An IT service management (ITSM) platform is a useful tool for businesses in all industries. It makes the management and monitoring of IT operations smooth and simple and is necessary for reducing downtime, increasing efficiency, and enhancing user satisfaction.
There are lots of different ITSM platforms out there, each one offering unique benefits and features. Comparing ITSM platforms is essential for finding the most suitable option for your business. Below, we have covered some key steps you need to take when finding the perfect ITSM platform.
Consider Your Unique Business Needs and Goals
Before you can choose a specific ITSM platform, you need to identify what you’re trying to achieve within your business. Identify your business goals and requirements so you can scale your IT operations appropriately.
Consider how your IT operations and service management processes will impact your business’s growth and success and how you can adapt them to meet your overarching company goals. For example, if your key business goals include improving problem resolution or asset management, you will need to find a platform that helps you achieve these goals.
Consider the Customizability of Your Chosen ITSM Platform
It’s important to choose an ITSM platform that enables you to choose which features and modules you want to use. A customizable platform is key for successfully running your IT operations in a way that fully supports your business.
A customizable ITSM platform provides the flexibility and adaptability that your business needs to meet ever-changing customer demands, raise more business capital, and thrive in a saturated market.
Search for a User-Friendly Platform
A user-friendly platform will be easy to use and access on desktop and mobile. Choosing ITSM software with a user-friendly interface ensures that you can adopt your new platform easily and simplifies the switch for your IT staff from your existing software to your new ITSM platform.
Search for an ITSM software program with self-service options that encourage your IT staff to take responsibility for their workloads and complete tasks efficiently.
Consider the Automation Options
All ITSM platform have some level of automation and artificial intelligence (AI), but to varying degrees. If automation is an important feature for you, make sure your chosen ITSM platform has the capability of automation several iterative processes.
By automating various parts of your IT operations, you can relieve pressure from your IT staff’s shoulders and streamline work tasks. An ITSM platform with reliable automation features can, therefore, contribute to reduced overhead costs, happier IT staff members, and a thriving and profitable business.
Find a Platform That Offers In-Depth Analytics
Effective ITSM requires accurate monitoring and reporting. Choosing the right platform means finding one that provides in-depth analytics about your IT operations so you can identify what’s working well and what needs improving.
In-depth analytics enables you to check response times, the number of reported incidents, and resolution success rates. Ideally, your chosen ITSM platform should provide these analytics in real-time so you can take immediate action when needed.
