An effective ITSM tool is crucial to maintain organizational efficiency and deliver exceptional user experiences. Therefore, selecting the right tool is important and it impacts your organization in many ways.
Several ITSM tools are available in the market nowadays. So it’s important to evaluate the right tool that suffices the needs of your organization. Here are some ways to evaluate the success factors of the IT system management software.
5 Factors for Choosing the Right ITSM Tool
There are various factors to consider before selecting the right ITSM tool for your organization. These factors include:
1. Comprehensive Incident, Problem & Change Management
The primary element of an ITSM platform is how it handles incidents, problems and changes efficiently. Hence, an ideal tool must contain incident management software. It offers quick identification to issues and resolves them with minimum downtime and disruption to the organizational operations.
Apart from that the incident management module also helps in organizing primary user tickets for incidents. That way all related issues, the primary incidents are stacked under one ticket, helping the engineers resolve problems and bringing changes.
Along with it, problem and change management software is important to find the underlying problem for recurring issues and bring changes accordingly. The problem management features are used to go to the core of the problem and find out the underlying cause of the recurring incidents.
The change management feature helps to bring changes in the IT system with minimal disruption. It assesses risks and tracks updates that go into the IT system. Moreover the change calendar must be intuitive and understand when changes are deployed. So the changes don’t get in during freeze windows.
2. Smooth Integration Process
Now businesses operate multi dimensionally and on various systems. Hence an ITSM software must be able to effortlessly integrate with your existing systems. For example, your tool must be able to integrate with SIEM and time sheeting tools to create tickets for further analysis and understand how long your employees have worked on IT operations.
Moreover, your ITSM tool must be flexible enough to integrate with IT operations management tools like ManageEngine to create and close tickets according to the requirements.
Along with that, you must also be able to integrate one module with the other to ensure work is being done on time. For example, if your incident management and project management software integrate, you will be able to take complete charge of the project with minimum disruptions and issues.
3. Automation & SLA Priority Facilities
Automation facility is one of the key factors you must keep in mind before selecting an ITSM tool. The entire reason why you want to upgrade from a legacy IT Service Management set up is because you want your work to be easy. Therefore, finding a tool that has an effective and automated ticketing process is a must.
A good ITSM platform can automatically create problem tickets for major tickets and helps you focus on problems that need urgent resolution. Along with automated tickets, the SLA priority matrix is also a major feature that you should consider.
The SLA priority matrix feature of the incident management module helps you to understand the urgency of the issue and work accordingly to resolve it.
4. Compliance with ITIL
In addition to comprehensive modules and features, you must decide if you want an ITIL-compliant framework in your ITSM tool.
ITIL is still the most recognized ITSM framework out there. This framework was first introduced in the 1980s and is currently in its fourth iteration. ITIL framework integrates flawlessly with other frameworks and ensures complete service for your organization.
The key ITIL features include: Service Lifecycle, Roles and responsibilities, Process functions, ITIL best practices, Focus on value, Scalability and flexibility, Integration with other frameworks and Continuous improvement.
5. User Experience and Support
Last but not least, user experience is a vital component for selecting the perfect ITSM tool for your organization. Therefore, you must ensure that your ITSM tool ensures an effortless experience.
While selecting an ITSM for your organization, the first thing you must look for is the ticketing template. A template that supports detailed description of incidents will help your engineers learn about end-user problems better and work on them faster.
Apart from that you must look for a reliable vendor with whom you can go for a long-term partnership. Along with it, go for an ITSM tool that onboards your engineers easily and comes with support elements like BOTs proposing and providing solution recommendations.
Conclusion
To select the right ITSM tool, you must focus on the key factors: compliance with a good framework that supports incident, project and change management capabilities, and an easy and secure way to request services. Apart from that you must also ensure that your ITSM tool supports flawless user experience and support.
DiliGenie is one tool that checks all the points. Its service request templates, integrated modules and intuitive dashboard helps you to resolve IT issues faster and ensure your clientele is happy with your service. DiliGenie also lets you bring changes in the IT system with minimal disruption and handle each project smoothly.
