A part of ITSM.tools mission is to create independent product reviews of IT service management (ITSM) solutions and ancillary products. Named “ITSM.tools Solution Snapshots,” the aim is to provide the reader with as much information as possible about the ITSM tool vendor and their solution in a single document. This should save the reader time and effort when considering potential solutions. They might also consider solutions that they wouldn’t have before reading the reviews.
Any IT help desk, IT service desk, or ITSM tool vendor can get involved. The creation price includes the licensing rights to the ITSM.tools Solution Snapshot as marketing collateral, but only after the review has been written and published here on the ITSM.tools website.
The ITSM Tool Review is a “Snapshot”
It’s important to note here, that Solution Snapshots are not comparison reports. They are independent reviews, which have no direct connectivity other than sharing similar information and data points through the review template. This is because we believe that comparison reports can distract companies from what’s important to them and, in the worst-case scenarios, make decisions on parameters that aren’t actually matched to their business requirements.
Additional, Solution Snapshot reviews are based on the current tool release. This means that reviews can be updated in line with the vendor release cycle.
Here’s an example: https://itsm.tools/provance-serviceteam-itsm-enterprise-3-0/
What Do the ITSM.tools Solution Snapshots Reviews Cover?
ITSM.tools Solution Snapshots are deep dives into both the vendor and its ITSM tool. They feature a mix of clear facts and vendor statements, along with a number of ITSM.tools opinions.
The report sections are as follows:
- Company Overview
- Solution Overview – this includes key strengths, improvement opportunities, key differentiators, and product roadmap
- Solution Functionality – this covers ITSM process support, reporting and analytics, and additional capabilities of note
- Solution Technology – this covers solution architecture, solution security and scalability, as well as latest release information
- Solution Pricing and Implementation – this covers deployment, integrations, and post-sales support details
- Solution Go-To-Market Strategy – this includes things such as the partner ecosystem, as well as key customers
- Solution Summary – this includes key points and ITSM.tools’ recommendations.
All ITSM.tools Solution Snapshots will try to be equal in terms of the level of detail and opinions provided.
Here’s that example again: https://itsm.tools/provance-serviceteam-itsm-enterprise-3-0/
What Does The ITSM.tools Solution Snapshots Process Involve?
Once a vendor has confirmed that it would like to be involved in an ITSM.tools Solution Snapshot, the process is as follows:
- We discuss timelines for the creation and publication of the review
- The vendor completes an in-depth solution questionnaire
- ITSM.tools reviews the questionnaire, returning it with any queries or requests for more information
- A demo of the product is provided (depending on the level of response in the questionnaire, it’s possible that this can be a pre-recorded demo)
- An initial draft of the Solutions Snapshot is created and provided to the vendor for review/fact-check
- Additional reviews and/or calls will be arranged as necessary
- Once the vendor provides sign-off on the review, it will be subjected to our editorial process
- The Solutions Snapshot will be published on ITSM.tools
- Post-publication, vendors will have the license rights to the report
- A co-branded PDF will be supplied to the vendor.
The process is designed to both set expectations and provide logical flow. However, Solution Snapshot reviews can be as flexible as needed to accommodate external pressures.
How Can A Vendor Get Involved?
Just email your interest in ITSM.tools Solution Snapshots to [email protected]. We can then discuss timescales and provide you with a questionnaire for completion.
This 2016 article was updated in 2026.
Solution Snapshot FAQs
It’s an independent product review of an ITSM or ancillary tool, covering the vendor and its solution in a single document. The aim is to give readers enough information in one place that they save time researching solutions, and possibly consider vendors they wouldn’t have found otherwise.
Seven sections: company overview, solution overview (key strengths, improvement opportunities, differentiators, and roadmap), solution functionality (process support, reporting, and other capabilities), solution technology (architecture, security, scalability, and latest release), solution pricing and implementation (deployment, integrations, and post-sales support), go-to-market strategy (partner ecosystem and key customers), and a solution summary with ITSM.tools’ recommendations.
No. They’re independent reviews that share a common template, not head-to-head comparisons. ITSM.tools’ stated reasoning is that comparison reports can distract companies from what matters to their own business, and can lead to decisions based on parameters that don’t actually match their requirements.
It starts with agreeing timelines, then the vendor completes an in-depth solution questionnaire. ITSM.tools reviews it and follows up with queries, a product demo is provided, and an initial draft goes back to the vendor for review and fact-checking. Once the vendor signs off, the review goes through ITSM.tools’ editorial process before publication.
By emailing ITSM.tools to express interest. From there, ITSM.tools discusses timescales and sends over the questionnaire for completion.
Further Reading
Want to read more about organizational change management‘s importance to ITSM?
Want more? Here are informative ITIL 4 service value system and ITIL 4 service value chain articles.
Sophie Danby
Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.
She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor. Y
