A framework for evaluating IT service management software products
IT Service Management (ITSM) is a process-oriented management philosophy focused on providing quality IT services and aligning IT with the goals of the business. ITSM has become increasingly popular in the United States over the past few years, and is expected to become highly prevalent in most businesses in the near future.
Although ITSM is process-oriented, companies often employ software tools in order to support or automate portions of these processes. Selecting the right software tool for a certain business and IT environment is crucial, as selecting the wrong tool can carry a heavy cost, both financially and in service quality.
This thesis proposes a framework specifically designed to evaluate ITSM software products. By combining relevant aspects of current evaluation methods with an ITSM context, the focused framework will better meet the needs of companies and organizations interested in evaluating IT Service Management software products.