How Do I Go about Selecting an IT Service Management Tool for My IT Organization?

PinkSELECT helps you answer that question.

The goal of PinkSELECT is to support an IT organization by providing an objective, vendor-neutral, and cost-effective methodology. In addition, it offers a set of templates for conducting a tool selection process while leveraging Pink’s vast industry experience that covers more than 40 years.

A service offered to IT organizations, PinkSELECT comprises a tool kit made up of many components used to evaluate and assess the IT service management tools deemed to be compatible with specific ITSM processes, using a systematic approach of mandatory and customized criteria.


PinkSELECT will not only find the best match for organizations by providing an end-to-end tool selection process, but will also customize it to best meet the organization’s needs. This will save time and money by decreasing the timeline to determine a tool of choice, as well as freeing people resources so they can be best utilized elsewhere. A further return-on-investment is created by finding a tool more quickly and ensuring it is aligned to meet the goals and objectives of the business. In addition, an organization will be able to leverage Pink Elephant’s vast knowledge of numerous vendors and their offerings from across the globe.

With the right IT service management tool in place, long-term benefits to be gained are cost savings and increased productivity, which in turn can lead to an increase in the quality of IT service provision.

Pink Elephant works through the development of the request for proposal (RFP), provides an analysis and a tool scoring grid, and produces written reviews on RFP responses that are based on extensive ITSM expertise. This is accomplished by using thousands of documented and detailed criteria for the following areas:

IT Asset Management
Availability Management
Capacity Management
Change Management
Continual Improvement
Configuration Management
Deployment Management
Financial Management
Identity Access Management
Incident Management
IT Operations Management
Knowledge Management
Monitoring and Alerting

Project Management
Problem Management
Release Management
Request Management
Service Catalog Management
Service Continuity Management
Service Desk
Service Level Management
Security Management
Service Portfolio Management
Service Assurance and Testing
Vendor Management
Workforce Resource Management

By using this established process and a PinkSELECT tool kit containing all necessary forms, templates, and process definitions, an organization can make an informed and accurate decision and measurably decrease the time and cost required to select a service management tool without foregoing quality.

PinkSELECT Approach

The following is a sample list of best practice requirements that organizations should consider when evaluating the functional abilities of an IT service management tool. Pink Elephant has incorporated these requirements into PinkSELECT’s RFP documentation:

  • A careful evaluation of tool requirements has been performed before selection
  • All the mandatory and desirable functional tool requirements are based on a defined IT process:
    • All mandatory requirements covered
    • The tool provides a minimum of 80% compliance for all operational requirements
    • The tool does not require extensive product customization
    • The tool supports the required ITSM processes
    • The tool satisfies current and future business requirements
  • The tool provides the required interfaces with systems management tools
  • The tool provides the required interfaces with business processes such as HR, financial, and research and development

PinkSELECT Scope

PinkSELECT provides the process, forms, templates, and analysis tools to facilitate a tool selection process and includes the following:

  • A functional requirements matrix based Pink Elephant’s consolidated experience from multiple best-practice consulting engagements. It covers: incident, problem, change, configuration and service level management, etc.
  • Tools to support the selection and weighting of functional, technology, and organizational criteria
  • Documented client specific criteria:
    • Prioritized, functional requirements matrix
    • System criteria and vendor cost sheet
    • Scoring matrix
  • Documented use case(s)
  • Template RFI/RFP document
  • Analysis and scoring grid for use by the following:
    • Selection team
  • Analysis grid to evaluate returned vendor responses and to support the final selection of the ITSM product

Outcome and Deliverables

From this engagement, your organization can expect the following:

  • Documented client-specific criteria
    • Weighted and prioritized functional requirements matrix
    • System (description) requirements and vendor cost sheet
    • Scoring matrix
  • Documented use case(s)
  • Template of a request for proposal (RFP) document
  • Analysis and scoring grid for use by the following:
    • Vendors
    • Selection team
  • A written analysis and comments on vendor responses

Request a Quote

To learn more about PinkSELECT or to get a quote, contact us at 1-888-273-PINK or