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Tips on Choosing the Right ITSM Software

Information Technology Service Management (ITSM) activities have come a long way from the simple helpdesk services that used to exist just a few years ago. Today, when you say ITSM, you’re talking about a system that keeps the entire organization running.

Without this system in place, your organization’s productivity will fall, security will be compromised, and you could end up losing your competitive edge. Most organizations today have understood the importance of ITSM and many are looking for tools to help them make their ITSM infrastructure stronger, because of which the ITSM market is growing exponentially.

This means that there are a plethora of ITSM solutions now available from which you can choose. However, the question is: what should you be looking for when choosing ITSM software tools for your organization? Well, here are some tips to help you along.

Assess Your Requirement

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The first thing you need to do is assess your requirements. Obviously, an effective IT Service Helpdesk is required. This would include having the latest IT self-service catalog, efficient issue tracking, easy IT ticketing, and a comprehensive CMDB (configuration management database).

Once you have decided what processes your organization requires, it will give you a better idea of which ITSM software to buy. Remember, only the most mature and complex organizations need the entire range of processes. These processes include:

  • Availability management
  • Access management
  • Capacity management
  • Change management
  • Demand management
  • Financial management
  • Event management
  • Incident management
  • Service continuity management
  • Security management
  • Problem management
  • Deployment and release management
  • Configuration and service asset management
  • Catalog management
  • Service level management
  • Service portfolio management
  • Supplier management
  • Business relationship management
  • Continuous service improvement
  • Design coordination
  • Knowledge management
  • Request fulfillment
  • IT services Strategy management

The thing you need to remember is that most software service providers offer each of these processes as a separate package, over and above the basic IT Helpdesk suite, so you need to think things through before you make a decision on what to buy.

Plan Ahead

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Before you buy a suit of ITSM tools, you also need to consider where you plan to be in terms of organization development and growth – at least 2 to 3 years into the future. So, a kind of mid-term goal which is in line with your organization’s goals.

This is important because it will tell you what your future ITSM needs will be. So, when you buy an ITSM software solutions, it should have the capability to scale up as the organization grows. Otherwise, you will end up having to spend needlessly on entirely new software to cope with your growing needs.

One way to decide which tools should be added to your list is by taking a maturity assessment. There are many IT maturity assessment tools available on the internet, that can give you a clear picture of the current status of your IT systems. Once you have this clarity, you will know how to plan ahead.

The Role of Automation

There are a number of manual processes that can be automated, which can lead to greater efficiencies, lowered costs, and reduced operator errors. So, if you are looking at automating processes within your organization, then you should look at an ITSM software solution that will help you automate workflows.

According to Forbes, the future of ITSM is going to be automation through Artificial Intelligence, and these innovations are going to change the way an organization works. What it will also do make IT services in a company even more critical.

Budget for the Extra Tools

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When you look at ITSM tools, you also need to keep your budget in mind. When you buy a software solution, add-ons can be expensive. This is why you need to look for a solution that covers all the basics and gives you a few extra add-ons, the way SysAid software does.

These types of solutions offer a range of ITSM tools in one package deal so that you get what you need and also a little extra within your allocated budget.

Talking of budgets, also ensure that you look at the type of reporting the solution you’re looking for has. Many solutions available in the market give only standard reporting and you would need to pay extra to customize this process.

Integration and Integration Ability

Implementation is critical to the success of any ITSM tool. So, you need to ensure that the software provider has a strong implementation team that can work with yours to set up the solution effectively. In today’s IT world, it’s not possible for an organization to go it alone; this system works best when there is a network to support its implementation.

It’s no use having an ITSM software that has really great features if it is not implemented correctly.

Another key factor in the success of a software solution is its ability to integrate with other software solutions you already have or are planning to have.

Ease of Use

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Another factor that you need to keep in mind when looking for the right kind of ITSM software is its ease of use. Easy to use software means that your staff will be empowered to use it. This will minimize the training time needed to upskill workers.

It will also mean that you will not meet with much resistance when you are changing over to a new system.

The biggest issue that when you try to integrate a system that is difficult to use, it not only hurts morale, but it becomes difficult to integrate with existing systems. This ends up leading to inefficiencies, which means increased costs.


When you are looking to buy a new ITSM system, ensure that you look for one that fits your organizational needs, not what is hot in the market. That way, you will be able to effectively use the system to your best advantage.

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