One of the most relevant factors related to the success of implementing IT Service Management in any organization is the use of the appropriate ITSM software. Given its importance, selecting the perfect tool represents, therefore, a constant challenge for organizations, especially those that have not yet defined good search criteria. To make this process easier for you, we have brought you a selection of 5 tips to help you choose the ITSM software that best suits your company.
Whether you want to use the tool to make your first approach to the world of ITSM; or simply want to find a replacement solution that will truly help you meet your business needs, these tips can help ease the choice process. Read on and take advantage of them all.
#1 Focus on your organization’s context
The utility of ITSM software is not based on its functionality or the technology it integrates, but on its ability to help your organization grow faster and improve continuously. That is why it is imperative that before you start searching for the tool, you focus on establishing certain vital factors for your business. For example, the vision, goals, and strategies your organization must follow to achieve excellence in service delivery. It is from this idea that you must establish your selection criteria.
Start by defining what problems you need to solve in the organization or what areas you want to strengthen; then focus on determining priorities. Such priorities should focus on organizational changes, increasing the competencies of the different actors; and the implementation of new working methods (processes and procedures). The choice of ITSM software should also take into account your type of business, the size of your business; and the users involved in the implementation.
#2 Forget about long lists
Today’s market for IT Service Management solutions offers users countless options of excellent quality. So starting with a list of all existing ITSM software may not be the most convenient decision. So consider those that you believe guarantee the highest degree of reliability. You can define this reliability with the help of three vital points:
Capacity
Your ITSM software must be able to guarantee you a smooth handling of the volume of data you manage in your company; not only in the present but also during the entire duration of your license. That is to say, the tool should help you and accompany you in the growth of your business without diminishing its performance as the amount of information processed by the organization increases.
Availability
Your organization cannot afford to constantly suffer from costly service interruptions. That is why ITSM software must guarantee the almost absolute availability of its functionalities, minimizing the possibility of downtimes.
Security
The ITSM solution you use in your organization will be ably enabled to handle a considerable amount of sensitive information about your customers and your business activities in general. This can lead to vulnerabilities in your systems. That is why before purchasing your software you must be sure that the tool you chose has an architecture capable of protecting access to your data.
#3 Analyze the core functionality of the ITSM software
It is important that your ITSM software provides core functionalities that allow you to take advantage of the benefits of integrating new processes or maintaining those that have served you well until now. Regardless of your company’s objectives, the tool must be able to offer users a set of essential features, including the following:
- Consistency in ITSM processes.
- Efficient reporting system.
- User-friendly interface.
- Automatable functions.
- Full documentation.
- Flexibility and customization opportunity.
- Good ROI.
#4 It is not all about fancy features
As we said, the ITSM software market is full of excellent options. Many of them have features that integrate high technology and other very attractive features. However, many of those may not be of real usefulness to your business. So focus first on selecting a tool that includes all the processes you really need.
It’s not about acquiring a solution that requires you to use all of its features; it’s about finding one that can really help you achieve your ITSM deployment goals. There are some questions you can ask yourself to help refine your search, for example:
- Under what regulations should the tool be based (ITIL, COBIT, ISO 2000)?
- Do I need cloud-based or on-premise ITSM software?
- What type of license is right for me?
#5 Get a good provider
Investing in ITSM software goes far beyond simply purchasing a tool. It also implies a commitment to the provider, who must guarantee you a complete service that covers more than the basic need for ITSM technology. This service should include a complete pre and post sales advice in which you can count on assistance related to:
- The characteristics of the tools
- The process of adaptation and training of the organization’s employees for the software’s use
- The installation process, etc.
In conclusion, the selection of your ITSM software will become easier as you adapt your criteria to the needs of your organization. Don’t forget that you can simplify your search with the help of a professional opinion that allows you to define the option that suits you best. If what you want is expert assistance, at GB Advisors we offer you the best. Contact us for more information about the best ITSM software solutions.
