ITSM software can make a significant difference in a Service Desk. When it negatively impacts operations, it could affect the very services it is supposed to support. So, what makes one ITSM software better than another? What should be considered when deciding to invest in a particular ITSM tool? With so many options available in the market, here are four features that should be factors in your decision:

1. Come from a reliable software vendor

When a company invests in an ITSM product, they are also investing in a specific vendor. This is a long-term relationship that does not end once the tool is implemented. As a long-term partnership, you need the vendor to:

• Be reliable when contacted.
• Be in a period of expansion rather than contraction.
• Remain stable to ensure product updates and maintenance.

Before making any decision, it is important to evaluate both the vendor and the product. Is it worth investing in both?

2. Strong implementation capability

Implementation can also be what determines whether an ITSM software succeeds or fails.

The key to success is having a strong implementation team. It involves not only configuring the tool to meet ITSM process requirements but also integrating it into the business and other IT aspects. Nowadays, it is very rare for an organization to go solo with ITSM tools; therefore, evaluating implementation capabilities should go hand-in-hand with assessing potential success for vendors and partners.

The best features of ITSM software will be worthless without proper implementation.

3. Ease of use

An ITSM software that is easy to use will empower the staff to use it effectively. This minimizes training time and reduces employee frustration and reluctance to use new tools by providing a productive learning process. The key is how seamlessly the software integrates into existing operational processes. One that does this quickly will be more readily accepted by employees, as they can work with it without issues.

The real issue lies in day-to-day operations. ITSM tools that are difficult to use and integrate into processes will lower staff morale and affect productivity, as employees will often struggle with them. In the end, the cost of inefficiency might outweigh the cost of the tool.

4. Flexibility

This is a less direct feature. The level of flexibility should align with business requirements, but it can be either a blessing or a curse depending on how it is implemented.

A highly flexible tool is adaptable and allows for extensive customization but often proves difficult to use. On the other hand, a less flexible tool is easier to use due to its level of customization, but it is less adaptable (despite good configuration capabilities).

Similarly, a flexible tool can provide a solid Return on Investment (ROI) if many of its functions are used, but it may be more costly and require a greater investment in maintenance.

When choosing an ITSM tool, the level of flexibility must be carefully considered to ensure it aligns with the company’s actual needs. A tool that needs to handle more tasks may require more customization, while if the goal is simply to adhere to ITSM best practices, the opposite applies.

If these four features are considered, you can be confident that the new ITSM tool will be successful.

If you’re looking to implement a tool, icorp can assist you. We offer various solutions and are official partners of ManageEngine in Mexico. Contact us.

Source: ITSM Tools

This article has been translated using AI and may include errors.