Summary
The Forrester ITSM Support Tools Functionality spreadsheet consists of three ITSM areas important for the selection of a ITSM support tool (solution overview, vendor overview and solution penetration). Inside the solution overview are a variety of ITSM functions which are typically part of a ITSM support tool implementation (depending on maturity). This model is designed to provide you with the options to weigh each functionality of your vendor according to their ability and then see how the solutions compare to each other.
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