So you’re shopping for ITSM software. Typically, if you’re in the market for a new IT Service Management (ITSM) platform, one of two scenarios is usually in place – either you are currently using a very rudimentary ticketing platform that doesn’t truly encompass the full scope of IT Service Management, or the opposite – the platform is very cumbersome, overly complex and requires 3-8 full time resources to administer.
When looking for the right vendor, you should strive to meet somewhere in the middle – in other words, you want to find an ITSM tool that is easy to use, own and operate, yet also offers a full array of functionality. Here’s how you can find this. Below are a few questions to consider when evaluating ITSM tools for your organization.
Having a self-service portal that is branded to your organization will allow you to offer your end-users a central point of entry. For many organizations, this will encompass more than just IT. IT could be a service portal that allows end-users to come and search for help or request service in IT, Human Resources, Facilities or Marketing – in other words, full Enterprise Service Management (ESM).
These are the four things to look for in an ITSM self-service portal for end-users:
For organizations that are seeking to improve overall maturity of their ITSM software, it is important to look for additional functionality beyond ticketing and a knowledge base. For instance, does it offer asset management as part of the core platform?
Think about a scenario where a technician asks, “What version of Windows are you using?” or “What is your tag ID?” and the end-user goes blank, with no response. Rather than rely on end-users for critical asset information, it’s recommended that you house it in an asset management system that’s fully integrated with your IT support or ticketing platform. When a ticket comes in for a specific end-user, it will come all of the asset details.
Asset Discovery Services uses active scanning and/or Windows-based agents to gather information about the assets in your network, then relays that information to the core asset management system. The asset manager will then be able to review the results of the scan and approve the discovery process to update assets within the Assets/CIs application.
Asset Discovery provides a simple way to integrate your asset information with ticketing, making it easy to work with assets from other areas of the system. One platform, one view.
For more tips on evaluating ITSM vendors read: ITSM Software – What to Look for When Shopping for a New ITSM Platform
Editor’s note: This post was originally published in June 2020 and has been updated with new information.
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