How to Find the Best ITSM Tool

Finding the right IT Service Management (ITSM) platform for your organization doesn’t have to be hard. While there are several vendors in the space, you can use these tips to help you filter through and find the right vendor that fits your needs.

6 ITSM Software Non-Negotiables

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.

Questions to Ask

To properly identify a flexible, easy-to-use tool we recommend asking these questions: 

  • Are you able to create custom ticket types and workflows? 
  • Can you set up incidents and problems separately? 
  • Can you tailor the user portal to your brand and the specific data you want? 
  • Can users create a custom desktop? 
  • How easy is it to create reports and dashboards? 
  • Can you easily spin up new applications without IT resources?
  • Are you able to import and export data? 
  • Does it offer ITSM with Project Portfolio Management on one platform? 

The best out-of-the-box ITSM tool is the one that supports your desired approach and is easy to use. 

Word of Mouth Recommendations Matter

Whether you’re reading reviews, checking out case studies or talking to customers – what people have to say about their experience with the platform you choose matters. Don’t be afraid to do your research and check out rankings to see how your vendor of choice stacks up.

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