Key Drivers for Top ITSM Software Vendors

With so many tech vendors competing in the IT service management (ITSM) space, it can be hard to analyze each one and find the product that best suits your business needs. That’s why ranking reports and quadrants from places like Info-Tech’s SoftwareReviews are helpful. By readings these reports, you can see what features and values organizations say matter when it comes to ITSM. You can also see how vendors stack up against one another and read valuable feedback from customers using the products.

Download the IT Enterprise Service Management 2022 Rankings Report

According to Info-Tech, there are a few key differentiators you should look for when evaluating ITSM software. Those are:

  • Codeless Integration and Automation: Codeless configuration, workflow building and automation with integration to other enterprise systems.
  • Knowledge Management: Integrated ticketing and the ability to share information with techs and end-users.
  • Multi-Site Functionality: Central management of dispersed techs, multiple time zones, hours and shifts.
  • Service Catalog: Request products and services through a catalog that integrates with ticketing.
  • ITSM/ESM + PPM on One Platform: One view of all work from ticketing to change and projects – enterprise-wide.
  • End-User Self Service: Intuitive and configurable portal with WCAG 2.0 AA compliance.

Ease of Use, Low Total Cost of Ownership Rank Top Among Needs

Usability and intuitiveness have become especially critical as technology and business leaders, along with their employees, find themselves working remotely. As the users of software no longer have the same access to peers and support teams, traditional workflows have become virtual and the service desk now serves as the critical juncture for innovation, improvement, project management, prioritization and requirements gathering.

As a result, it’s imperative that the ITSM software you choose is easy to use, easy to operate and easy to own with a lower total cost of ownership. What does this mean? You don’t want to invest in an ITSM system that takes a whole team of people to administer. Instead, look for an ITSM tool that offers codeless functionality and an easy-to-use interface.

In addition, ITSM tools that help you adhere to ITIL standards (even if you’re just getting started with the methodology) mean your knowledge base will be robust and up to date so anyone coming to your portal for help should be able to solve their issues relatively quickly or can easily submit a ticket to get the support they need. This not only cuts down on ticket and call volumes but provides a better customer experience overall.

Working Better Together: ITSM/ESM + PPM

The service desk is often the frontline for capturing changing business needs and requirements. When you combine your ITSM/ESM with project portfolio management (PPM)  you can better understand your resource capabilities and engage in true resource capacity planning.

With resource capacity planning you get a big-picture view of your entire IT organization, allowing you to balance workloads across projects and support; and to see the different types of work that need to be done at any given time.

For example, if you have three IT technicians that need to cover three functional areas of business – like service, projects and operations – you can engage in resource capacity planning and optimize each technician’s workload based on their skill set and their availability. As a result, the work can be completed more effectively and efficiently as each technician is focused on work that plays to their strengths. And because you have a full view of the work and the time it will take; you can avoid overcommitting or underutilizing your resources.

ITSM 2022 Quadrant

TeamDynamix Named Leader for ITSM; Ranks #1 in Product and Service Experience

TeamDynamix ITSM scores highly across business value, usability and intuitiveness and strong emotional footprint, which is why it’s ranked as a clear leader in both SoftwareReviews’ Mid-market and Enterprise Data Quadrant and Emotional Footprint reports, according to Info-Tech.

“Over 90% of respondents have a great experience with their TeamDynamix solution and trust the vendor to address and contribute to how they can further improve and innovate using their solution,” the report states. “Moreover, 82% of TeamDynamix users report that they are satisfied with the cost of the solution given the amount of value it provides them.”

To learn more about TeamDynamix and the ITSM quadrant from Info-Tech download the IT Enterprise Service Management 2022 Rankings Report.

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