Organizations

Introducing the ITIL Software Selection Accelerator
The ITIL Software Selection Accelerator is a solution accelerator that enables consultants to support their clients in their selection and evaluation process.  
Find out how this powerful tool helps organizations select optimal ITSM software tailored to their specific needs and use cases, using ITIL-aligned criteria.  
Why ITIL Software Selection Accelerator?
Pre-built assessment criteria
Extensive ready-to-use criteria based on the Accredited Tool Vendor (ATV) model with examples of organization-specific requirements.
Flexible evaluation structure
Dimensions, groups, and criteria can be easily tailored to specific organizational needs.
Configurable scoring model
Adjustable response options and weighting enable customized, transparent, and consistent scoring.
ITIL Software Selection Accelerator
Accelerates solution selection by providing ready-to-use, comprehensive assessment model
Strengthens customer confidence by using ITIL-based evaluation aligned with globally recognized best practices
Improves decision making through consistent, comparable, and transparent evaluation
Adapts to client-specific needs by combining ITIL with organization-specific requirements
Software Selection across Seven Dimensions
Platform capabilities
Core technical features, configuration options, security, integrations, overall system architecture capabilities.
01
Process capabilities
Support for 20 ITIL practices covered by the Accredited Tool Vendors (ATV) assessment model, including AI capabilities.
ATV assessment model
02
Implementation services
Vendors or its implementation partners’ services supporting tool deployment, configuration and process adoption.
03
Operations and support
Solution performance, scalability, SLA commitments, backup and disaster recovery, upgrades and vendor support.
04
Software vendor profile
Vendor credibility, certifications, hosting, ecosystem and organizational stability supporting long-term viability.
05
User experience
Key user feedback on ease of use, interface design, and clarity of navigation.
06
User case validation
It helps showcase the extent to which the tool supports implementation of organization-specific end-to-end scenarios.
07

Why Software Selection Matters

5-10 years

typical solution lifetime

The typical lifetime of a software solution in an organization is between five to ten years, making software selection a decision with long-lasting organizational impact.

20-30%

typical share of costs incurred at purchase

Most costs are incurred after selection through implementation, integration, support, training, and ongoing operations. For cloud-based solutions, the upfront share is often even lower.

How it Helps Organizations Succeed 
Strengthens alignment with business goals
The accelerator ensures the solution supports real stakeholder needs and use cases. Beyond simple tool replacement, it supports value-driven improvement.
Increases stakeholder engagement and adoption
It involves stakeholders early to help define needs and priorities, while building ownership and supporting successful implementation.
Ensures decisions are evidence-based & transparent
The software selection accelerator offers a structured, reliable, and comparable evaluation approach. It enables evidence-based and defensible decision-making.
Reduces long-term risk & total cost of ownership
The tool helps avoid imbalance between best practices, organization-specific requirements, and standard tool capabilities, while supporting evolution and future scalability.
How to Make the Most of
This Solution? 
Find a consultant
Choose an Accredited Consulting Partner who can apply the ITIL Software Selection Accelerator to find the best solution for your organization while ensuring it supports your operations over the next 5-10 years.