How to select the best ITSM tool for your organization

ITSM is a framework that focuses on aligning your IT services with business goals and boosting customer satisfaction by making continuous improvements. To do this well and to avoid falling into the trap of common ITSM challenges, you need the support of a great ITSM tool.

But what should you look out for in your search for ITSM software and what factors should you consider? This blog is here to help.

Why use an ITSM tool?

Having the right technology in place makes working at the IT service desk more efficient and fun. You save time on manual work, which you can then spend on more customer-centric work or on more strategic and innovative projects.

With modern tools, you can, among other things:

• let automation take care of recurring IT tasks, detailed standard checks and monitoring deadlines;
• offer self-service through user-friendly portals that allow customers to enter and change data and access information themselves;
• and produce well-founded analyses and reports with less effort.

Self-built or standard ITSM solution?

An important consideration when selecting ITSM tools for your organization is whether to implement a standard solution or build your own.

Self-built (or in-house) solution

Using self-built ITSM tools gives you the flexibility to fully customize the software’s functionalities to your organization's specific needs. That said, custom solutions also involve high development, maintenance and support costs. They can also be more complex to implement and manage.

Standard (or commercial) solution

Standard ITSM tools are based on proven functionality and best practices. This will get your organization up and running with ITSM faster. The software is regularly updated and maintained by the supplier. And you benefit from continuous improvements and support when you need it.

Standard solutions may not always match 100% of your needs. But in the end, they are the most balanced in terms of functionality, cost-effectiveness and ease of use.

What criteria should your ITSM tool meet?

If you invest in technology, you want to make sure that you can use it for a long time. That's why it’s crucial to make sure that your ITSM tool is future-proof.

Check whether your chosen ITSM solution is based on cloud technology and has options for machine learning and/or AI. Does it allow for advanced analytics, reporting and mobile accessibility? Even better.

It's unlikely that your ITSM ecosystem will consist of just one tool. So, easy integration is important. ITSM solutions with an API can integrate seamlessly with other systems and applications within your organization. This ensures a smooth exchange of data between different systems, which improves operational efficiency.

What challenges do ITSM tools solve?

The kind of ITSM tools you need should be determined by your business goals. We won't bore you here with a list of endless functionalities. What you should be focusing on are the ways that ITSM tools can solve common ITSM challenges. With an ITSM tool, you can:

• easily categorize, prioritize and assign incoming tickets to the right employees;
• save time by letting customers do as much as possible themselves (self-service);
• share knowledge efficiently so that agents don’t have to reinvent the wheel each time;
• save time spent tracking down your IT assets by recording them in one place;
• and stay on top of your service desk’s performance with clear overviews and dashboards and gain insight into areas for improvement.

Major trends and developments in ITSM technology

With so many ITSM trends out there, it’s hard to stay on top of them, let alone know which ones will stand the test of time. Here are a few ITSM trends worth knowing about before researching ITSM tools:

1. DevOps and Agile methodologies

By adopting DevOps and Agile principles in ITSM, you foster a culture of collaboration, integration, and rapid iteration. This makes it easier for your organization to adapt and respond to change quickly.

2. Mobile and edge computing

IT services are increasingly being delivered to users via mobile devices and smart devices at the edge of the network. This means that the need for flexible and scalable ITSM solutions is also growing.

3. Self-service and automation

We’re also seeing an increase in organizations using self-service portals and automated workflows. These allow end users to request IT services themselves, report problems and find solutions. This takes a load off the IT department’s plate and reduces response times – a win-win.

Read more about the key ITSM trends for 2024 here.

Collaboration with your ITSM vendor

Besides researching your ITSM tool’s features and functionalities, it’s also important to research your vendor. For most organizations, a personal approach can make all the difference — both before and after purchase.

An ITSM implementation is a big change, so it’s important to have a good feeling about the people who will be guiding you through it.

Here are a few things to look out for:

A personal “click”

Make sure you have good interactions with the vendor. A supplier should respond proactively and flexibly when needed. And if all goes well, you should also get a feeling for this during the purchasing process.

Curious how TOPdesk handles customer support compared to ServiceNow? Read our blog on TOPdesk and ServiceNow to discover the main similarities and differences between the two ITSM solutions.

What their customers are saying

Do you check reviews online before buying a product? Why not do the same when investing in ITSM? Customer references on the supplier's website paint a picture of their approach and the results they achieved.

You could also search for the ITSM tool on review sites or in surveys by independent parties, to see how users have rated it. Capterra or ITSM surveys by Gartner are a great place to start.

And why not ask whether it’s possible to speak to existing customers, either over the phone or during a visit? Then they can tell you themselves how they experience collaborating with the supplier and they might even have some valuable tips.

See what customers are saying about us! Read about TOPdesk from TrustRadius users.

Support before, during and after implementation

How can you get a picture of the service you can expect before purchasing? By looking at the way the supplier supports you during implementation. Pay particular attention to the balance between automated support and support from real people.

Ready to start researching? A great place to start is on Capterra. This review platform shows how the various ITSM software vendors score in terms of ease of use, customer service and value for money. Gartner also has overviews of major ITSM platforms.

Frequently asked questions about ITSM tools

Are ITSM tools secure?

Modern ITSM tools use advanced security measures, such as data encryption, access control, audit logs and regular security updates. This ensures the confidentiality, integrity and availability of data.

How do you know whether an ITSM tool is user-friendly?

Assess the tool's UI and UX by looking at the layout, navigation, and overall user experience. You can also carry out user testing, for example during a so-called proof-of-concept, where real users test the tool to perform specific tasks.

How do you know whether an ITSM tool is scalable?

You can determine how scalable an ITSM tool will be by asking the following questions:

1. Does the tool have a wide range of functionalities that you can deploy as your organization’s needs change?
2. What is the maximum number of users the tool supports without performance degradation?
3. Does the tool’s licensing model support scalability?

How do ITSM tools facilitate multi-site or branch office management?

Here, you want to look for functionalities that allow you to manage different incidents, changes and problems from one central console.

How do I convince my organization that we need ITSM?
The best way to get internal stakeholders onboard is to create a business case for ITSM that outlines the benefits and value it will bring to your organization. Start by identifying the current challenges and inefficiencies in your IT processes and how an ITSM solution can address them. Include potential cost savings, improvements in service quality, and enhanced customer satisfaction. For a detailed guide on how to effectively write a business case for ITSM, check out this comprehensive ITSM business case guide.

Get the low-down on modern ITSM tools

Want to learn even more about buying the right ITSM tool? Check out our ITSM buyer’s guide for everything you need to find your perfect ITSM solution.