ITSM Software – What to Look for When Shopping for a New ITSM Platform

When it comes to IT Service Management (ITSM) it’s important to consider both the tool you want to invest in, as well as the practice/framework you want your organization to follow. We hear some customers voice they don’t want to feel pressured into a strict ITIL framework; while others want a solution that allows them to adhere to a strict ITIL framework. What you need, is an out-of-the-box ITSM solution that does both. 

You might be thinking, “does a tool with that flexibility exist?” It does, and here’s what you need to look for to find it. 

Uncomplicated, Codeless Configurability

When most people think of an out-of-the-box solution, they think of one that is rigid and limited in flexibility. That doesn’t have to be the case with the right ITSM tool. When evaluating vendors and tools, look for a solution that is configurable – one that allows you to grow into your ITIL framework, or to jump into it on day 1. The key is to find a solution that is easy to use, easy to own and easy to operate – no deep technical expertise necessary. 

When most people think of an out-of-the-box solution, they think of one that is rigid and limited in flexibility - that doesn’t have to be the case with the right ITSM tool.

Questions to Ask

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

  1. Are you able to create custom ticket types and workflows? 
  2. Can you set up incidents and problems separately? 
  3. Can you tailor the user portal to your brand and the specific data you want? 
  4. Can users create a custom desktop? 
  5. How easy is it to create reports and dashboards? 
  6. Are you able to import and export data? 
  7. Does it offer ITSM with Project Portfolio Management on one platform? 

And don’t forget, the out-of-the-box ITSM tool is one that supports your desired approach, without any coding or scripting necessary. 


Key ITSM Features to Look For

For you to succeed with an out-of-the-box ITSM tool, you need to make sure it has the following features and functionalities: 

  • Incident and problem tracking  when you run a service desk you need to have fast routing and the ability to group tickets for both incidents and problems. Doing so will allow you to properly communicate and be transparent throughout your organization. 
  • Service portal and knowledge base  Did you know a support call can as much as $22 (according to HDI), while self-service is just $2 per incident? It’s a recommended best practice to build out a solid knowledge base and service portal so customers can resolve their own issues instead of taking up your IT help desk’s valuable time with requests like “how do I change my password.” 
  • Workflow automation  Your teams should be focusing their efforts on your organization’s highest priorities. By setting up automations for mundane, manual, or error-prone activities they can do just that. 
  • Asset management and discovery  Make sure you can identify and track assets, plan for changes and respond to issues with an understanding of CI configuration history, blackout and maintenance windows and impact maps. 
  • Change management – The majority (nearly 80 percent!) of issues reported to IT are the result of poor change and release management. Make sure your tool allows you to properly organize and manage plans, execution and communication for new functionality and maintaining the continuity of existing services.  
  • Dashboards and reports  Great ITSM dashboards and reports give you the key metrics needed to make confident decisions, helping you to identify issues before they become problems, support key meetings, profiling trends and communicate the value IT provides to your entire organization.

Will the Solution Further Drain Your Resources?

It is important to look at the platform as a core element of your overall strategy – will we be able to grow with the platform? Can it support Enterprise Service Management? Can we easily roll out new applications without coding? Can areas such as HR, Marketing & Facilities become connected and self-sufficient with the platform – without IT resources? Administration, workflow configuration and automation building should not require coding or scripting. 

Are you interested in getting more tips on ITSM and improving your IT maturity? You can download this free white paper from and TeamDynamix, which explores industry best practices and the five pillars of ITSM maturity. 


TeamDynamix Ranked 1st​

of 17 in IT Service Management

This report used insights from validated users to share why TeamDynamix users are more satisfied and more likely to recommend this solution to their peers and colleagues. Outstanding user reviews rank TeamDynamix ITSM as a leader in the SoftwareReviews’ January 2021 Data Quadrant.

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