How to Find the Best ITSM Tool

When evaluating ITSM software, here’s a list of features and functionalities that you should consider standard. If a vendor doesn’t have these, they won’t be a good fit:

1. End-user Self-Service – Make sure your ITSM tool has an intuitive, searchable and configurable self-service 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 both your IT techs and end-users.
3. Multi-site and 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 IT support.
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 + Integration and Automation 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. And when that platform also includes integration and automation capabilities you can create workflows and automations for projects and ticket requests, all from a single platform.
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 using a library of connectors. Supercharge your ITSM and automate your common and repeatable processes to save time and resources.

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.