ITSM Tool Selection Success: 4 Benefits of Peer Reviews

There are many useful articles out there offering tips on how to ease the decision-making process. Perhaps one of the most common recommendations is to leverage existing customer reviews to evaluate proposed vendors.

Gartner recommends “leverage[ing] existing customer references such as end-user reviews on Peer Insights to quickly gauge satisfaction with shortlisted products and vendors” as one of the six steps to ITSM tool selection success¹.

Here are a few reasons why you should consider researching peer opinions, using a reputable review platform such as Gartner Peer Insights, when selecting your new ITSM tool.

1. Get a ‘warts and all’ perspective

---

Vendors often put their best foot forward with carefully curated case studies and references from satisfied customers. While these resources can be extremely useful, independent customer reviews can offer a wider perspective and provide insight into lessons learned from the things that did not go so well.

2. Extend your reach

---

There’s a limit to how many references you can follow up on in person. Review sites allow you to access hundreds of peer opinions with the click of a button.

3. Better metrics for comparison

---

Gartner Peer Insights offers granular metrics, allowing you to compare shortlisted vendors based on criteria such as product capabilities, overall peer rating and customer experience.

4. No hidden agendas

---

Reputable review platforms such as Gartner Peer Insights rigorously vet responses, ensuring that you only see reviews from actual customers who use the product.

¹ 6 Smart Steps to ITSM Tool Selection Success. Gartner. Chris Matchett, Rich Doheny, Kenneth Gonzalez. 24 January 2018.

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools, 27 February 2019.

Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

Back to Blog