What is an ITSM Tool?
An ITSM tool is a software used to deliver IT Services. It can be a standalone software or a suite of applications, consisting of multiple apps to perform various functions. An ITSM tool can perform multiple functions, like, incident management, handling service requests, problem management, and change management, to name a few. An ITSM tool will often consist of a CMDB as well.
Under ITIL, a service desk is a primary function in ITSM. A service desk, as an ITSM tool, acts as the Single Point Of Contact (SPOC) between the customers (whether internal or external) and the service provider. A service desk is responsible for constant monitoring of services and providing support in case of downtime. A service desk typically handles incidents, service requests, 3rd party contracts, and software licensing among other things.
How to select an ITSM tool?
Selecting an ITSM tool is not just an IT decision, it affects the entire organization. Since there are multiple stakeholders in the selection of an ITSM tool, it is important that the right ITSM tool is chosen for your organization.
When selecting a new ITSM tool, keep your existing ITSM processes in mind to decide what features and capabilities you’d need. This will help you select an ITSM tool based on its actual value to your organization rather than its price alone.
Before selecting an ITSM tool, ask yourself these questions:
What’s the problem you’re trying to solve? Go back to the basics. See what’s missing from your existing ITSM processes. What can you do to improve the delivery of your IT services? Where would an ITSM tool fit into this?
What are your organization’s ITSM requirements? Are you trying to manage assets? Are you looking to implement a self-service portal? Are you looking to streamline service requests? Answering these questions will help you refine your list of requirements and narrow your search.
What do you expect from your ITSM tool? Expectations of your ITSM tool would largely depend on your organization’s current processes. If you’re using multiple 3rd party applications, you would expect your ITSM tool to integrate with all of them. If you have many workflows, you’d expect workflow automations.
After you’ve answered these questions, you’ll have narrowed your search enough to select an ITSM tool. You can read more about selecting an ITSM tool on our blog.