There are many factors that impact on the value derived from ITSM tooling solutions. The cost of the solution, the maturity of underlying processes, the capability of the people working with the tool and technical implementation all combine to influence how well an organisation is served.

As most ITSM contract durations are now multi-year, decisions about suitability need to be taken well in advance of any anniversary to ensure that investment decisions are planned, with the appropriate time given to subsequent change. That change often does not necessitate a change in tool; it could mean instigating a maturity programme or investing in skills.

Xcession’s Contract Review Service provides the detailed analysis of tooling, people and process alignment to allow an organisation to make the best decision for the business. Our scoring matrix and clear recommendations provides the basis of any investment case for the remaining contract duration, and the subsequent period.