (SRD@RXSNEDDKNUDQVGDKLDCDROD

Choosing the Right ITSM Solution 3

Using this Guide:
Three Simple Steps
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2SDO1: Identify A@RDCNMVGDQD@MNQF@MHY@SHNMLHFGSADHMSGD(32,OQNBDRR #DBHCDVGHBG
OQNKDADRSCDRBQHADRXNTQNQF@MHY@SHNM@MCOQNBDDCSNSG@SBG@OSDQ %DDKEQDDSNDWOKNQDSGDNSGDQBG@OSDQRSNN 6DUDO@BJDC
OKDMSXNEU@KT@AKDDWODQHDMBDHMSN@KKSGDRDO@FDRQDBNFMHYHMFSG@SSGDQDHRMS@NMDRHYDSR@KK@OOQN@BG

Chapter 1: We dont have Chapter 2: We have outgrown our Chapter 3: Were consolidating Chapter 4: Were managing Chapter 5: Were moving to
anything in place right now current solution multiple help desks into one a mature, super-complex IT the cloud
centralized function environment
6GDSGDQXNTQD@AQ@MCMDV .QF@MHY@SHNMRSG@SG@UDNTSFQNVM %NQLNRSNQF@MHY@SHNMRBG@MFDHR
3GDQD@QDRDUDQ@KQD@RNMRVGXXNT (EXNTQDVNQJHMFVHSGE@HQKXL@STQD
NQF@MHY@SHNMNQCDO@QSLDMSG@UD their current solutions will HMHSH@SDCAXDUNKUHMFATRHMDRR
LHFGSMDDCSNBDMSQ@KHYDCHRO@Q@SD (3OQ@BSHBDR@MCL@M@FHMF@
ADDMQDKXHMFNMQTCHLDMS@QXSNNKR QDBNFMHYDRDUDQ@KBNLLNMV@QMHMF CDL@MCR 3G@SLHFGSHMBKTCD@
GDKOCDRJR /DQG@ORXNTQNQF@MHY@ sophisticated IT infrastructure, you
D F ODMRO@ODQ@MCVGHSDAN@QCR RHFMR %NQDW@LOKDGDKOCDRJ BNQONQ@SDVHCDHMHSH@SHUDSNLNUD
SHNMHRHMSGDOQNBDRRNE@BPTHQHMF MDDCSNL@JDRTQDXNTQ(32,
NQITRSVDQDMSK@QFDDMNTFGSN DLOKNXDDR@QDCHRFQTMSKDC @KKRXRSDLR@MCRNV@QDSNSGD
CHUDRSHMFNQLDQFHMFNSGDQ RNKTSHNMHRJDDOHMFO@BD 'NVCN
ITRSHEXSGDMDDCENQ@M(32,RXRSDL L@M@FDLDMSG@RONNQUHRHAHKHSXNE BKNTC 4RT@KKXSGDRDCHQDBSHUDR
companies or lines of business. Or, XNTJMNVVGDMHSRSHLDENQ@
HMSGDO@RSXNTG@UDSGDKTWTQXNE employee performance, and the BNLDVHSGRODBHBO@Q@LDSDQR
XNTL@XG@UD@MDV"(. BG@MFD6DKKGDKOXNTVHSGSG@SHM
RS@QSHMFEQNLRBQ@SBGMNV system requires too much manual @QNTMCVG@SMDDCRSNLNUDVGDM
@SSGDGDKLHRRTHMFCHQDBSHUDR@ANTS this chapter.
DNQS 2NTMCE@LHKH@Q(ERNSGHR @MCSGD(32,SD@LHRHMSHL@SDKX
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chapter is for you. HMUNKUDC 3GDQDR@KNSSNBNMRHCDQ
SGDQD@RNMVDUDNTSKHMDCRDUDQ@K
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JDXE@BSNQRXNTKKMDDCSNBNMRHCDQ
CNMDNTQADRSSNGHFGKHFGSRNLDNE
SGDJDXHRRTDRGDQD

4 Choosing the Right ITSM Solution

 Using this Guide: Three Simple Steps

RXNTQD@CSGQNTFGXNTQBG@OSDQXNTKKAD@AKDSNEQ@LDXNTQ
2SDO5@KHC@SD DWODQHDMBD@F@HMRSNTQNARDQU@SHNMR@MCFTHCDKHMDR %@LHKH@QHYDXNTQRDKE
VHSGRNLDNESGDRTBBDRRE@BSNQRBQHSHB@KSNLNUHMFENQV@QC@MCKD@QM@ANTSSGD@OOKHB@SHNMOQNBDRRDRDRRDMSH@KSNTMCDQOHMMHMF
XNTQ(32,OQNBDRRDR 6DSGHMJSGHRVHKKGDKOBK@QHEXSGDBNMSDWSHMVGHBGXNTQDL@JHMFXNTQCDBHRHNM@MCOQNUHCDRNLDGDKOETK
ONHMSDQRVGDMHSBNLDRSHLDSNDU@KT@SDRNV@QD

QLDCVHSGMDVHMRHFGSRHMSNXNTQRHST@SHNM@MC@EQ@LDVNQJENQ
2SDO$U@KT@SD DU@KT@SHMFXNTQMDDCRXNTQDQD@CXSNADFHMDU@KT@SHMFSNNKR
6DUDOQNUHCDC@M@OOKHB@SHNMBGDBJKHRS@SSGDDMCNED@BGBG@OSDQ *DDOHSNMG@MCSNL@JDRTQDXNTQD@RRDRRHMFD@BGSNNK
TRHMFSGDR@LDBQHSDQH@

Choosing the Right ITSM Solution 5

Chapter 1: Starting
from Scratch
(EXNTQDMDVSNSGD(32,DWDQBHRDBNMRHCDQXNTQRDKEENQSTM@SD 8NTB@MDMSDQSGHROQNBDRREQDRG@MCTMDMBTLADQDCVHSGNTS
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NEXNTQBKD@MRK@SDSNATHKC@RSQ@SDFHBKNMFSDQLUHDVNEVG@SVNTKCL@JD@M(32,HLOKDLDMS@SHNMRTBBDRRETK

9OURRSTORDEROFBUSINESS3AA3OR OQNUHCDQCDKHUDQR@M@OOKHB@SHNMA@RDCNM@RHMFKDRDSNE 'NVCNXNTCDSDQLHMDVGHBGLNCDKHRQHFGSENQXNT

on-premise? BNLLNMBNCD@MCC@S@CDMHSHNMRVGHBG 8NTKKV@MSSNVDHFGRDUDQ@KE@BSNQR
HRBNMRTLDCHM@NMDSNL@MXLNCDKAX@KKBNMSQ@BSDC > Your business model
!DENQDXNTFDSSNNE@QCNVM@O@SGXNTKKMDDCSNCDBHCD
BTRSNLDQR@S@MXSHLD %TQSGDQ&@QSMDQRCDMHSHNM > 8NTQ@AHKHSXSNETMCTOEQNMSB@OHS@KHMUDRSLDMSR
VGHBGCDKHUDQXUDGHBKDHRQHFGSENQXNTQNQF@MHY@SHNM
BK@QHDRSG@S2@@2HROTQBG@RDCNM@O@XENQTRDA@RHRNQ UDQRTRNMFNHMFNODQ@SHNM@KDWODMRDR
RNV@QD@R@RDQUHBD2@@2NQNMOQDLHRD
as a subscription based on use metrics.
> The capabilities of your current IT infrastructure
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(MBNMSQ@RS@MNMOQDLHRDNQKHBDMRDCRNKTSHNMHR
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HMRS@KKDC@MCQTMNMSGDOQDLHRDRNESGDNQF@MHY@SHNM
OQNUHCDQR 2@@2CDKHUDQXQDPTHQDR@UDMCNQSNOQNUHCD
TRHMFSGDRNV@QD %TQSGDQSGDNQF@MHY@SHNMHRQDRONM > 3GDRB@KDNEXNTQNQF@MHY@SHNMRRNV@QDMDDCR
remote, outsourced access to the application, as well as
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L@HMSDM@MBD@MCTOFQ@CDRDQUHBDR 3GDHMEQ@RSQTBSTQD
@KKNVRBNLOKDSDBNMSQNKNUDQSGD@OOKHB@SHNMR@MC C@SDDUNKUHMFATRHMDRRMDDCR
@MC(3NODQ@SHNMRRTOONQSHMFSGD@OOKHB@SHNMRLTRS@KRN
related data. > 'NVLTBGBNMSQNKXNTKKV@MSNUDQ(3RXRSDLR
ADNTSRNTQBDCSNSGDUDMCNQNQ@MNSGDQOQNUHCDQ 3GD
NMRHSD
> (MSDFQ@SHNMVHSGSGHQCO@QSX@OOKHB@SHNMR

6 Choosing the Right ITSM Solution

 Chapter 1: Starting from Scratch

/UROPINION3AA3COULDBEAGOODT

While you may have limped along with a homegrown or manual

solution in the past, youre entering a new dimension by implementing *DX1D@RNMRSN"GNNRD2@@2
a formal ITSM solution. "G@MBDR@QDXNTKKG@UDLNQDSG@MDMNTFGSNITFFKDVHSGNTSG@UHMFSNVNQQX
@ANTSL@M@FHMF@MNMOQDLHRDRNKTSHNM 6HSG2@@2XNTB@MRS@XLNQDENBTRDCNMSGDMDDCRNESGDATRHMDRR $BHDMBX
g
.TQQDBNLLDMC@SHNMHRANKRSDQDCAX@RTQUDXNELNQDSG@M(3DWDBTSHUDRL@M@FDQR@MCRS@@ANTSSGDHQ@CNOSHNM 2B@K@AHKHSX
@MCNOHMHNMRNE2@@2ENQSGDHQ(3GDKOCDRJR 1DRONMCDMSR@CNOSDC2@@2RNKTSHNMRNUDQSQ@CHSHNM@KNMOQDLHRD g
RNKTSHNMRENQ@U@QHDSXNE(3RDQUHBDRENQSGDENKKNVHMFJDXQD@RNMR 1DKH@AHKHSX@MC@U@HK@AHKHSX
> $BHDMBX g
> 2B@K@AHKHSX ,HMHL@KRS@QSTOBNRS
> 1DKH@AHKHSX@MC@U@HK@AHKHSX g
> ,HMHL@KRS@QSTOBNRS
+NVBNRSLNMSGKXRTARBQHOSHNM
@MC@TSNL@SHBTOFQ@CDR
> +NVBNRSLNMSGKXRTARBQHOSHNM@MC@TSNL@SHBTOFQ@CDR

2@@2EQDDRSGD(3GDKOCDRJEQNLQTMMHMF@MCL@HMS@HMHMFHSRNVMHMENQL@SHNMSDBGMNKNFXRNGDKOCDRJRS@B@MENBTR
NMGDKOHMFATRHMDRRTRDQRRS@XOQNCTBSHUD (SCDKHUDQRHMRS@MS@MCRD@LKDRR@BBDRRSNMDVHMMNU@SHNMRVHSGHM@OOKHB@
SHNMRmVHSGNTSSGDMDDCENQKNMFNQBNLOKDWTOFQ@CDOQNBDRRDR 3GDLNQDQD@CHKXXNTB@MKDUDQ@FDDMG@MBDLDMSR
@MC@CCHSHNMRSNXNTQRDQUHBDL@M@FDLDMS@OOKHB@SHNMSGDLNQDDBHDMSXNTB@ML@JDSGDDMSHQD(3RTOONQSDWODQH
DMBDENQDUDQXNMDHMUNKUDC

Choosing the Right ITSM Solution 7

There are several other reasons that we think SaaS
ISAGOODTFORORGANIZATIONSJUSTGETTINGSTARTED

Out-of-the-box best practices: Ease of use and access: Scalability:

!DRSHMBK@RR2@@2@OOKHB@SHNMRENQSGD(3GDKOCDRJHMBKTCD !QNVRDQA@RDCHMSDQE@BDROQNUHCDE@RSE@LHKH@Q@BBDRRSNC@S@ 6@MSSN@CCMDVED@STQDRNQTOFQ@CDC@S@B@O@BHSX.MD
OQDBNMFTQDC(3(+tA@RDCOQNBDRRDRENQHMBHCDMSL@M@FD @MCB@O@AHKHSHDR 3GDQDRLHMHL@KMDDCENQSQ@HMHMF@MCGDKO NESGDAHF@CU@MS@FDRNE@ADRSHMBK@RR2@@2@OOKHB@SHNMHR
LDMSRDKERDQUHBD@MCHMUDMSNQXL@M@FDLDMS 2@@2UDMCNQR CDRJRS@B@MD@RHKXBTRSNLHYDSGDHQODQRNM@KC@RGAN@QCRSN SGD@AHKHSXSND@RHKX@MCBNRSDDBSHUDKXCNANSGL@JHMFHS
G@UD@MDCFD3GDXB@MCQ@VNMSGDQD@KSHLDBNKKDBSHUD L@JDSGDLRDKUDRDUDMLNQDOQNCTBSHUD 8NTQRS@B@M@BBDRR GHFGKXTMKHJDKXSG@SXNTVHKKDUDQNTSFQNVXNTQ2@@2RNKTSHNM
DWODQHDMBDNEL@MX(3OQNEDRRHNM@KRSGDHQBTRSNLDQA@RD their dashboards anytime, anywhere, from any Web browser
SNRS@XBTQQDMSVHSGSGDK@SDRSOQ@BSHBDRmRNLDSGHMFXNT NQLNAHKDCDUHBDm@MCXNTQBTRSNLDQRB@MSNN 6HSG@FNNC Gateway to the cloud:
BNTKCMDUDQCNBNRSDDBSHUDKXXNTQRDKE MC2@@2UDMCNQR 2@@2@OOKHB@SHNMXNTB@M@KRNADTO@MCQTMMHMFHMLHMTSDR 6GDMXNTQ(3GDKOCDRJQDRHCDRHMSGDBKNTCXNTB@MD@RHKX
B@MCDOKNXSGDRDOQ@BSHBDRSNDUDQXNMD@RRNNM@RSGD HMSDFQ@SDHSVHSGNSGDQB@O@AHKHSHDRmRTBG@RSGDK@SDRS
OQ@BSHBDR@QD@U@HK@AKDmRNLDSGHMFMNSONRRHAKDVHSG Automatic upgrades: OQNCTBSHUHSXDMG@MBHMFSDBGMNKNFHDR@U@HK@AKDEQNLXNTQ
SQ@CHSHNM@KRNV@QD 2@@2UDMCNQRB@MOTRGMDVB@O@AHKHSHDRNTSSNSGDHQBTRSNL 2@@2UDMCNQmADB@TRDSGDSDBGMNKNFHDR@KKTRD@
DQRUH@SGDBKNTC@RRNNM@RSGDX@QD@U@HK@AKDmCDOKNXHMF@ common infrastructure.
Pay-as-you-grow model: MDVTOC@SDDUDQXC@XHESGDXV@MS %NQATRHMDRRDRSGHR
6HSG2@@2XNTbQDMShSGDRNV@QD@OOKHB@SHNMRO@XHMF@ LD@MRMNLNQDBTLADQRNLDRNV@QDTOFQ@CDRSG@SB@MS@JD 6DQDBNFMHYDSG@S2@@2L@XMNSAD@MNOSHNMENQXNTQ
monthly fee for each user. This means that you pay only for SGDGDKOCDRJNHMD 4OC@SDRG@OODM@TSNL@SHB@KKXHMSGD NQF@MHY@SHNM 'DMBDSGDVHRCNLXNTKKMCHMSGDQDRS
VG@SXNTTRD@MCXNTB@MRB@KDTOmNQCNVMmA@RDCNM A@BJFQNTMC CU@MBDCLTKSHSDM@MBXSDBGMNKNFX@MCNSGDQ NESGHRBG@OSDQ@OOKHDRSNDU@KT@SHMFANSG2@@2@MC
VG@SRFNHMFNMHMXNTQATRHMDRR 3GDQDRMNBNRSKXNUDQGD@C TOFQ@CDSDBGMNKNFHDRDMRTQDSG@SDUDQXNMDNMXNTQSD@LHR NMOQDLHRDRNV@QD
mKHJDRNV@QDKHBDMRDRRDQUDQRL@HMSDM@MBDONVDQ@MC updated on the same schedule.
BNNKHMFmRHSSHMFHMSGDA@BJFQNTMCD@SHMFTOXNTQATCFDS
)TRSOTQD@OOKHB@SHNMB@O@AHKHSX@U@HK@AKDVGDMDUDQ@MC
VGDQDUDQXNTMDDCHS

8 Choosing the Right ITSM Solution

 Chapter 1: Starting from Scratch

&UTURE PROONGYOURSOLUTION

R@M(32,MDVBNLDQXNTQD@AKDSNK@XSGDFQNTMCVNQJ 3NNQF@MHYDXNTQQDPTHQDLDMSRXNTB@MTRDSGD,N2"N6

ENQ@RNKTSHNMSG@SRETSTQDOQNNE 3G@SLD@MR@UNHCHMF RSQ@SDFX
HMBQDLDMS@KHMUDRSLDMSRSG@SQDRTKSHMBNAAKDCSNFDSGDQ ,,TRSG@UDR
solutions that are costly and complex to support. To do 22GNTKCG@UDR
SGHRXNTMDDCSNQDUHRHSSGDJDXATRHMDRRCQHUDQRSG@S ""NTKCG@UDR
LNSHU@SDCXNTSNKNNJ@S@M(23,RNKTSHNM RJXNTQRDKE W: 6NMSG@UDRATSVNTKCKHJDSNG@UD
> 6G@SHRSGDBNQDOTQONRDNESGDRXRSDL
(SRHLONQS@MSSG@SXNTCNMSKDSXNTQBTQQDMSRHST@SHNM
> 6G@S@QDXNTRTOONQSHMF @MCRGNQSSDQLMDDCRNUDQRG@CNVXNTQKNMFSDQLUHRHNM
> '@UDXNTDRS@AKHRGDCNQQDUHRDC2DQUHBD+DUDK .QF@MHY@SHNMRDUNKUDmFQNVHMFBG@MFHMFNQDUDM
FQDDLDMSR LDQFHMFVHSGD@BGNSGDQ $@BGRBDM@QHNOK@BDRMDV
> 6G@SJHMCNEDWSDMRHAHKHSXVHKKXNTMDDCSN@BBNLLN CDL@MCRNMSGD(3HMEQ@RSQTBSTQD %TQSGDQLNQDSDBGMNK
C@SDDWHRSHMFHMUDRSLDMSR NFXHRDUNKUHMFQ@OHCKXBNLOKHB@SDCAXSGDSQDMCENQJDX
> 6G@S@QDXNTQC@S@RDBTQHSXBNMBDQMR @OOKHB@SHNMRADHMFGNRSDC@MCL@M@FDCNTSRHCDXNTQ(3
> 6G@SBNMS@BSBG@MMDKRVHKKXNTNDQ infrastructure.

RXNTQNVMNQF@MHY@SHNMRDWODQHDMBDVHSGJDXOQNBDRR
DRL@STQDRXNTQHRJNTSFQNVHMFXNTQBGNHBD /K@MMHMF
@GD@CHR@LTRS "NMRHCDQ@KKSGDRBDM@QHNRVGDM
DU@KT@SHMF(32,RNKTSHNMR@MCXNTKK@UNHCG@UHMFSN
repeat the process prematurely.

Choosing the Right ITSM Solution 9

ITIL matters

3NPTNSD6 $CV@QCR#DLHMFb(EXNTB@MSCDRBQHADVG@S 6D@OOQDBH@SDSG@S(3(+@KHFMLDMSB@MAD@GHFGKX

XNTQDCNHMF@R@OQNBDRRXNTCNMSJMNVVG@SXNTQD CHUHRHUDSNOHBENQL@MX(3RTOONQSOQNEDRRHNM@KR 8DSLNRS
CNHMF h VNTKC@FQDDSG@SSGDHQ(3RTOONQSOQNBDRRDRVNTKC
ADMDSEQNLRNLDRDSNEADRSOQ@BSHBDR (MCDDC(3(+
6GDSGDQXNTRTARBQHADSN(3(+NQMNSSGDQDRMNCNTAS
HSRDKEQDBNLLDMCRNQF@MHY@SHNMRTRDSGDHQFTHCDKHMDR
SG@SADRSOQ@BSHBDRB@MXHDKCQD@K@CU@MS@FDRmDROD
ITCHBHNTRKXm@RSQ@SDFXL@MX(3CDO@QSLDMSRG@UDTRDC
BH@KKXENQSGNRDNQF@MHY@SHNMRVGN@QDMDVSN(32,
successfully.
These include:
> KHFMHMFATRHMDRR@MC(3FN@KR .TQ@CUHBD%HQRSBGNNRD@M(32,RNKTSHNMSG@SBKD@QKX If you cant
CDLNMRSQ@SDRSG@SHS@KHFMRVHSG@MCTMCDQOHMR(3(+ADRS
> $RS@AKHRGHMF@RSQTBSTQD@MCOQNLNSHMFDBHDMBXENQ
JDX(3RTOONQSOQNBDRRDR practices. Then adopt the recommendations that will describe what
L@JDXNTQ(3RTOONQSOQNBDRRDRLNQDQNATRSBNMRHRSDMS
> ,@M@FHMFSGDBNLOKDSD(3RDQUHBDKHEDBXBKD
@MCDBHDMS youre doing as
> ,@M@FHMFBNLOKDWHSX@MCBG@MFD
> /QNLNSHMFBNMSHMT@KRDQUHBDHLOQNUDLDMS a process, you
> #DKHUDQHMFU@KTDSNSGDBTRSNLDQ
dont know what
YOUREDOING
d6 $CV@QCR#DLHMF

10 Choosing the Right ITSM Solution

 Chapter 1: Starting from Scratch

Helping your customers transition

Your customers have likely grown accustomed to seeking you out in

person when they need help. 3GDXOHBJTOSGDOGNMDRDMCXNT@MDL@HKNQRHLOKXV@KJ@QNTMC
SGDBNQMDQ RXNTHMSQNCTBDXNTQMDV(32,RXRSDLDWODBSFQNVHMFO@HMR 8NTVHKKADHMSQNCTBHMFADSSDQOQNBDRRDR
ATSXNTQBTRSNLDQRL@XMNSRDDHSSG@SV@X@SQRS 3NL@JDSGDSQ@MRHSHNMD@RHDQNMDUDQXNMDL@JDRTQDXNT
BNLLTMHB@SDSGDDMCTRDQADMDSR %NQ2@@2RNKTSHNMRSGDRDHMBKTCD

2DKERTBHDMBX RDKERDQUHBDHMEQ@RSQTBSTQD@KKNVR VHSG(3SGDHQV@X 3GDXL@XDUDMBNLDSNQDF@QC(3@R %NQDW@LOKDGNVL@MXSHBJDSR@QDNODMDCVGDMSGDQDR

BTRSNLDQRSNBQD@SD@MCQDRNKUDSGDHQNVMHMBHCDMSRm @O@QSMDQHMUDRSDCHMSGDHQRTBBDRR @RXRSDLVHCDNTS@FDHMXNTQNQF@MHY@SHNM6GXMNS
on their own terms and their own time. This means, for FHUDXNTQBTRSNLDQR@V@XSNMCNTSHESGDHQOQNAKDLR
%NQDW@LOKDVHSGQD@KSHLDBNKK@ANQ@SHNMSNNKRSGDX
DW@LOKD@KKNVHMFXNTQBTRSNLDQRSNQDRDSSGDHQNVM ROQHMFEQNL@TMHUDQR@KHRRTDADENQDKNFFHMF@SHBJDS
B@MRDDVGDQDSGDHQODDQR@QDG@UHMFSQNTAKD@MCGNV
O@RRVNQCR@MCTOC@SDSHBJDSR 3GDTORHCDENQXNT8NTQ !QN@CB@RSSGDCDS@HKR@RRNBH@SDCVHSG(3HRRTDRSG@S@QD
SGDXQDQDRNKUHMFHRRTDR 6GDMSGDXQDNODQ@SHMFHMSGDHQ
GDKOCDRJRS@RODMCRKDRRSHLDSDMCHMFSNSGDLNRS BTQQDMSKXHLO@BSHMFSGDNQF@MHY@SHNM@MCKDSXNTQ
NVMBNLENQSYNMDSGDXKKQD@BGONRHSHUDNTSBNLDRLNQD
QDODSHSHUDSHLDBNMRTLHMFHMBHCDMSREQDDHMFSGDLTOSN BTRSNLDQRRDDVG@SNSGDQDLOKNXDDR@QDRD@QBGHMFENQ
PTHBJKXm@MCVHSGNTSSGD@MFRS@RRNBH@SDCVHSG
ENBTRNMLNQDOQDRRHMFATRHMDRRMDDCR &HUDSGDL@BBDRRSN@RG@QDCJMNVKDCFDA@RDSN
OQNBDRRDRSG@SG@UDADDMSGQTRSTONMSGDL
SQNTAKDRGNNSSGDHQNVMHRRTDRVGHKDDMRTQHMFGDKOCDRJ
"NLENQSYNMD3NC@XRGDKOCDRJBTRSNLDQQDOQDRDMSR@
Transparency: 6GDMXNTQBTRSNLDQRG@UD@BBDRR RS@B@MS@O@AQN@CDQJMNVKDCFDA@RDSG@S@QBGHUDR
XNTMFDQFDMDQ@SHNMTRDCSNKHUDBG@SHMRS@MSLDRR@FHMF
SNTRDETKHMENQL@SHNMSG@SGDKORSGDLQDRNKUD past responses to customer questions and requests.
online discussion forums, tweets, and status updates.
SGDHQOQNAKDLRSGDHQKDUDKNESQTRSHMSGD(3
!XOQNUHCHMFSGDLVHSGSGDSNNKR@MCBG@MMDKRSG@S
NQF@MHY@SHNMFQNVR
QDRDLAKDSGNRDSGDXQDKXNMDUDQXC@XSGDXB@MDMF@FD

Choosing the Right ITSM Solution 11

Customer Insights

Five things that really matter in vendor selection:

$WODQHDMBD@MCGDQHS@FD'NVKNMFG@RSGDUDMCNQADDMHMATRHMDRR$RS@AKHRGDCRDQUHBD
1 OQNUHCDQRFDMDQ@KKXG@UDLNQDQDRNTQBDRSNCQHUDHMMNU@SHNMm@ADMDSSG@SHR@TSNL@SH
B@KKXRG@QDCVHSGXNTQNQF@MHY@SHNM 3GDX@KRNG@UD@Q@OHC@MCVDKKQDGD@QRDCNMAN@QCHMF
OQNBDRRSG@SRADDMRG@ODCAXSGNTR@MCRNERTBBDRRETKCDOKNXLDMSR

2B@KD@MCKNMFDUHSX6G@SRSGDUDMCNQRCDOSGNEDWODQHDMBD#NSGDXG@UDDWSDMRHUD
2 CNL@HMDWODQSHRD+NNJENQ@UDMCNQVHSGRS@AHKHSX@MCRS@XHMFONVDQVGHBGVHKKDMRTQD
SGDXKKO@QSMDQVHSGXNTENQSGDKNMFSDQL

/@QSMDQDBNRXRSDL(RSGDUDMCNQVDKKRTOONQSDCAX@MDBNRXRSDLNEO@QSMDQNQF@MHY@SHNMR
3 (ERNSGNRDO@QSMDQRRGNTKCNDQHLOKDLDMS@SHNMRJHKKR@MCCNL@HMDWODQSHRD 8NTRGNTKC
@KRNKNNJENQ@M@BSHUDBNLLTMHSXNESDBGMNKNFXO@QSMDQRVGNG@UDDWODQHDMBDDWSDMCHMFSGD
BNQDB@O@AHKHSHDRNESGD(32,RNKTSHNM

2TOONQS@MCCNBTLDMS@SHNM#NDRSGDUDMCNQG@UDDWODQSRS@NMG@MC#NSGDXG@UD@
4 RHYD@AKDJMNVKDCFDA@RDSG@SRCDUDKNODCAX@K@QFDQTRDQA@RD

$@RXSNATXEQNL'NVD@RXHRHSSNOTQBG@RDNQRTARBQHADSNSGDRNV@QD(RSGDUDMCNQ
5 QDRONMRHUDSNXNTQPTDRSHNMR QDXNT@AKDSNETKKXDU@KT@SDSGDRNV@QDADENQDL@JHMF@
CDBHRHNM

12 Choosing the Right ITSM Solution

 Chapter 1: Starting from Scratch

Application Checklist
As you set out to evaluate new tools, youll want
TOKEEPTHEFOLLOWINGQUESTIONSTOPOFMIND

#NDRSGDRNKTSHNM
2TOONQSLNQDSG@MSGDGDKOCDRJ
KHFMVHSGXNTQADRSOQ@BSHBDR
(MSDFQ@SDD@RHKX@MCVDKKVHSGXNTQDWHRSHMFOQNBDRRDR
"NLDVHSGNMAN@QCCNBTLDMS@SHNM
/QNUHCDRDKERDQUHBDSNNKR
.DQQDONQSHMF@MC@M@KXSHBRSNNKR
'NVD@RXHRHSSN
#DOKNX
4RD
2TOONQS
2B@KD

Choosing the Right ITSM Solution 13

Additional resources
)TRS@RSGDL@QJDSHR@V@RGVHSG(32,BGNHBDRSGDQD@QD@KRN@LOKDQDRNTQBDRSNETQSGDQXNTQQDRD@QBG 6DUDVGHSSKDCSGDKHRSSN@EDVSG@SVD
SGHMJXNTKKMCGDKOETK

ITIL: Awareness Course

&@HM@V@QDMDRRNESGD(3(MEQ@RSQTBSTQD+HAQ@QXt(3(+LDSGNCNKNFHDRBNMBDOSR@MCSDQLHMNKNFX@MCADBNLDBNMUDQR@MSHMHSRATRHMDRRU@KTD
SGQNTFGVDAA@RDCSQ@HMHMF

1D@CXSNR@LOKD@2@@2RNKTSHNM%HMCNTSVGX!,"R1DLDCX%NQBD@OOKHB@SHNMLHFGSADSGDQHFGSRNKTSHNMENQXNT

www.bmc.com/remedyforce

2@@2HRMSQHFGSENQXNTQNQF@MHY@SHNM+D@QMLNQD@ANTS%NNSOQHMSR!,"RMDVKX@BPTHQDC@MCKD@CHMFNMOQDLHRDRNKTSHNMAX-TL@Q@

HTTPWWWNUMARASOWARECOMFOOTPRINTS

14 Choosing the Right ITSM Solution

Chapter 2: Upgrading
your current solution
At some point in their evolution, most IT organizations will nd that they
have outgrown their ITSM solutions. O$en this occurs because an organiza-
tion has grown in size and sophistication or has been trying to make a poor
choice work for far too long.
'NVCNXNTJMNVHEXNTUDNTSFQNVMXNTQBTQQDMS(32,RNKTSHNM/DQG@ORXNTITRSG@UD@EDDKHMFSG@SHSRE@KKHMFRGNQS .QSGDQD
LHFGSADQD@KCDBHSRFDMDQ@SHMFTMMDBDRR@QXVNQJONNQRDQUHBD@MCTKSHL@SDKXCHLHMHRGHMFQDSTQMR

1DF@QCKDRRNESGDQD@RNMNQSGDRXLOSNLXNTQENBTRMNVMDDCRSNADNMBGNNRHMFVHRDKXENQSGDETSTQD 3G@SLD@MRDMRTQHMF

XNTQRDKDBSHNM@MCHLOKDLDMS@SHNMOQNBDRRDR@QDRLNNSG@MCHMBKTRHUDDRODBH@KKXHEXNTMDDCSNQDRSNQDXNTQSD@LRE@HSGHMSGD
RXRSDL (S@KRNLD@MR@KKNSSHMFDMNTFGGD@CQNNLENQXNTQOQNIDBSDCSQ@IDBSNQX

Choosing the Right ITSM Solution 15

Growing pains: the most common warning signs

If three or more of these symptoms apply to DDBSHUDMDRRNQ@QDRODMCHMFSNNLTBGSHLDLHMHMFSGD KKHMFNTSDUDQXHMBHCDMSQDBNQCAXG@MC .QSGDXL@XAD

XNTQNQF@MHY@SHNMHSRSHLDSNLNUDNMEQNLXNTQBTQQDMS LNRSA@RHBC@S@HSRSHLDSNKNNJENQ@MDVRNKTSHNM BTSSHMF@MCO@RSHMFC@S@ADSVDDMRXRSDLRSNDMRTQD
solution: BNMRHRSDMBX 3GHRJHMCNEHMDBHDMBXMDDCRSNAD
2XRSDLB@MSJDDOO@BD RRDQUHBDKDUDKDWODBS@SHNMR
QDOK@BDCAX@RXRSDLSG@SB@MRSQD@LKHMDRTBGQDODSHSHUD
FDMSCHRR@SHRE@BSHNM(EXNTQ(32,RNKTSHNMHRMS FQNVRNCNSGDCDL@MCRNMXNTQ(32,RNKTSHNM
S@RJR
VNQJHMFHSRKHJDKXXNTQGDKOCDRJDLOKNXDDR@QDEDDKHMF 6GDSGDQHSRADB@TRDNELNQDTRDQRNQLNQDRNOGHRSH
NUDQVNQJDC@MCCHRFQTMSKDC 3GDHQR@SHRE@BSHNMHR@JDX B@SDCTRDQRSGDRXRSDLB@MSLDDSSGDQDPTHQDLDMSR !DRSOQ@BSHBDA@QQHDQ(EXNTUDHMUDRSDCSHLDHM(3(+
LDSQHBSNBNMRHCDQVGDMDU@KT@SHMFXNTQRXRSDLR 3GDQDRTKS@MHMBHCDMSCQHUDMQD@BSHUDDMUHQNMLDMSSG@S DCTB@SHNM@MCRTARBQHADSNHSRADMDSRXNTMDDC@M
ODQENQL@MBD 3GDXJMNVSGDRXRSDLHMSHL@SDKXmHSR HRMSRDQUHMFSGDMDDCRNESGDATRHMDRR (32,RNKTSHNMSG@S@KHFMRVHSGHSRADRSOQ@BSHBDR (EXNTQR
OHSE@KKR@MCADMDSRm@MCVHKKFK@CKXRG@QDSGDHQ HRMSVNQJHMFXNTMDDCSNMCNMDSG@SVHKK
/NNQBNKK@ANQ@SHNM@BQNRRSD@LR'NVLTBGSHLDHRXNTQ
NOHMHNMR@ANTSVGDSGDQHSRLDDSHMF
RS@CDUNSHMFSNHMBHCDMSRSG@SG@UD@KQD@CXADDM (SRAQD@J@AKD(RXNTQRXRSDLRNBTRSNLHYDCLNCHDC
SGDL@QJ
QDRNKUDC(RHSADB@TRDSGDXCNMSG@UDUHRHAHKHSXNEJDX NQBNAAKDCSNFDSGDQSG@SXNTGDRHS@SDSNBG@MFD
6D@JODQENQL@MBDLDSQHBR#DROHSDSGDVD@KSGNEC@S@ BG@MFDRL@CDSNBQHSHB@KHMEQ@RSQTBSTQD(ESGDXQD @MXSGHMFENQED@QNEAQD@JHMFHS.QCNDRHSAD@QKHSSKD
@U@HK@AKDSNLD@RTQDODQENQL@MBDL@MX(3L@M@FDQR V@RSHMFSHLDCTOKHB@SHMFDNQSXNTMDDCSNLNUDNM QDRDLAK@MBDSNXNTQNQHFHM@KQDPTHQDLDMSR(ERNXNTUD
CNMSQD@KKXJMNVGNVSGDHQRDQUHBDCDRJHRCNHMF (E NTSFQNVMXNTQBTQQDMSRNKTSHNM
3NNLTBGL@MT@KDNQS8NTQ@FDMSRSHLDRGNTKCMSAD
XNTQDTM@AKDSNLD@RTQDXNTQBTQQDMSKDUDKNE
BNMRTLDCAXK@ANQHMSDMRHUDATRXVNQJ /DQG@ORSGDXQD

16 Choosing the Right ITSM Solution

 Chapter 2: Upgrading your current solution

Easing the transition

$UDQXNMDQDRONMCRSNBG@MFDCHDQDMSKX 2NLDDLAQ@BDHSNSGDQR@AGNQHS 2NLDNEXNTQRS@L@XG@UD@G@QCSHLD
LNUHMFNMEQNLXNTQBTQQDMSRNKTSHNMCDROHSDmNQDUDMADB@TRDNEmHSRRGNQSBNLHMFR (SRE@LHKH@Q@MCBNLENQS@AKD

You can ease the transition in a few ways: E@UNQ@CHUHCD@MCBNMPTDQRSQ@SDFXVGHBGDM@AKDR@OG@RDCHM
SQ@MRHSHNM 3GDQD@QDSVNS@BJRSNBNMRHCDQVHSGSGHR@OOQN@BG
Include your team in the selection process. Let them help shape the
> !XOQNBDRR!XTRHMFXNTQMDVRNKTSHNMENQNMDNQSVNJDX
QDPTHQDLDMSR@MCO@QSHBHO@SDHMUDMCNQOQDRDMS@SHNMR (ESGDXEDDK
OQNBDRRDRD F HMBHCDMS@MCOQNAKDLXNTG@UDSGDNOONQSTMHSX
HMUDRSDCHMSGDRNKTSHNMXNTBGNNRDSGDXKKADLNQDKHJDKXSN SN@RRDRRHSRSHMXNTQDMUHQNMLDMSmL@JHMF@CITRSLDMSROQHNQ
embrace it. SNETKKHLOKDLDMS@SHNM *DDOHMLHMCSGHRVHKKQDPTHQDRNLDDWSQ@
DNQSSNBNNQCHM@SDVNQJNVVHSGSGDNSGDQSD@LRRSHKKTRHMF
2SQD@LKHMDCDOKNXLDMS Q@OHC@MCVDKKL@M@FDCCDOKNXLDMSVHKK XNTQNTSFNHMFRNKTSHNM
GDKOVHMNUDQRJDOSHBRVGDSGDQNMXNTQSD@LNQ@LNMFJDX > !X@TCHDMBD8NTL@XBGNNRDSNNDQSGDETKKQ@MFDNE(3RTOONQS
RS@JDGNKCDQR 3NSG@SDMCVDQDBNLLDMCBNMRHCDQHMF@RNV@QD OQNBDRRDRSN@RDKDBSFQNTONQCDO@QSLDMSSGDQDAXDM@AKHMF@M
@R@RDQUHBD2@@2RNKTSHNM 2@@2UDMCNQRB@MCQ@VNMSGD TMCDQRS@MCHMFNEGNVSGDVGNKDRXRSDLVHKKADG@UD (EXNTQD@
RL@KKDQNQF@MHY@SHNMGNVDUDQSGHR@OOQN@BGL@XMNSAD
QD@KSHLDBNKKDBSHUDDWODQHDMBDNEL@MX(3OQNEDRRHNM@KRSGDHQ
realistic for you.
BTRSNLDQA@RDSNRS@XBTQQDMSVHSGSGDK@SDRSOQ@BSHBDR 3GDXB@M
CDOKNXSGDRDOQ@BSHBDRSNDUDQXNMD@RRNNM@RSGDX@QD@U@HK@AKDm *DDOBGDBJHMFHM 2NNM@DQHLOKDLDMS@SHNMXNTKKV@MSSNS@JD
@ADMDSMNSONRRHAKDVHSGSQ@CHSHNM@KRNV@QD DUDQXNMDROTKRDSNTMCDQRS@MCGNVSGDSQ@MRHSHNMHROQNBDDCHMF
@MCVG@SHRRTDRQDL@HM 3GHRHMBKTCDRONKKHMFXNTQHMSDQM@KBTRSNL
/G@RDHMXNTQMDVRNKTSHNM (EXNTQD@SGQHKKRDDJDQXNTLHFGS
DQR@MCXNTQNVM(3RS@ BSNMSGDHQQDBNLLDMC@SHNMR@MCBKNRD
BGNNRDSNHOSGD(32,RVHSBGNMC@XNMDmVHSGNTS@MXKHUDSDRSHMF
SGDKNNOAXQDHSDQ@SHMFSGDHQRTFFDRSHNMR@MCRG@QHMFXNTQQDRNKT
6GHKDSGHR@OOQN@BGHRCN@AKDHSBNLDRVHSGNAUHNTRQHRJR@MC
tions.
QDPTHQDR'DQBTKD@MOQNIDBSL@M@FDLDMS ,NRSNQF@MHY@SHNMR

Choosing the Right ITSM Solution 17

Customer Insights

Five tips to successfully transition to a new solution:

2TQUDXXNTQ@FDMSR (MBKTCDXNTQ@FDMSR Test your data in the 2S@QSRHLOKD%NQXNTQ "NLLTMHB@SD#NMS

3GDXQDSGDNMDRTRHMF in the selection, UDMCNQRSQH@KDMUHQNM initial rollout, start @RRTLDDUDQXNMDG@R
1 SGDRXRSDL 2DDJSGDHQ  OQNBDRRCDRHFM@MC  LDMS8NTCNMSV@MS 4 VHSGNMDNQSVNJDX 5 heard about the new
HMRHFGSR@MCNOHMHNMR implementation. any surprises. They processes. That will RNKTSHNM@MCHSRADMDSR
and you may help quell CNMSNDQ@SQH@K FHUDXNTSGDBG@MBDSN RNAUHNTR@RHSRDDLR
any dissatisfaction that UDQRHNM3G@SR@QDC assess interdependen BNLLTMHB@SHNMHRJDX
G@RADDMAQDVHMF @FRHFM@KHMFXNTSN BHDRLHSHF@SDQHRJ 2OQD@CSGDVNQC
steer clear. L@JDBG@MFDR@MC especially if new
RNKHBHSEDDCA@BJ B@O@AHKHSHDRKHJD
RDKERDQUHBDVHKK
ADMDSSGDL

18 Choosing the Right ITSM Solution

 Chapter 2: Upgrading your current solution

Application Checklist
As you set out to evaluate new tools, youll want
TOKEEPTHEFOLLOWINGQUESTIONSTOPOFMIND

#NDRSGDRNKTSHNM
,DDSXNTQBTQQDMS@MCETSTQDOQNBDRRQDPTHQDLDMSR
KKNVQ@OHCCDOKNXLDMS
2TOONQSXNTQADRSOQ@BSHBDR
8HDKC@RNKHCQN@CL@OENQSGDETSTQD
"NLDVHSG@RTOONQSHUDO@QSMDQDBNRXRSDL
'@UDLHMHL@KSQ@HMHMFQDPTHQDLDMSR
"NLDVHSGNMAN@QCCNBTLDMS@SHNM
2TOONQSRDKERDQUHBDHLODQ@SHUDR
$MRTQDRB@K@AHKHSX
/QNUHCDBNLOQDGDMRHUDQDONQSHMF@MC@M@KXSHBR

Choosing the Right ITSM Solution 19

Additional resources
(EFQNVHMFO@HMR@QDHLODCHMFXNTQNQF@MHY@SHNMROQNCTBSHUHSX@MCXNTQDQD@CXSNBNMRHCDQNSGDQ(32,RNKTSHNMRXNTL@XMCSGDQDRNTQBDR
below helpful:

(EXNTQDMUHQNMLDMSHRBNLOKDWVDDMBNTQ@FDXNTSNQD@CSGQNTFG"G@OSDQ (S@CCQDRRDRSGDBG@KKDMFDR@RRNBH@SDCVHSGRTOONQSHMFCHUDQRD

BTRSNLDQFQNTORGXAQHCDMUHQNMLDMSRLTKSHOKDRXRSDLRL@M@FDLDMSOK@SENQLR@MCNSGDQHRRTDRSG@SL@XQDRNM@SDVHSGXNT

1D@CXSNR@LOKD@2@@2RNKTSHNM%HMCNTSVGX!,"R1DLDCX%NQBD@OOKHB@SHNMLHFGSADSGDQHFGSRNKTSHNMENQXNT

www.bmc.com/remedyforce

2@@2HRMSQHFGSENQXNTQNQF@MHY@SHNM+D@QMLNQD@ANTS%NNSOQHMSR!,"RMDVKX@BPTHQDC@MCKD@CHMFNMOQDLHRDRNKTSHNMAX-TL@Q@

WWWNUMARASOWARECOMFOOTPRINTS

20 Choosing the Right ITSM Solution

Chapter 3: Consolidating
multiple help desks
Its quite common for organizations to be burdened by more than one ITSM
solution. You may have inherited them as a result of corporate acquisitions
or you may be managing several departmental solutions with mounting
ineciencies. Whatever the reason, your multiple help desks arent helping
anyoneyour customers, your sta or the business as a whole.

'DKOCDRJBNMRNKHC@SHNMRGNTKCADCHRSHMFTHRGDCEQNL CHRBNMMDBSDCGDKOCDRJRSN@BDMSQ@KKNB@SHNMSNBTS
BDMSQ@KHY@SHNM "NMRNKHC@SHNMS@JDR@AQN@CDQRSQNJDQD@Q DWODMRDR (MSGHRBG@OSDQVDKKQDEDQLNRSKXSNBNMRNKHC@SHNM
Q@MFHMFXNTQRTOONQSQDRNTQBDR@MCOQNBDRRDRSNVNQJ
"NMRNKHC@SHNMQDPTHQDRB@QDETKBGNQDNFQ@OGXSNDMRTQDSG@S
ADSSDQSNFDSGDQ 3GHRQDPTHQDRCDUDKNOHMF@MCHLOKDLDMSHMF
TRDQR@QDMSCHRQTOSDC@MCSGDATRHMDRRB@MNODQ@SD@RTRT@K
ADRSOQ@BSHBDR@MCSQ@HMHMFSNNKRSNQDHMENQBDRS@MC@QCR
"DMSQ@KHY@SHNMQDEDQRSNSGDOQNBDRRNELNUHMFQDLNSDNQ

Choosing the Right ITSM Solution 21

&IVEHALLMARKSOFINECIENCY

'NVCNXNTJMNVVGDMHSRSHLDSNBNMRNKHC@SD"G@MBDR@QDXNTKKQDBNFMHYDNMDNQLNQDNESGDRDQDC@FR

8NTQDRHFMHMFBGDBJRENQHMUNHBDRSG@S@CCQDRRSGDR@LD OQHNQHSXXNTMDDC@BBDRRSNLD@MHMFETKBNMRHRSDMSQDONQSR

B@O@AHKHSHDRmHMSGDR@LDNQF@MHY@SHNM SG@SDM@AKDXNTSNL@JDSHLDKXCDBHRHNMR

!DKHDUDHSNQMNSSGHRG@OODMR@KKSGDSHLD 4MKDRRXNTQD "TRSNLDQR@QDBNMETRDC@ANTSVGNLSNBNMS@BSENQGDKO

OQN@BSHUDKXLNMHSNQHMF@KKXNTQ@BBNTMSRO@X@AKDXNTL@X
(EXNTQBTRSNLDQRG@UDSVNCDO@QSLDMSRSNBNMS@BSENQGDKO
MNSMNSHBDSGDRDNUDQRHFGSR
SG@SROQNA@AKXNMDSNNL@MX (ESGDXQDNUDQVGDKLDCVHSG
8NTQSD@LROQNBDRRDR@MCRXRSDLR@QDMSVDKKHMSDFQ@SDC BGNHBDNQITRSCNMSJMNVVG@SSGDHQBGNHBDR@QDSGDXVNMS
FDSSGDGDKOSGDXMDDCVGDMSGDXMDDCHS 3GHRCNDRMNS
6GDMSGDKDG@MCCNDRMSJMNVVG@SSGDQHFGSG@MCHR
DMG@MBDSGDGDKOCDRJRQDOTS@SHNMHMRHCDSGDBNLO@MX
CNHMFXNTQNQF@MHY@SHNMHRANTMCSNRTDQEQNLQDCTMC@MBX
@MCHMDBHDMSRDQUHBDCDKHUDQX KSDQM@SDKXXNTQQDRNTQBDR 2DUDQ@KSGHQCO@QSHDR@QDOQNUHCHMFSGDR@LDRDQUHBDSN
L@XADVNQJHMFSNFDSGDQATSQDPTHQDBNLOKDW@MCOQDB@QHNTR your IT support teams.
HMSDFQ@SHNMR
)TRS@RXNTL@XADRHFMHMFBGDBJRENQRTODQTNTR
8NTQDRODMCHMFSNNLTBGSHLDL@MT@KKXBNQQDK@SHMFQDONQSR B@O@AHKHSHDRXNTL@XADA@MJQNKKHMFLTKSHOKDRDQUHBD
in multiple formats OQNUHCDQRSNCDKHUDQSGDR@LDRDQUHBD

8NTQQDONQSHMFSNNKRRGNTKC@HCdMNSDMBTLADQmXNT
6GDSGDQXNTQDSQXHMFSNDU@KT@SDSHBJDS@FDNQHMBHCDMSRAX

22 Choosing the Right ITSM Solution

 Chapter 3: Consolidating multiple help desks

Preparing for the culture clash

RLDMSHNMDCD@QKHDQBNMRNKHC@SHNMQD@KHFMRQDRNTQBDRODNOKDOQNBDRRDR@MCSDBGMNKNFX 6NQJHMFNMSGDOQNBDRRDR

@MCSDBGMNKNFXVHKKRDDLKHJD@MD@RXS@RJVGDMBNLO@QDCVHSGSGDDNQSQDPTHQDCSNTMHEXLTKSHOKD(3RTOONQSSD@LR
8NTQD@RJHMFBTKSTQDRSG@S@QDNDM@SNCCRSNBNLDSNFDSGDQmODNOKDVGNL@XADBNLENQS@AKDVHSGSGDRS@STRPTN

When positioned properly, this can present an opportunity for you to rally the troops around a common cause. You may
ADRTQOQHRDCSNKD@QMSG@SSGDXVDQD@V@QDNESGDRXRSDLRRGNQSBNLHMFR@MC@QDD@FDQSNQDLDCXSGDL

6G@SDKRDL@XANKRSDQXNTQDNQSR

> 1DOQDRDMS@SHNM(MUNKUDJDXQDOQDRDMS@SHUDREQNLD@BGSD@LSNGDKODU@KT@SDSGDMDVRXRSDL -NSNMKXVHKKHSGDKO

VHSGHLOKDLDMS@SHNMHSL@XOQNLNSDBQNRRSD@L@BBDOS@MBDNESGDMDVRNKTSHNM

> ITIL:1DF@QCKDRRNEGNVXNTEDDK@ANTS(3(+HSB@MAD@MDDBSHUDLDCH@SNQENQMDTSQ@KHYHMFSGDHMDUHS@AKDBNMHBS

@QNTMCVGNRDRDQUHBDL@M@FDLDMS@OOQN@BGHRADRS (SL@XADTRDETKSNQDUHRHSSGDQRSANNJ2DQUHBD2SQ@SDFXSN
DMRTQDSGDRNKTSHNMXNTBGNNRDHR@KHFMDCVHSGATRHMDRRNAIDBSHUDR (3(+QDBNLLDMCRSG@S@RXRSDLLDDSNE
your mandatory requirements.

> 1@OHCCDOKNXLDMS'NODETKKXXNTUDATHKSTORHFMHB@MSLNLDMSTL@MCFNNCVHKKCTQHMFSGDDU@KT@SHNMOQNBDRR

3@JD@CU@MS@FDNESG@SSNCDOKNXSGDQRSOG@RDNEXNTQOQNIDBSPTHBJKX ,@MXNQF@MHY@SHNMRRS@QSAXTMHEXHMF
QRSKHMD@FDMSSD@LR@MC@RRNBH@SDCOQNBDRRDRmANSGSNRODDCCDOKNXLDMS@MCOQNUHCD@OK@SENQLSNSDRSSGD
HMSDFQ@SHNMLNCDK

Choosing the Right ITSM Solution 23

Customer Insights

Five tips for good communication:

2SQDRRSGDNTSBNLD,@JDRTQDDUDQXNMDTMCDQRS@MCRVGXXNTQDHLOKDLDMSHMF@MDV
1 RNKTSHNM@MCVG@SSGDDWODBSDCNTSBNLDHRENQSGDVGNKDNQF@MHY@SHNM #NMSVNQQX@ANTS
NUDQBNLLTMHB@SHMF (SRUHS@KSG@SDUDQXNMDTMCDQRS@MCR@MCBG@LOHNMRXNTQOK@M

*DDOHSMDTSQ@K1DLDLADQSG@SXNTQDDLA@QJHMFNMSGHRINTQMDXENQSGDFQD@SDQFNNCNESGD
2 NQF@MHY@SHNM@MCSG@SDUDQXNMDOK@XR@QNKD 4RHMFMDTSQ@KK@MFT@FDVHKKOQNLNSD@BBDOS@MBD

BJMNVKDCFDRSQDMFSGR"NLLTMHB@SDSGDADRSOQ@BSHBDRXNTUDQDS@HMDCEQNLD@BGFQNTOHM
3 SGDBNMRNKHC@SHNM 3G@SVHKKG@UD@ONVDQETKDDBSNMENRSDQHMFRG@QDCNVMDQRGHO

(MUHSDQDFTK@QEDDCA@BJ#NMSNUDQKNNJSGDVD@JMDRRDRSG@SGDQ@KCOQNIDBSE@HKTQD 2NKHBHSEDDC
4 A@BJNM@QNTSHMDA@RHR

"DKDAQ@SDSNFDSGDQ(EONRRHAKDBDKDAQ@SDK@TMBGC@X@R@FQNTO 3QXSNHMBKTCDQDLNSDSD@LR

5 UH@UHCDN

24 Choosing the Right ITSM Solution

 Chapter 3: Consolidating multiple help desks

Housekeeping and inventory

Consolidation is the perfect time to take care of any housekeeping you may
have been avoiding. 3G@SHMBKTCDRBKD@MHMFTODWBDRRC@S@@MCB@S@KNFTHMFUDMCNQR@MCSGHQCO@QSHDR 8NTLHFGSAD
RTQOQHRDCSNMCXNTG@UDLTKSHOKDUDMCNQROQNUHCHMFRHLHK@QHEMNSSGDR@LDRDQUHBDR

8NTKKV@MSSNS@JD@SGNQNTFGHMUDMSNQXNEXNTQDWSDQM@KQDK@SHNMRGHOR@RSGDXL@XRTOONQSDRRDMSH@KBNMFTQ@SHNMC@S@@MC
OQNBDRRDR $MRTQDSG@SSGDRXRSDLXNTBGNNRDB@MGDKORTOONQSSGHRDBNRXRSDL@MCDMENQBDBNMSQ@BSRSG@SXNTL@X@KQD@CX
G@UDHMOK@BDVHSGSGDRDNQF@MHY@SHNMR

Choosing the Right ITSM Solution 25

Remember the nuts and bolts

While a centralized help desk will enable new levels of eciency and
convenience, youll need to ensure you have the logistics covered.
This includes:

'NTQRNENODQ@SHNM As you may be responsible for 1DCTMC@MBX@MCA@BJTO6HSG@TMHDCRNKTSHNMHM

RDQUHBDCDKHUDQXHMLTKSHOKDSHLDYNMDRMNVXNTKKV@MS OK@BDXNTB@MQDUDKHMXNTQRTBBDRR@SG@UHMFNMD
SNDU@KT@SDVGDMXNTQOD@JKN@CRNBBTQ@MCGNVSN team, one phone number, one set of processes, and
@BBNLLNC@SDRGHO@SSDQMR@MCBNUDQ@FD "@MSGDMDV NMDRNV@QDRXRSDLSNL@M@FD 3G@S@KRNLD@MRNMD
RXRSDLRTOONQS@KKSGDSHLDYNMDRMDDCDC,@JDRTQD ONHMSNEE@HKTQD -NVSGDQD@QDGHFGDQQHRJR@RRNBH@SDC
XNTQD@AKDSNLNCDK@MCDMENQBDBNLOKDW2DQUHBD+DUDK VHSG@RXRSDLE@HKTQDNQAQD@BGmUTKMDQ@AHKHSHDRSG@S
FQDDLDMSRSNN @DBSATRHMDRRBNMSHMTHSX 3NSG@SDMCHSRUHS@KSN
G@UDNMDQDCTMC@MBX@MCA@BJTORXRSDLHMOK@BD

,TKSHK@MFT@FDRTOONQS(EXNTQDBNMRNKHC@SHMFLTKSHOKD
GDKOCDRJRXRSDLR@MCSD@LRSG@SVDQDKNB@SDCHM
CHDQDMSBNTMSQHDRXNTKKMDDC@RXRSDLSG@SB@M
RTOONQSLTKSHOKDK@MFT@FDR

26 Choosing the Right ITSM Solution

 Chapter 3: Consolidating multiple help desks

Application Checklist
As you set out to evaluate new tools, youll want
TOKEEPTHEFOLLOWINGQUESTIONSTOPOFMIND

#NDRSGDRNKTSHNM
,DDSXNTQBNLAHMDCOQNBDRR@MCHMEQ@RSQTBSTQ@KQDPTHQDLDMSR
KHFM(3(+ADRSOQ@BSHBDR
.DQSGDRB@K@AHKHSXSNRTOONQS@BNMRNKHC@SDCSD@L@MCGD@CQNNLENQ
FQNVSG
#DLNMRSQ@SDC@S@HMSDFQ@SHNMB@O@AHKHSHDR
2TOONQSLTKSHOKDSHLDYNMDB@O@AHKHSHDR
BBNLLNC@SD@CU@MBDC2DQUHBD+DUDK,@M@FDLDMS
$M@AKDRDKERDQUHBDONQS@KB@O@AHKHSHDRHMKNB@KK@MFT@FDRVGDQDMDDCDC
2TOONQSLTKSHK@MFT@FDB@O@AHKHSHDR
/QNUHCDUDMCNQRTOONQS@BQNRRFDNFQ@OGHDR
/QNUHCDO@QSMDQRTOONQS@BQNRRFDNFQ@OGHDR

Choosing the Right ITSM Solution 27

Additional resources
"NMRNKHC@SHNMHR@MHMUNKUDCTMCDQS@JHMFQDPTHQHMF@RXRSDLSG@SB@MRXMSGDRHYDCHRO@Q@SDOQNBDRRDRHMEQ@RSQTBSTQDQDPTHQDLDMSR@MCADRS
OQ@BSHBDR 6DUDBNLOHKDC@RGNQSKHRSNEQDRNTQBDRSNGDKOXNTDWSDMCXNTQQDRD@QBGENQ@B@O@AKD(32,RNKTSHNM

MarketScope for the IT Asset Management Repository

+D@QM@ANTS(3@RRDSL@M@FDLDMSRNKTSHNMRS@QFDSDC@SLHCRHYD@MCK@QFDDMSDQOQHRDRHM&@QSMDQR,@QJDS2BNOD

Understanding ITIL Service Portfolio Management and the Service Catalog

1D@C@ANTSSGD(3(+5DQRHNM5@OOQN@BGSNRDQUHBDONQSENKHNL@M@FDLDMS

.MOQDLHRDNQNMCDL@MC!,"1DLDCXNDQRBNLOKDSD(32,RNKTSHNMR +D@QMLNQD@S

www.bmc.com/itsm

28 Choosing the Right ITSM Solution

Chapter 4: Managing mature,
super-complex environments
As organizations grow in scale or complexity, so too does the burden of supporting
existing IT systemso$en exponentially. If this sounds like your situation, you may
long for the days when you could actually count the number of critical systems you
supported. Perhaps you could even see and touch all the machines in your control.

8NTQNQF@MHY@SHNMNVMDC@MCL@M@FDCDUDQXSGHMFSGDM -NVXNTQD 8NTL@XADBG@QFDCVHSGOQNUHCHMF(3RTOONQSRDQUHBDRSNNSGDQ

A@K@MBHMFSGDBNLOKDWHSHDRNE NQF@MHY@SHNMRSNN 3G@SLD@MRLNQDK@XDQRNEBNLOKDWHSXSN
> 'XAQHCDMUHQNMLDMSRVHSGSGNTR@MCRNEOGXRHB@KUHQST@K@MC > 2TOONQSMTLDQNTRBTRSNLDQR
cloud systems
> ,D@RTQD@MCBG@QFDENQRDQUHBDCDKHUDQX
> +@QFDFDNFQ@OGHB@KKXCHUDQRDLTKSHRJHKKDCRTOONQSSD@LR
> ,DDS(3(+@MC(2.@BBQDCHS@SHNM
> Increased end user expectations
4MQ@UDKHMFXNTQNQF@MHY@SHNMEQNLRTBG@RNOGHRSHB@SDCMDSVNQJ
> (MSQHB@SD@MCMT@MBDC2DQUHBD+DUDK FQDDLDMSR2+ R
laden with dependencies requires careful orchestration.
> ,TKSHOKDRXRSDLRL@M@FDLDMSOK@SENQLR

Choosing the Right ITSM Solution 29

2EDAGS

If your current ITSM system is falling down on the job, youll likely
recognize one of more of these warning signs:

> 8NTQTRDQRB@MSBNQQDK@SDRTOONQSOQNBDRRDRSNATRHMDRRRDQUHBDR

> 2XRSDLOQNBDRRDR@QDE@KKHMFRGNQSNEADRSOQ@BSHBDFTHCDKHMDR

> 8NTQDTM@AKDSNRG@ODXNTQ2+ RSNLDDSATRHMDRRQDPTHQDLDMSR

> 8NTQRXRSDLB@MSB@OSTQDXNTQ@OOQNU@KROQNBDRR

> 8NTQRXRSDLQDPTHQDREQ@FLDMSDC@MCNQOQDB@QHNTRHMSDFQ@SHNMR

30 Choosing the Right ITSM Solution

 Chapter 4: Managing mature, super-complex environments

ITIL to the rescue

Chances are youre familiar with the myriad best practices and standards
at your disposal.&THCDKHMDRSG@SLHFGSG@UDRDDLDCSNNOQNBDRRHMSDMRDNQATQCDMRNLDVGDMXNTVDQD@RL@KKDQKDRR
BNLOKDWNQF@MHY@SHNML@XADITRSVG@SXNTMDDCMNV 3GHRHMBKTCDR(3(+

BNLLNMNAIDBSHNMSN(3(+HLOKDLDMS@SHNMRSDLREQNLSGDADKHDESG@SSGDNQF@MHY@SHNMHRSNNBNLOKDWmSNNTMHPTDNQRODBH@KHYDCmSN
ADMDSEQNLADRSOQ@BSHBDRSG@SG@UDADDMCQ@DC@MCRS@MC@QCHYDCAXNSGDQATRHMDRRDR 3G@SRVGDMHSRHLONQS@MSSNQDLDLADQSG@S
SGDX@QDFTHCDKHMDRLD@MSSNOQNUHCDXNTVHSG@RS@QSHMFONHMS 4RDSGDL@R@AKTDOQHMSSN@CITRS@BBNQCHMFSNSGDMDDCRNEXNTQATRHMDRR

(EXNTQD@RDQUHBDOQNUHCDQ(3(+@MC(2.@BBQDCHS@SHNMB@MBDQS@HMKXANNRSXNTQBQDCHAHKHSX@KKNVHMFXNTSNBNLODSDLNQDDDBSHUDKX@MC

CDKHUDQXNTQRDQUHBDR@BQNRRLTKSHOKDBNLOKDWDMUHQNMLDMSR

.TQ@CUHBDSNXNTLHQQNQRSGDBNTMRDKVDRG@QDVHSGQRSSHLDQR "GNNRD@M(32,RNKTSHNMSG@SBKD@QKXCDLNMRSQ@SDRSG@SHS@KHFMRVHSG

@MCTMCDQOHMR(3(+FTHCDKHMDR 3GNRDADRSOQ@BSHBDRRGNTKCG@UDRG@ODCDUDQX@RODBSNEHSRCDRHFM@MCNODQ@SHNMR 3GDM@CNOSSGD
QDBNLLDMC@SHNMRSG@SVHKKL@JDXNTQ(3RTOONQSOQNBDRRDRLNQDQNATRSBNMRHRSDMS@MCDBHDMS

Choosing the Right ITSM Solution 31

Supporting the business

In a complex environment, it can be dicult to see the bigger picture.

(32,QDUNKUDR@QNTMCBQD@SHMFRDQUHBDRSG@SLDDSSGDQDPTHQDLDMSRNESGDATRHMDRR 3GTRXNTMDDCSNTMCDQRS@MC
SGNRDQDPTHQDLDMSRADENQDCDKUHMFHMSN@RRDRRVGDSGDQXNTQRXRSDLmNQ@OHDBDNEXNTQRXRSDLmHR@BST@KKX
RTOONQSHMFSGDL

6G@SB@MGDKO

".!(33GD".!(3EQ@LDVNQJB@MGDKOXNTL@OSGDBQHSHB@KCDODMCDMBHDRSG@SL@MXATRHMDRR
OQNBDRRDRG@UDNM(3 .MBDXNTQRTOONQSSD@LRTMCDQRS@MCSGDATRHMDRRHLO@BSNESGDHQSNNKR
SGDXQD@AKDSNL@JDADSSDQANSSNLKHMDCDBHRHNMR

",#! BNMFTQ@SHNML@M@FDLDMSC@S@A@RD",#!@KKNVRXNTSNEDCDQ@SDC@S@HMSN@RHMFKD
KNFHB@KC@S@RSNQDJDDOHMFSGDHMENQL@SHNMTOSNC@SD 3G@SV@XXNTB@M@TSNL@SDSGDCHRBNUDQX@MC
L@HMSDM@MBDNEXNTQ(3C@S@ 8NTDMCTOVHSG@ADSSDQUHDVNEXNTQSDBGMNKNFXBNLONMDMSR@MCSGDHQ
BNMMDBSHNMRVGHBGRGNTKCGDKOXNTOQNUHCDADSSDQRDQUHBD@MCCDBHRHNMRTOONQSSNSGDATRHMDRR

,TKSHSDM@MBX6GDSGDQXNTQD@K@QFDNQF@MHY@SHNMVHSGRDUDQ@KCHUDQRDATRHMDRRTMHSRNQ@RDQUHBD
OQNUHCDQRTOONQSHMFCHRSHMBSBTRSNLDQRDSRXNTL@XMDDCSNRDFLDMSXNTQRTOONQS@BSHUHSHDRNM@RHMFKD
OK@SENQL 8NTQ(32,RNKTSHNMRGNTKCRTOONQSLTKSHSDM@MBX@RRGNTKCHSR",#!RNSG@S@RHMFKD
RNV@QDHMRS@MBDB@MRDBTQDKXRDQUHBDLTKSHOKDHMSDQM@KNQDWSDQM@KBKHDMSR

32 Choosing the Right ITSM Solution

 Chapter 4: Managing mature, super-complex environments

Beyond integration: RBA

A relatively new capability, Run Book Automation (RBA) allows IT depart-

ments to orchestrate, integrate, and automate operational processes across
multiple data, departmental and application silos.1@SGDQSG@MBNMSHMTHMFSN@OODMCCHRO@Q@SD
L@M@FDLDMS@OOKHB@SHNMRSNXNTQ(32,RNKTSHNMXNTB@MSTQMSN1! (SNDQR@LNQDRNOGHRSHB@SDC@MCRB@K@AKDOK@SENQLSN
RTOONQSBNLOKDW@TSNL@SHNMS@RJR

(CD@KKX1! B@MDKHLHM@SDLTBGNESGDQDCTMC@MSL@MT@KVNQJD@SHMFTOXNTQ@FDMSRSHLD@KKNVHMFSGDLSNENBTRNMLNQD

ATRHMDRRBQHSHB@KS@RJR (MCDDC&@QSMDQRDDRHS@R@SNNKSG@SDM@AKDR(3NODQ@SHNMRSNQTMLNQDKHJD@ATRHMDRRCDKHUDQHMF
BNMRHRSDMSGHFGDQPT@KHSXBNRSDDBSHUDRDQUHBDR

Choosing the Right ITSM Solution 33

Customer Insights

Five tips for service alignment:

2DQUHBDLNCDKRL@SSDQ.MBDXNTQNQF@MHY@SHNMG@RQD@BGDC@BDQS@HMKDUDKNEBNLOKDWHSX@MC
1 NQF@MHY@SHNM@KRB@KDXNTB@MSHFMNQDSGDADMDSRNE@RDQUHBDLNCDK@MC",#! 4KSHL@SDKXXNTV@MS
SNDMRTQDSG@SDUDQXNMDTMCDQRS@MCRSGDATRHMDRRNAIDBSHUDR@MCGNVSGDRXRSDLRSGDXL@M@FD
RTOONQSSGNRDNAIDBSHUDR

2DQUHBDLNCDKTAHPTHSX,@JDRTQDSG@SDUDQXBNLONMDMSNESGD(32,RNKTSHNMXNTBGNNRD@BBDRRDR
2 @MCTRDRC@S@EQNLSGDRDQUHBDLNCDKRSQTBSTQD O@QSH@KRNKTSHNMVHKKRDSXNTA@BJ

,NCDKHMFRDQUHBDRHRMSL@FHB TSNL@SDCCHRBNUDQX@MCL@OOHMFRNKTSHNMRVHKKL@JDLNCDKHMFXNTQ
3 (3HMEQ@RSQTBSTQDKDRRS@WHMF 'NVDUDQCNADOQDO@QDCSNQNKKTOXNTQRKDDUDRSNBNQQDK@SDXNTQ
RXRSDLR@MCRDQUHBDRGNVDUDQ

2S@QSFQ@CT@KKX(ERDQUHBDLNCDKHMF@MC",#!@QDMDVSNXNTQNQF@MHY@SHNMENBTRNMSGDUDLNRS
4 RHFMHB@MSATRHMDRRRDQUHBDRXNTRTOONQS@MCKD@QMGNVRDQUHBDLNCDKHMFVNQJRHMXNTQDMUHQNMLDMS

1DFTK@QSQ@HMHMF$LONVDQXNTQ(3RTOONQSSD@LRAXDCTB@SHMFSGDLNMSGDRHFMHB@MBDNED@BGNE
5 SGDATRHMDRRRDQUHBDRXNTRTOONQS 'DKOSGDLTMCDQRS@MCSGDQHFGSK@MFT@FDSNTRD@MCL@JDRTQD
XNTQDEQDRGSQ@HMHMFNOONQSTMHSHDRNM@QDFTK@QA@RHR

34 Choosing the Right ITSM Solution

 Chapter 4: Managing mature, super-complex environments

3TANGANDAPPROVALS

Complex environments o$en require complex stang

structuresmodels that many ITSM solutions fail to support.6GDMXNTQD
L@M@FHMFLTKSHOKDSD@LRVHSGCHUDQRDRJHKKR@MCNODQ@SHMFGNTQRHMU@QHNTRKNB@SHNMRXNTMDDCLNQDSG@M@RHLOKD
SHDQDCRS@MFLNCDK "@MXNTQCDRHQDCRNKTSHNMRTOONQSSGDRDQDPTHQDLDMSRDMRTQHMF(3RTOONQSQDPTDRSR@QDRSHKK
QNTSDCDDBSHUDKX

$PT@KKXBNLOKHB@SDCSGD@OOQNU@KROQNBDRRQDPTHQDR@MTMCDQRS@MCHMFNEVGNG@RSGD@TSGNQHSXSN@OOQNUD@QDPTDRSNQ
BG@MFDHM@MDMUHQNMLDMS@LHCMTLDQNTRRXRSDLR@MCRS@JDGNKCDQR 8NTQRXRSDLRGNTKCGDKOXNTRSQD@LKHMDSGD
OQ@BSHBDRTOONQSHMF@TSNL@SHBF@SHMF@MCOQNBDRR@OOQNU@KR

Choosing the Right ITSM Solution 35

From SLAs to Service Level Management

There may have been a time when basic SLA management served your
organization well. -NV@RXNTQRTOONQSSD@LRG@UDFQNVM@MCXNTQMDSVNQJNESGHQCO@QSXRTOOKHDQRG@RDWO@MCDC
@LNQDRNOGHRSHB@SDC@OOQN@BGHRV@QQ@MSDC $MSDQ2DQUHBD+DUDK,@M@FDLDMS2+,

2+,HMBKTCDRRNLDNESGDLNRSDRRDMSH@KOQNBDRRDRHMSGD(3(+EQ@LDVNQJHMBKTCHMF
> (CDMSHEXHMF(3RDQUHBDR@MCRDQUHBDQDPTHQDLDMSR
> #DMHMFATHKCHMF@MCL@M@FHMFSGD(32DQUHBD"@S@KNF
> #DMHMFATHKCHMF@MCMDFNSH@SHMF2DQUHBD+DUDK FQDDLDMSR2+ R
> #DMHMFATHKCHMF@[email protected]@SHNM@K+DUDK FQDDLDMSR.+ R
> (CDMSHEXHMF4MCDQOHMMHMF"NMSQ@BSRDQUHBDQDPTHQDLDMSR4"R
> ,NMHSNQHMF@MCL@M@FHMF2+ R.+ R@MC4"R
> (MHSH@SHMFRDQUHBDHLOQNUDLDMS@BSHNMR
> /QNUHCHMFL@M@FDLDMSHMENQL@SHNM@ANTS2+,PT@KHSX@MCNODQ@SHNMR

RXNTDU@KT@SD(32,RNKTSHNMRLD@RTQDSGDHQOQNLHRDCODQENQL@MBD@F@HMRSSGDSNNKRSGDXG@UDSNRTOONQSSGD@ENQDLDM
SHNMDCOQNBDRRDR 8NTQBGNHBDRGNTKC@KKNVXNTSNL@M@FDSGDDMSHQD2+,KHEDBXBKDOQNBDRRmEQNLRDQUHBDCDRHFMSNQDSHQDLDMS

36 Choosing the Right ITSM Solution

 Chapter 4: Managing mature, super-complex environments

Moving from reporting to analytics

For simple environments, basic ITIL reporting metrics yield

sucient data to understand support performance. %NQLNQDBNLOKDW
RHST@SHNMRXNTKKV@MSSNKNNJCDDODQSG@MLD@MSHLDSNQDO@HQ,331LHRRDCB@KKRRS@STQMNUDQDSB
8NTMDDCSNTMCDQRS@MC@MCNOSHLHYDSGDDDBSHUDMDRRNEXNTQOQNBDRRDR@MCSD@LR 'NVCNXNT
DU@KT@SDMDVQDK@SHNMRGHOR@MCCQ@VBNQQDK@SHNMRTRHMFSGDHMENQL@SHNMGNTRDCHMLTKSHOKDRXRSDLR
L@M@FDLDMSOK@SENQLR3GHRHRVGDQDSGDLNQDRNOGHRSHB@SDC@OOKHB@SHNMNE@M@KXSHBRBNLDRHMSNOK@X

M@KXSHBR@KKNVXNTSNRSTCXO@SSDQMR@MCC@S@@ANTSSGDRDQUHBDGDKOHMFXNTHCDMSHEXV@XRSNRSQD@L
line and automate operations.

Choosing the Right ITSM Solution 37

Application Checklist
As you set out to evaluate new tools, youll want
TOKEEPTHEFOLLOWINGQUESTIONSTOPOFMIND

#NDRSGDRNKTSHNM
.DQRB@K@AHKHSXHMRXRSDLODQENQL@MBDRXRSDLCDOKNXLDMS
@MCRSNQ@FD
#DKHUDQBNLOQDGDMRHUD@MCHMCDOSG(3(+@KHFMLDMS@MCBDQSHB@
SHNM@BQNRRLTKSHOKDOQNBDRRDR
2TOONQSBDMSQ@KHYDCHMSDFQ@SHNM@MCNQBGDRSQ@SHNMSDBGMNKNFX
H D 1! 
KKNVRDQUHBDLNCDKHMF@MCRNOGHRSHB@SDC",#!HMSDFQ@SHNM
/QNUHCD@M@OOQNU@KRRTARXRSDL
.DQETKK2DQUHBD+DUDK,@M@FDLDMSB@O@AHKHSX
$M@AKDBNMFTQ@AKDVNQJNVR@MCRXRSDLDWSDMRHAHKHSX
#DLNMRSQ@SDCNL@HMDWODQHDMBDHMBNLOKDWDMUHQNMLDMSR
"NLDVHSGBNLOQDGDMRHUDQDONQSHMF@MC@M@KXSHBRB@O@AHKHSHDR
2TOONQSLTKSHSDM@MSC@S@@MCOQNBDRRB@O@AHKHSHDR

38 Choosing the Right ITSM Solution

 Chapter 4: Managing mature, super-complex environments

Additional resources
3GDLNQDBNLOKDWXNTQ(3DMUHQNMLDMSSGDLNQDKHLHSDCXNTKKMCSGDK@MCRB@ODNERTHS@AKD(32,BGNHBDR 6DUDGNMDCHMNM@EDVQDRNTQBDRSG@SRGNTKCGDKOXNTRSQD@LKHMD
XNTQQDUHDV

The Top Ten Business Service Management Principles: How CIOs and IT Can Drive Business Value
3GDSNOSDMATRHMDRRRDQUHBDL@M@FDLDMSOQHMBHOKDR1D@C@ANTSSGDLGDQD

Architectural Foundations for Next-Generation Service Design and Delivery: A Look at BMCs Atrium in Market Context
+D@QM@ANTSSGDGHFGKDUDKBNQDENTMC@SHNMRNEMDWSFDMDQ@SHNMRDQUHBDL@M@FDLDMS@QBGHSDBSTQDR@KNMFVHSGSGDHQADMDSR@MCCDRHFMBNLONMDMSRHMSGHR$MSDQOQHRD,@M@FD
LDMS RRNBH@SDRtQDONQS

TechRadar For I&O Professionals: IT Service Management Processes, Q1 2012

%NQQDRSDQRQDONQSENBTRDRNMSGDJDX(32,OQNBDRRDRHMEQ@RSQTBSTQD@MCNODQ@SHNMROQNEDRRHNM@KRLTRSHLOQNUDSNNODQ@SDHMSGDMDVLNCDKNE(3@MCSNOQNUHCD(3@R@RDQUHBD

.MOQDLHRDNQNMCDL@MC!,"1DLDCXNDQRBNLOKDSD(32,RNKTSHNMR +D@QMLNQD@S

www.bmc.com/itsm

Choosing the Right ITSM Solution 39

Chapter 5: Supporting
the cloud
Theres a strong pull today to move IT services to the cloud. Its no
surprise when you consider the cost savings associated with using
OPI (Other Peoples Infrastructure).

3GDRDHMHSH@SHUDRTRT@KKXBNLDVHSGRODBHBS@QFDSR %NQDW@LOKDXNTL@XG@UD@L@MC@SDSG@SNEXNTQNQF@MHY@SHNMR

BQHSHB@K@OOKHB@SHNMRSQTBSTQDBNLDEQNLSGDBKNTCAX ,DDSHMFSGDRDS@QFDSRB@MAD@BG@KKDMFD@RXNT@QDQDPTHQDCSN
RTOONQSDMUHQNMLDMSRVGDQDXNTMNKNMFDQG@UDCHQDBSBNMSQNKNESGDTMCDQKXHMFHMEQ@RSQTBSTQD

,NUHMFSNSGDBKNTCLD@MRLNUHMFSNSGDQNKDNERDQUHBDBNNQCHM@SNQVGHKDRTOONQSHMFLNQDSQ@CHSHNM@KRDQUHBDR 8NTQOQNBDRRDR

@MC@RRNBH@SDC(3RDQUHBDRL@XMNSVNQJHMSGHRMDVEQ@LDVNQJ 3G@SKD@UDRXNTVHSG@MDV@RRHFMLDMSSNQDDU@KT@SDXNTQ
BTQQDMS@OOQN@BGSN(3RDQUHBDL@M@FDLDMS

40 Choosing the Right ITSM Solution

 Chapter 5: Supporting the cloud

SaaS and the cloud: key challenges

The benets of deploying applications using the so$ware as a service

(SaaS) model are well documented. !TSVG@S@ANTSSGDOHSE@KKR6GDM@SGHQCO@QSXGNRSR
@MCL@M@FDRBQHSHB@KATRHMDRRRXRSDLRSGD(3RTOONQSETMBSHNMVHKKE@BDMDVBG@KKDMFDR@MC(32,QDPTHQDLDMSR
These include:

$WODBS@SHNMR8NTL@XG@UDNTSRNTQBDCBNMSQNKNEXNTQHMEQ@RSQTBSTQDATSXNTQTRDQRCNMSRDDHSSG@SV@X 3GDHQ

DWODBS@SHNMRNEXNTQRTOONQSRDQUHBDRQDL@HMSGDR@LDQDF@QCKDRRNENVMDQRGHO

2TOONQSBNMSQ@BSR$RS@AKHRGHMF@MCDMENQBHMFDWSDQM@KRTOONQSBNMSQ@BSRVHSGXNTQ2@@2@MCNQBKNTCUDMCNQRL@XAD
SQHBJX@SSHLDR 2NLDUDMCNQRL@XADTMVHKKHMFSNOTAKHRGSGDHQRDQUHBDKDUDK@FQDDLDMSR2+ RNQBNLLHSSNODQENQ
L@MBDKDUDKRBNMSQ@BST@KKX 2TBGCDBHSRB@MOQDRDMSQD@KOQNAKDLRVGDMHSBNLDRSHLDSN@KHFMXNTQRDQUHBDKDUDKR
with the business.

1NKDR@MCQDRONMRHAHKHSHDR(SRHLONQS@MSSNCDMD@MCRG@QDQDRONMRHAHKHSXENQRTOONQSOQNBDRRDRVHSGXNTQUDMCNQR
D@QKXNM %NQDW@LOKDVGNVHKKL@M@FDBG@MFDRSNSGDBKNTC6GNHRQDRONMRHAKDENQMNSHEXHMFSGDNQF@MHY@SHNMNE
SGNRDBG@MFDR2NQSSG@SNTSTOEQNMS@MCXNTKKLHSHF@SDBNMETRHNM@MCQDCTMC@MBXK@SDQ

5HQST@KATRHMDRRRDQUHBDR2DQUHMFSGDATRHMDRRQDPTHQDRSG@SXNTQ@FDMSRTMCDQRS@MCGNVBTRSNLDQ@OOKHB@SHNMR@QD
CDKHUDQDCTRHMF2@@2NQSGDBKNTC 2DQUHBDLNCDKHMFVHKKGDKOXNTCDMDSGDRDRDQUHBDR@MCB@O@AHKHSHDROQNLNSD
communication, and facilitate acceptance.

Choosing the Right ITSM Solution 41

Revisiting Service Level Management

Supporting ITIL-recommended SLAs, OLAs, and underpinning contracts

may have felt like an unproductive use of your time in the past. With the cloud on
XNTQGNQHYNMXNTB@MMNKNMFDQ@UNHC2DQUHBD+DUDK,@M@FDLDMS2+, 8NTMDDCSNQDKXNMHS

8NTQRDQUHBDRVHKKMNVCDODMCNMRDUDQ@KHMSDQBNMMDBSDCBNLONMDMSRRNTQBDCHMSDQM@KKX@MCDWSDQM@KKX 6HSG@M(32,RNKTSHNM

SG@SE@BHKHS@SDRDDBSHUD2+,XNTB@M
> Understand the interdependencies
> "QD@SD@BBNTMS@AKD2+ RVHSGSGHQCO@QSXOQNUHCDQR@MCSGDATRHMDRR
> ,NMHSNQDUDQXSGHMFSNDMRTQD2+ R@QDADHMFLDS

42 Choosing the Right ITSM Solution

 Chapter 5: Supporting the cloud

Customer Insights

Five tips for avoiding disaster:

BBDOSSGDHMDUHS@AKD (3OQNBTQDLDMSSQ@HMHMF (3RTOONQSSQ@HMHMF Open your door: Update the support

(MBQD@RHMFKXMNM(3 'NRS@SQ@HMHMFBNTQRD 'NKC@BNTQRDENQMNM(3 .MBDXNTUDVQ@OODC team: *DDOXNTQSD@L
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expertise into the OQNBDRR@DQXNTUD their queue alert them
process as early held the class. before you do.
as possible.

Choosing the Right ITSM Solution 43

Communicating and documenting

As your role evolves, youll become the interface between your

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44 Choosing the Right ITSM Solution

 Chapter 5: Supporting the cloud

Sharing help desk records

Help desks o$en share records, especially in outsourced environments. In a cloud

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@MC@OOKXSGDR@LDENBTRSNXNTQ2@@2@MCBKNTCUDMCNQR

Choosing the Right ITSM Solution 45

Enforcing supplier accountability

Its inevitable that your day will be partly consumed by managing and
responding to your suppliers.#NMSKDSSGHRNUDQRG@CNVSGDHLONQS@MBDNELNMHSNQHMFSGDHQKNMFDQSDQL
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KTSHNMR@BGHDUDCNMSHLD@MCBTRSNLDQR@SHRE@BSHNMVHSGSGDHQ@BSHNMR

46 Choosing the Right ITSM Solution

 Chapter 5: Supporting the cloud

Application Checklist
As you set out to evaluate new tools, youll want
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Choosing the Right ITSM Solution 47

Additional resources

2@@2@MCBKNTCA@RDCRNKTSHNMR@QD@ATMC@MS@MCDUNKUHMFVGHBGB@ML@JDHSSNTFGSNJMNVVGDQDSNADFHMSGDDU@KT@SHNMOQNBDRR 6DUDHMBKTCDC@EDVQDRNTQBDR

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Top 10 reasons SaaS is here to stay

%HMCNTSVGX)DDQX*@OK@ML@M@FHMFCHQDBSNQNE3'(-*2SQ@SDFHDRSGHMJR2@@2HRGDQDSNRS@X

BMC: Leads with an Integrated On-Premise and SaaS Strategy

1D@C/S@J-NDK RRNBH@SDR@RRDRRLDMSNEVGX!,"KD@CRVHSG@MHMSDFQ@SDCNMOQDLHRD@MC2@@2RSQ@SDFX

"NMRHCDQHMFSGDBKNTC3@JD@KNNJ@S!,"R1DLDCXENQBDRNKTSHNM

www.bmc.com/remedyforce

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www.bmc.com/ondemand

48 Choosing the Right ITSM Solution

BUSINESS RUNS ON IT. IT RUNS ON BMC SOFTWARE.
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