Top 7 Must-Have Features in your ITSM solution

How to select an ITSM Solution for your Businesses

The ITSM tool you zero down upon should be backed by a strategic evaluation of the current state of ITSM and upcoming aspirations. How to ensure your chosen ITSM tool addresses your business needs? For starters, you could try Gartner’s suggestion of conducting a MoSCoW method (must have, should have, could have, won’t have yet) analysis to refine RFP (Request For Proposals) requirements. Keeping the following pointers in mind might help to avoid disappointments later. 

  • Your ITSM tool should be easy for every user in your team, from IT to HR to legal, to set up projects in at ease without compromising on the agility to work across organizations.
  • Make sure your chosen ITSM tool allows you to track work across the enterprise through an open, collaborative platform. It should empower users by helping them respond rapidly respond when incidents occur.
  • Does your ITSM tool help speed up critical development work and deploy changes duly supported by an audit trail for every change?
  • While feature-rich ITSM tools may seem exciting, don’t get swayed by tool solutions that offer a variety of products and features, but fall short in meeting critical requirement outcomes. Evaluate whether or not the ITSM tool fulfils the requirements you’ve listed in your RFP.
  • Different companies, diverse requirements- be it managing incoming requests, evolving teams standardizing their service management practices, or an enterprise aspiring to work with a faster, flexible ITSM solution, there’s a right ITSM plan for every company. For instance, Jira Service Management users can avail the benefits of free, standard, premium, and enterprise plans, as well as Data Center option for those that need to maintain a self-managed environment.
  • The role of Problem management is to identify and manage the causes of incidents on an IT service to figure out the best possible solution for the problem source. The software should be able to mitigate incidents rapidly.
  • Accurate and up-to-date information of all configuration items must be maintained in the configuration management database (CMDB). This enables users to keep abreast with real-time changes.
  • Can you configure actions and approval requests to trigger in ITSM software without any human intervention? That would save your business both time and money.
  • Does your ITSM have dynamic metrics, analytics, BI & reporting that empower users with intuitive and actionable knowledge? If not, reconsider your choice.
  • An effective ITSM solution will allow IT to accurately predict future issues, allowing you to take the necessary preventive measures before end-users are affected.
  • ITSM technologies that offer workflows to publish, manage, and utilize growing knowledge assets take a lot of burden off the IT team and boost end-user satisfaction.
  • As the horizon of growth broadens, will the ITSM tool be able to keep up with the capacity as well as the sophistication of features that your IT department uses?


Questions to ask before choosing an ITSM tool 

  • What hosting do I need-Cloud or on-premise?
  • What is the total cost of ownership of the ITSM tool in question? Consider licenses, installation/configuration, data migration, maintenance, training, upgrades, etc.
  • Can you integrate this software with applications from multiple vendors easily?
  • Is this software built using ITIL best practices?
  • How scalable is this tool if my business expands and my IT department grows?

Is it worth it to invest in a solution for the long haul? These questions will help you figure it out.

Level up your ITSM game with this Jira Service Management demo

Piyasi Mitra

Piyasi Mitra

Piyasi Mitra is a Journalist, Features Writer & Copy Editor with a penchant for both reporting a story as well as telling a story. She has explored different areas of journalism (features, supplements, pullouts, magazines, coffee table books) in her career at The Times of India & ABP, and is currently exploring content creation in the digital space as Trundl’s Content Writer.

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