How to Select IT Operations Software

IT operations and monitoring software platforms sit at the heart of how IT teams maintain visibility, detect problems, manage incidents, and increasingly automate their response to issues before they affect end users or business services. Getting the selection right has a direct impact on service availability, IT team efficiency, and the experience employees have with their technology every day.

The challenge is that the IT operations and monitoring market has become genuinely complex. From unified observability platforms that cover the full stack to specialist AIOps engines, digital employee experience tools, and network performance monitoring solutions, the categories overlap, the vendor claims are ambitious, and the differences between platforms are not always visible from product documentation or a standard demonstration. Making the right choice requires clear thinking about your specific environment, honest assessment of what you actually need, and a rigorous approach to evaluating vendors against real-world requirements.

This guide is designed to help IT leaders and infrastructure teams understand the key factors to consider when selecting an IT operations or monitoring platform. Viewpoint Analysis acts as a Technology Matchmaker - we help IT leaders find and select the right technology, quickly and without vendor bias. You may also want to visit our IT Operations Technology page for more information on the vendor landscape and how we can support your project.

What is IT Operations and Monitoring Software?

IT operations and monitoring software covers the platforms and tools that help organisations maintain visibility into their technology infrastructure, detect and resolve issues quickly, and use artificial intelligence to predict and prevent problems before they cause disruption. As IT environments have expanded to span on-premises data centres, multiple public clouds, containerised workloads, and distributed remote workforces, maintaining consistent visibility across all of those layers has become one of the defining operational challenges of the decade.

The main categories within IT operations technology include:

•       Unified Observability - platforms that bring together metrics, logs, traces, and events across application, infrastructure, and cloud layers into a single view (e.g. Dynatrace, Datadog, New Relic, Elastic)

•       AIOps - platforms that apply machine learning to reduce alert noise, correlate events, and surface root causes automatically (e.g. BigPanda, PagerDuty AIOps, Splunk ITSI)

•       IT Operations Management (ITOM) - platforms that combine infrastructure discovery, service mapping, event management, and automation, often integrated with ITSM workflows (e.g. ServiceNow ITOM, BMC Helix)

•       Digital Employee Experience (DEX) - tools that monitor how employees experience the technology they use every day, from endpoint performance to application reliability (e.g. Nexthink, Aternity, 1E)

•       Network Performance Monitoring and WAN Optimisation - tools that provide visibility into network health, application delivery performance across the WAN, and hybrid connectivity (e.g. Riverbed, SolarWinds, LogicMonitor)

•       Incident Management and Response - platforms that manage on-call scheduling, alert routing, and incident resolution workflows (e.g. PagerDuty, Opsgenie)

Many projects will require more than one of these capabilities, and the boundaries between categories are blurring rapidly as platform vendors expand their coverage. That is exactly why independent guidance at the start of the process pays dividends.

An IT Operations Technology Selection Process

Different organisations have different approaches to running technology selection - from the traditional RFI and RFP process to more modern approaches that prioritise demonstrating value against specific operational scenarios rather than scoring feature checklists.

At Viewpoint Analysis, we run Rapid RFIs, Rapid RFPs, and 30-Day Selection Processes - all with the aim of moving quickly and getting on with the real objective, which is improving IT operations. In all cases, we manage the entire process from requirements gathering and document preparation through to vendor engagement, call hosting, scoring support, and final decision.

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Whichever approach is chosen, the critical question remains the same: what are the factors that will most influence which platform is right for your organisation? This guide outlines the top 20 factors that we believe, drawn from our experience of running IT operations technology selection processes across organisations of different sizes, industries, and infrastructure maturity levels, should be weighed up to reach the final vendor decision.

20 Critical Factors in Selecting an IT Operations Software Vendor

Here are our top 20 critical factors to assess when selecting a new IT operations and monitoring platform (in no particular order):

1 - Platform Scope and Coverage

One of the most important early decisions in any IT operations software selection is how broad a platform you actually need. Some organisations want a single unified platform that covers observability, AIOps, incident management, and network monitoring in one product. Others are better served by best-of-breed specialist tools that integrate well together. Neither approach is universally right, and vendors will naturally present their own model as the superior one.

The risk of buying too broad a platform is that you pay for capabilities you do not use and introduce unnecessary complexity. The risk of buying too narrow is that you end up managing multiple point solutions with poor integration and fragmented visibility. The right answer depends on your current tooling landscape, your team's capacity to manage additional vendors, and the extent to which consolidated visibility matters to how you operate.

Before approaching vendors, be clear about which capabilities are must-haves for day one, which are desirable within the first year, and which are genuinely optional. This scoping exercise prevents the selection process from being dominated by impressive demos of features that will never be used, and keeps evaluation focused on what will actually improve how your IT operations team works.

2 - User Interface and Usability

Even the most capable monitoring platform will deliver limited value if IT teams find it frustrating or complex to use in the pressure of a live incident. Unlike some enterprise software categories, IT operations tools are used under stress - when something is broken, response time matters, and a cluttered or confusing interface adds real cost in minutes of downtime.

Usability in this category goes beyond aesthetics. It is about how quickly an operator can move from an alert to understanding the root cause, and from root cause to remediation action. Can an on-call engineer navigate the platform at 2am on a mobile device? Can a new team member understand a dashboard without extensive training? Can senior stakeholders get a clear service health view without needing to interpret raw telemetry data?

When evaluating vendors, test the platform against realistic operational scenarios rather than vendor-led walkthroughs. Present teams with a simulated incident and observe how they use the tool to diagnose it. The platforms that get adopted and embedded in daily operations are the ones that make the job easier - not the ones with the most impressive feature set on a slide deck.

3 - Depth of Instrumentation and Coverage

The value of any observability or monitoring platform is entirely dependent on the quality and completeness of the data it can collect. A platform with sophisticated AI and beautiful dashboards is worthless if it cannot instrument the specific applications, infrastructure components, cloud services, or network devices in your environment.

Coverage questions to ask include: does the platform support auto-instrumentation, or does it require manual agent configuration? How well does it cover your specific cloud providers, container orchestration platforms, and legacy on-premises infrastructure? Does it capture all three pillars of observability - metrics, logs, and traces - or is it strong in one area and weaker in others? How does it handle polyglot or heterogeneous environments where multiple programming languages and frameworks are in use?

Depth matters as well as breadth. Some platforms excel at infrastructure-level monitoring but provide shallow application performance data. Others are strong on application telemetry but lack meaningful network visibility. Mapping the vendor's instrumentation capabilities against your actual environment - not a hypothetical one - is one of the most important steps in any evaluation.

4 - AI and AIOps Capability

Artificial intelligence has become central to the marketing of almost every IT operations platform, but the reality of what AI actually delivers varies enormously between vendors. At the mature end of the market, AI genuinely reduces alert noise, identifies root causes automatically, and enables proactive detection of issues before they cause service disruption. At the other end, AI is a label applied to basic threshold-based alerting with a machine learning veneer.

When evaluating AI capability, look for evidence of tangible outcomes rather than feature descriptions. How much alert noise reduction have real customers achieved? How accurate is the automated root cause analysis in complex, multi-component failure scenarios? Can the AI distinguish between causal relationships and correlations? Is the model transparent and tunable, or is it a black box that operators cannot inspect or adjust?

Also assess the vendor's AI strategy for the next two to three years. The AIOps market is moving quickly, with agentic AI - systems that can not only detect and diagnose issues but autonomously execute remediation actions - emerging as the next significant development. Vendors with a credible, well-funded AI roadmap are more likely to deliver competitive capability over the lifetime of the contract than those catching up from behind.

5 - Integration with Existing Tooling

IT operations platforms rarely replace every existing tool overnight. More commonly, a new platform needs to sit alongside - and ingest data from - a range of existing monitoring tools, ITSM platforms, ticketing systems, CI/CD pipelines, cloud consoles, and communication tools. How well the new platform integrates with your existing landscape is therefore a critical practical consideration, not just a nice-to-have.

Look for vendors with broad, well-maintained integration ecosystems. Open APIs, native connectors to major platforms like ServiceNow, Jira, PagerDuty, Slack, and Microsoft Teams, and support for open standards such as OpenTelemetry all indicate a platform designed to operate in heterogeneous environments rather than one that requires you to rebuild your toolchain around it.

Pay particular attention to the quality of integrations rather than just the number. A vendor claiming 500 integrations is less impressive if the most relevant ones - your CMDB, your cloud provider, your primary application framework - are shallow or unreliable. During proof of concept, test the specific integrations that matter most to your environment and verify that data flows accurately and in a timely way.

6 - Alerting and Noise Reduction

Alert fatigue is one of the most persistent and damaging problems in IT operations. When teams receive hundreds or thousands of alerts per day, they lose the ability to distinguish signal from noise, critical issues get missed, and experienced engineers burn out. The ability of a platform to intelligently reduce alert volume - while ensuring that genuinely important events are surfaced promptly and clearly - is therefore one of the most practically important capabilities to evaluate.

Assess how the platform approaches alert correlation and deduplication. Does it group related alerts into coherent incidents automatically? Can it suppress known maintenance windows and recurring false positives without manual intervention? Does it learn normal behaviour patterns over time and adjust thresholds dynamically, rather than requiring teams to manually configure static thresholds for every monitored component?

Also consider how the platform handles alert routing and escalation. The right alert reaching the right person at the right time is as important as generating the correct alert in the first place. Platforms with flexible routing rules, on-call schedule integration, and escalation policies help ensure that incidents are acted on quickly without generating unnecessary noise for uninvolved teams.

7 - Digital Employee Experience Capability

For organisations with large office or hybrid workforces, the ability to monitor technology from the end-user perspective - rather than purely from the infrastructure inward - is an increasingly important dimension of IT operations. Digital employee experience (DEX) monitoring measures how employees actually experience the applications and devices they depend on every day, identifying issues that never generate a traditional infrastructure alert because the server is technically healthy but the application is slow.

If DEX is relevant to your requirements, assess whether the platform can monitor endpoint health, application response times from the user's perspective, network connectivity quality, and the correlation between technology performance and employee productivity. The most capable DEX platforms also enable proactive remediation - fixing common issues automatically in the background before the employee is aware of them or needs to raise a helpdesk ticket.

Consider how this capability fits within your broader IT operations strategy. Some organisations want a unified platform that includes DEX alongside infrastructure observability. Others prefer a dedicated DEX specialist that integrates with their broader monitoring stack. There is no universally right answer, but understanding where DEX sits in your overall tooling strategy before you evaluate vendors will make the selection process significantly cleaner.

8 - Network Performance and WAN Visibility

For organisations with geographically distributed networks, significant WAN traffic, or hybrid connectivity environments, network performance monitoring is a foundational requirement that not all observability platforms address adequately. Application performance issues that originate in the network - latency, packet loss, congestion on specific paths - are invisible to tools that only monitor the application and infrastructure layers.

Assess the depth of network visibility the platform provides. Can it monitor WAN performance end-to-end, including SD-WAN overlays and MPLS circuits? Does it support flow data analysis - NetFlow, sFlow, IPFIX - to understand traffic patterns and identify bandwidth consumers? Can it perform packet-level analysis for deep diagnostic work? Does it monitor network devices - routers, switches, firewalls - as well as the connections between them?

For organisations evaluating WAN optimisation as part of their network strategy, consider whether the vendor's portfolio extends to acceleration technology or SD-WAN management, or whether a separate specialist will be required. A combined view of application performance and network performance from a single platform reduces the diagnostic effort when performance issues straddle both layers - which they frequently do in complex enterprise environments.

9 - Incident Management and Response Workflows

Detection and diagnosis are only half of the IT operations story. The other half is what happens after an issue is identified - how it is assigned, communicated, escalated, tracked, and resolved. The strength of a platform's incident management capability directly influences mean time to resolve (MTTR) and the overall resilience of IT operations.

Evaluate how the platform manages the incident lifecycle. Does it create incidents automatically from correlated events, with appropriate severity classification? Does it integrate with ITSM platforms to generate service desk tickets without manual intervention? Does it support on-call scheduling and escalation policies that ensure the right people are engaged at the right time without requiring manual coordination under pressure?

Post-incident capability matters too. Platforms that support structured post-incident reviews, capture timelines of events and actions automatically, and feed insights back into future detection logic create a continuous improvement loop that makes the IT operations function progressively more resilient over time. The best platforms do not just help you resolve incidents faster - they help you have fewer of them.

10 - Cloud and Hybrid Environment Support

The vast majority of enterprise IT environments in 2026 are hybrid - combining on-premises infrastructure with one or more public cloud providers, and increasingly edge computing components as well. An IT operations platform that excels in one environment but provides limited visibility in another creates dangerous blind spots and forces teams to context-switch between multiple tools during incidents that span both layers.

Assess how each vendor handles multi-cloud environments specifically. Does the platform provide native monitoring for your primary cloud providers - AWS, Azure, Google Cloud - including cloud-native services such as serverless functions, managed databases, and container orchestration? Does it correlate cloud cost data with performance data to support FinOps use cases? Can it monitor cloud infrastructure that is managed through infrastructure-as-code, and does it integrate with CI/CD pipelines to provide deployment visibility?

On-premises depth is equally important for organisations that cannot fully migrate their infrastructure. Platforms that have grown up cloud-native sometimes provide shallow support for traditional data centre infrastructure - bare metal servers, storage systems, legacy middleware, mainframes. If your environment includes significant on-premises components, verify that coverage before committing to a vendor.

11 - Automation and Self-Healing Capability

One of the most significant shifts in IT operations over the past few years has been the move from platforms that tell operators what is wrong to platforms that can fix it automatically. Self-healing capabilities - where the platform detects a known issue pattern and executes a predefined remediation action without human involvement - are now available in the leading platforms and represent a meaningful step change in operational efficiency.

When evaluating automation capability, look for platforms that allow teams to define remediation runbooks triggered by specific event patterns, with appropriate governance controls - approval gates, audit trails, and rollback mechanisms - to manage the risk of automated actions in production environments. The goal is not to automate everything, but to automate the well-understood, repeatable responses to common issues so that human attention is reserved for novel and complex problems.

Consider the vendor's roadmap for agentic AI - the next generation of automation where AI agents can reason about novel situations and propose or execute remediation actions beyond predefined runbooks. Vendors with credible progress in this direction are likely to deliver significantly more operational value over a three to five year contract period than those whose automation capability is limited to static rule-based responses.

12 - Scalability and Performance

IT operations platforms can generate and process enormous volumes of telemetry data, particularly in large or complex environments. A platform that performs well in a proof of concept with a subset of infrastructure may behave very differently when fully deployed at production scale. Scalability - the ability of the platform to ingest, process, and query high volumes of metrics, logs, and traces without degrading - is therefore a critical non-functional requirement that deserves explicit testing and vendor interrogation.

Ask vendors directly about the performance characteristics of their platform at your anticipated data volumes. What are the query response times for the dashboards and reports your teams will rely on? How does the platform handle telemetry spikes during major incidents, when data volumes typically increase significantly at exactly the moment that performance matters most? What are the data retention policies, and is there a cost implication of retaining historical telemetry for trend analysis and capacity planning?

For organisations managing very large environments - tens of thousands of monitored entities, multiple large-scale cloud deployments, or high-frequency telemetry from network infrastructure - reference checks with comparable customers running at similar scale are particularly valuable. Vendor performance claims are always made in idealised conditions; peer references reflect operational reality.

13 - Security and Compliance

IT operations platforms hold and process sensitive information about an organisation's technology landscape - including infrastructure topology, application architecture, performance data, and operational credentials used by automation and integration components. Ensuring that this data is handled securely and in compliance with relevant regulatory frameworks is a non-negotiable requirement.

At a minimum, expect robust encryption of data in transit and at rest, strong access controls with role-based permissions, multi-factor authentication support, and comprehensive audit logging of all user and automated actions. For organisations in regulated industries - financial services, healthcare, public sector - additional requirements may include data residency (ensuring data does not leave specific geographic boundaries), ISO 27001 or SOC 2 certification, and the ability to demonstrate compliance to regulators on request.

The security of the platform's own supply chain matters too, particularly for cloud-delivered solutions. Ask vendors about their own security posture, their vulnerability disclosure and patching processes, and their incident response procedures in the event of a security breach. A vendor that is transparent about their security approach and willing to share evidence of independent audits is generally a lower risk than one that deflects these questions.

14 - Deployment Model and Time to Value

IT operations platforms vary significantly in how they are deployed and how quickly they can deliver useful output. Cloud-native SaaS solutions typically offer the fastest time to value - instrumentation can often be completed within hours or days, and the platform scales automatically without infrastructure provisioning. On-premises or hybrid deployment models offer greater control over data residency and security but require more implementation effort and ongoing platform management.

Time to value is particularly important in this category because the business case for IT operations tooling is often built around incident reduction and MTTR improvement - benefits that can only be realised once the platform is fully deployed and the team is using it effectively. A platform that takes six months to fully instrument and tune delays the return on investment and creates a difficult period where the team is managing both old and new tooling simultaneously.

Ask vendors for realistic deployment timelines based on environments comparable to yours in size and complexity. Ask what proportion of deployments are completed on time and within budget, and ask for references who can speak to their implementation experience. A platform that is technically excellent but chronically difficult to deploy is a poor investment regardless of its capability ceiling.

15 - Vendor Ecosystem and Partner Network

Most IT operations platforms are deployed and configured with the involvement of systems integrators, managed service providers, or specialist implementation partners rather than being deployed entirely by the vendor's own professional services team. The strength and availability of this partner network directly affects the quality and speed of your implementation, and the availability of ongoing support and expertise once the vendor's initial professional services engagement ends.

When evaluating vendors, assess the breadth and depth of the partner network. Are there multiple credible implementation partners available in your region, providing competitive choice and reducing dependency on a single firm? Do those partners have genuine depth of expertise with the specific platform - certified architects and engineers with real deployment experience - or do they simply list the product in their portfolio?

The vendor's own professional services capability is relevant too. For complex deployments, the vendor's involvement in the initial implementation provides access to the deepest product knowledge and the strongest performance assurances. Understanding how the vendor's professional services team and the partner network interact - and which parts of a typical deployment each handles - helps set realistic expectations for how your project will be resourced and managed.

16 - Reporting, Dashboards, and Stakeholder Communication

IT operations platforms are used by multiple different audiences, each with different information needs. Engineers troubleshooting a live incident need real-time technical detail - individual metrics, raw logs, distributed traces. Team leads managing operational performance need aggregated views of service health, incident trends, and MTTR over time. Business stakeholders need to understand the impact of IT on service availability and business outcomes, without needing to interpret infrastructure metrics.

Assess whether the platform can serve all of these audiences effectively. Can it create different dashboards for different roles? Can it generate scheduled reports for management and executive stakeholders? Does it support service-level objective (SLO) tracking, showing performance against agreed targets in a format that non-technical stakeholders can understand and act on?

Also consider the accessibility of custom reporting. Can operations teams build their own dashboards and queries without relying on vendor professional services or specialist consultants? Platforms that democratise access to data - allowing every team member to build the views they need - tend to deliver more sustained value than those where useful reporting requires specialist configuration skills.

17 - Product Roadmap and R&D Investment

The IT operations and monitoring market is evolving faster than most enterprise software categories, driven by the rapid development of AI capabilities, the ongoing shift to cloud and containerised architectures, and the increasing complexity of hybrid environments. A platform that is well positioned today may fall behind competitors within two to three years if the vendor is not investing heavily in keeping pace with these changes.

When reviewing vendors, ask to see their product roadmap and understand the priorities driving it. Are they investing in agentic AI for autonomous remediation? Do they have a clear strategy for supporting emerging infrastructure patterns such as AI workload monitoring, edge computing, and multi-cloud networking? Are they developing capability in response to genuine customer needs, or chasing market trends with shallow implementations?

Ask vendors to disclose what proportion of their revenue is invested in R&D, and how that investment is allocated across the specific products you are evaluating. A strong and transparent R&D commitment signals that the vendor is building for the future and listening to its customers. It reduces the risk of selecting a platform that becomes functionally stale before the contract period ends.

18 - Commercial Model and Total Cost of Ownership

IT operations platforms use a variety of commercial models - per host, per user, per data volume ingested, per monitored entity - and understanding the total cost of ownership requires careful analysis of how costs will scale as your environment grows. A platform that appears cost-competitive for your current infrastructure footprint may become significantly more expensive as you add cloud workloads, increase data retention, or expand monitoring coverage.

Pay particular attention to pricing for data ingestion and retention. Observability platforms that charge per gigabyte of logs ingested can generate unexpectedly high bills in environments with verbose logging or during incident surges when data volumes spike. Platforms with more predictable pricing models - per host or per monitored entity - are generally easier to budget for, though they may have different trade-offs in terms of data volume flexibility.

Beyond licence fees, factor in the full cost of ownership: implementation services, training, integration development, ongoing tuning and administration, and the internal time cost of managing the platform. A platform with lower licence fees but higher implementation complexity and ongoing administrative overhead may have a higher true TCO than one that costs more upfront but deploys quickly and requires less ongoing maintenance. Require vendors to provide total cost of ownership modelling based on your specific environment and usage patterns before making a final commercial decision.

19 - Support, Customer Success, and SLAs

Once an IT operations platform is live, the quality and responsiveness of vendor support becomes as important as the software itself. When the monitoring platform has an issue, or when a critical integration breaks, or when a new infrastructure component needs to be instrumented quickly, the speed and quality of vendor support directly affects your ability to maintain visibility and respond to incidents.

Assess the support model carefully. What coverage does the vendor provide - business hours only, or 24/7 global support? What are the guaranteed response and resolution times at each severity level? Is a dedicated Customer Success Manager available, and what does that role actually do in practice - is it genuinely proactive, or primarily a quarterly review call? Are online documentation, knowledge bases, and community forums maintained to a high standard so that teams can self-serve for common questions?

For organisations running IT operations platforms in mission-critical environments, the vendor's own service availability and resilience matters too. A cloud-delivered monitoring platform that goes offline during a major incident - exactly when it is most needed - is a serious operational risk. Ask vendors for their historical uptime statistics, their disaster recovery architecture, and their communication process during platform incidents.

20 - Cultural Fit and Long-Term Partnership

After evaluating functionality, coverage, scalability, commercial model, and every other dimension, the final question is the same one that applies to every long-term technology decision: which vendor do you trust?

In IT operations technology, this matters particularly because the relationship between vendor and customer is an ongoing one. Environments change, new challenges emerge, and the best outcomes come from vendors who genuinely engage with those challenges rather than waiting for the next renewal conversation. Trust is built through transparency - vendors who are honest about the limitations of their platform, realistic about implementation timelines, and proactive about surfacing issues - and through demonstrated commitment to customer success beyond the sale.

Pay attention to how vendors behave throughout the selection process itself. Do they listen carefully to your specific requirements, or do they deliver a standard pitch regardless of what you tell them? Are they willing to demonstrate weaknesses honestly, or do they deflect every difficult question? Do the people you engage with during the sales process feel like the kind of partners you would want supporting you during a major incident at midnight?

In most IT operations technology selections, the instinctive choice at the end of a thorough process is rarely wrong. If the critical requirements are met and one vendor stands out as a genuine partner - one that clearly understands your environment, demonstrates commitment to your success, and behaves with transparency and integrity - that is almost certainly the right decision. Every successful IT operations programme is built on a foundation of trust: in the technology, and in the people behind it.

Conclusion

Selecting an IT operations and monitoring platform is a high-stakes decision with long-term architectural and operational consequences. This guide has outlined the key factors to consider, from instrumentation depth and AI capability through to commercial model, partner ecosystem, and ultimately the quality of the vendor relationship. Each plays an important role in ensuring the platform you select not only meets today's requirements but continues to deliver value as your environment evolves.

The IT operations market is moving quickly, and the platforms that lead the market today are investing heavily in AI-driven automation, agentic remediation, and unified visibility across increasingly complex hybrid environments. A structured, rigorous approach to selection - one that tests vendors against real operational scenarios rather than feature lists - gives you the best chance of choosing a platform that will genuinely transform how your IT function operates.

The most successful IT operations technology investments do not just deliver dashboards and alerts - they deliver measurably better availability, faster incident resolution, and a more proactive, confident IT operations team. With the right platform and the right vendor partnership, that outcome is well within reach.

If you are starting to look at the IT operations and monitoring market, Viewpoint Analysis can help at every stage of your journey:

•       Not sure whether to move away from your current monitoring platform? Our Stick or Switch Application Review will help your team decide whether to improve what you have or move to something better.

•       Is your current vendor relationship underperforming? Our IT Service Improvement approach can help resolve the situation without the disruption of a full platform change.

•       Looking for new ideas and vendor options? Our Innovation Series and Matchmaker Services bring the right vendors to you quickly and without the legwork.

•       Ready to run a selection? Our Rapid Selection Services deliver a full, structured technology selection process in a fraction of the time a traditional process takes.

Finally - take a read of our Enterprise Software Selection Playbook to learn how to go from a standing start, to project decision.