The approach of many organisations when selecting an IT service management solution is like a game of Monopoly. They start at GO with little or no preparation and are then faced with a plethora of available tools to choose from, just like the mass of properties on the Monopoly board. They have no idea how to play the game. Selecting an ITSM tool should not be a roll of the dice.

1. #LEADit
Karen Ferris
Macanta Consulting
IT#SERVICE#MANAGEMENT#

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11. What can you afford?
What features do you need?

12. Criteria Mandatory Optional Weighting Score
Self-populating knowledge
management
Y 1
Live Chat Facility Y 1 1
Self help portal Y 5 5
Discovery tools N 3 0
TOTAL 7

13. Location, location, location!
Room for growth
Vendor credentials

14. Costs
Timeframes

18. THE RIGHT DRIVERS
STAKEHOLDER ENGAGEMENT
CAREFUL SELECTION
CAREFUL PLANNING AND
PREPARATION
ORGANISATIONAL CHANGE
PROCESS IMPROVEMENT

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20. Email: Karen.Ferris@macanta.com.au
Website: www.macanta.com.au
www.karenferris.com
Twitter: @karen_ferris
Facebook: http://www.facebook.com/MacantaConsulting
Mobile: +61 (0)425 728 498