How to Find the Best ITSM Tool

When evaluating ITSM software for your organization, here’s a list of features and functionalities that are non-negotiable:

1. End-user Self Service – Make sure your ITSM tool has an intuitive and configurable portal with WCAG 2.0 AA compliance.
2. Knowledge Management – You’ll want your ITSM tool to have a knowledge base that’s integrated with ticketing so you can share information with techs and end-users.
3. Multi-site & Multi-Department Capabilities– The ability to have one platform that can be used across multiple locations and departments is critical to achieving Enterprise Service Management (ESM); the solution should allow for the codeless creation of new applications without the need for additional service hours.
4. Service Catalog – For the best user experience, make sure users can request products and services through a catalog that integrates with ticketing.
5. ITSM/ESM + PPM on One Platform – When you have an ITSM/ESM platform that includes PPM (Project Portfolio Management) you get one view of all work happening – from ticketing to change and projects – throughout your entire organization.
6. Codeless Integration and Workflow – With a no-code platform you can supercharge your organization. Take advantage of codeless configuration, workflow building and automation with integration to other enterprise systems.

By measuring your ITSM options against this list, you can find a tool that can be customized to fit your needs and scale for the future.