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How to Choose the Best ITSM Tools for Your Business

By February 28, 2021No Comments7 min read
ITSM Tools for Your Business

ITSM or IT service management is very important for every modern business. The main aim of ITSM tools is to help you in managing your service desk and handling your requests. ITSM solutions will help you in streamlining all the IT processes. There are various solutions that you can use for expanding the efficiency of your business operations. The ITSM services are also evolving at a rapid pace. Thus, you should ensure that you are choosing the best ITSM tools available in the market. In this article, we are going to share some tips that will help you in selecting the best ITSM tools for your business.

Understand your business needs

You should understand your ITSM needs first. Make sure that you know what you are actually looking for. There are various different ITSM tools available in the market. The main consideration should be given to both IT support and service delivery. You should start by checking your pain points. Find all the processes that you can automate for increasing the efficiency of your system. This will help you in improving the user experience. Some of the areas that you should work on are IT security, ITAM, Service requests, and workflow automation.

ITSM providers are also offering ESM or enterprise service management to businesses. This will help you in applying the strategies of ITSM in different areas of business like production or HR. If you think that this model will benefit your business, then you should go for ESM. You can follow the below tips for filtering out the best ITSM tool.

  1. Take feedback from your staff

You should get feedback from your staff. Make sure that you are including your IT staff in this process. You should also focus on creating a focus group. This focus group will consist of employees from other departments also. They are going to be the end-users of the ITSM tools. Thus, they will have some valuable insights that they can share with you. You can send a survey form to your focus group. Ask them about your current ITSM system and what things that you should improve. This will help you in finding the best ITSM tool for your business. It will ensure that your employees will feel engaged and valued.

After narrowing down your ITSM tool choices you should again contact the focus group. They can help you in reviewing your choices. Sometimes your focus group will help you in finding out the things that you have missed. This will ensure that you are spending on the tool that your employees like.

  1. Differentiate between your needs and wants

A new ITSM tool can help you in redesigning all your IT processes. Thus, you should have an idea of your organization’s needs. It is time to give priority to your end-users needs. However, you should differentiate between your wants and needs. Make sure that you are looking for the features that are essential for your business. Don’t waste your money on features that are not essential.

You can create a system for grading your organization’s needs. This will help you in prioritizing your most important needs for this. You can apply a numerical rating to all of your tasks. There are various other valuation systems available that you can use. Don’t forget about the future growth of your business. Your business goals will also change with time. Thus, you should plan for the future.

For example, many ITSM tools will offer you a skill matrix feature. This will help you in assigning staff to your customer requests. Your IT team members will be indexed according to their skill set. This will help you in finding the correct team member for the correct task. You and your team should focus on finding the best features that can help you in streamlining your operations.

Make sure that you are not compromising with the necessary requirements. Try to stay focused and find the most important features for your business.

  1. Integration

You should also worry about how you will integrate your ITSM tools with your already existing IT systems. If you are using cloud services, then you should ensure that your ITSM tools can integrate with your third-party cloud provider. You should also make sure that your network is protected from attackers. Look for the tools that come with pre-built integrations. A good ITSM tool should integrate with your network. It should also integrate with all the software that you are using.

  1. Consider the provider also

The main weightage should be given to the ITSM tool integrations and functions. However, you should not forget about the provider also. Make sure that you are buying the tool from the right third-party provider. You are building a relationship with your vendor when you are adopting their ITSM tool. Thus, you should contact them and make sure that they are providing good services.

  1. Understand the service that your vendor is offering

You should check the customer service record of your vendor. Make sure that they are providing support to their customers. You can also ask for references from old or existing customers. If there are some online reviews available, then you should read them. You should also pay attention to the entire company. If you think that something is off, then you should first check if they are providing good services to the existing customer.

  1. Create your budget

You should also create a budget before you start your search. Make sure to calculate the TCO before you start looking for the tool. You should also think about all the different scenarios that can happen. Sometimes you might need to pay extra money for upgrades and maintenance.

You should check the capabilities offered by the ITSM tools. Make sure that all the features you want are included in your cost plan. For example, some platforms will only offer you a basic reporting function. However, you might need to pay extra money for accessing detailed reports. You might need to hire a consultant for understanding the reports. These are the extra costs that you should consider when you are creating your IT budget.


You should ensure that your ITSM tools can be integrated with your business tools. If you know about your business needs, then you can easily find the best solution for your business. Experienced MSPs like Bleuwire can help you in finding the best ITSM tools for your business. They will help you in implementing the best ITSM tools. Thus, you don’t need to worry about doing the tough work. They will help you in finding the best tools for your organization. If you need more information regarding ITSM tools, then you can contact Bleuwire.

Contact us today to learn about Bleuwire™  services and solutions in how we can help your business.