How to select the best ITSM tool for your organization — Overview and practical guide

ITSM is a framework that helps you align your IT services with business goals and boost customer satisfaction with continuous improvements. An ITSM tool is software that helps you design and improve your IT services, acting as a central hub for your incidents, IT assets and requests. In this guide, we’ll break down the different kinds of ITSM software and all the factors you’ll need to consider when selecting the right solution for your org.

Key takeaways

• Why you need an ITSM tool: ITSM tools help you save time on manual work by automating recurring tasks, allowing customers to solve their own requests with self-service, and producing reports and analyses more quickly.
• Self-built vs standard ITSM tools: Self-built or in-house solutions can be fully customized to meet your organization’s needs. But they’re also more resource-intensive to manage. Standard solutions built on ITSM best practices are generally the most balanced in terms of functionality, cost-effectiveness and ease of use.
• Selecting a future-proof ITSM tool: Search for cloud-based ITSM tools with options for machine learning and/or AI, advanced analytics and integrations, and mobile accessibility.
• Collaboration with ITSM vendors: During the buying process, look for vendors that demonstrate flexibility and proactivity. Read customer cases on the vendor’s website, and see what their customers are saying in reviews on Capterra and ITSM surveys by Gartner

Who is this guide for?

• IT Managers
• IT Operations Managers
• Service Desk Managers
• Support Center Team Leads

When should I use this guide?

Use the approach outlined in this article when:

• you want to get an overview of what an ITSM tool is, how it helps, and what to look out for in a solution.
• you’re searching for and comparing different ITSM tools.

What is an ITSM tool?

An ITSM tool is software that helps you design and improve your IT services, acting as a central hub for your incidents, IT assets and requests. Think of an ITSM tool as the “mission control” of your IT services.

Key features of ITSM solutions

• Incident Management: Log, track, and resolve requests in one place.
• Problem Management: Get to the root of recurring issues.
• Change Management: Plan, track, and roll out changes.
• Asset Management: Keep tabs on IT valuables and their lifecycle.
• Configuration Management (CMDB): Create an inventory of IT assets and their relationships.

Why do we need 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.

How do I choose the right ITSM tool for my organization?

There are so many different ITSM tools out there that it can be tricky to know where to start.

Here’s a quick step-by-step guide to selecting an ITSM tool for your organization:

1. Understand your “why”. Start by identifying the current challenges and inefficiencies in your IT processes and how an ITSM solution can address them
2. Define your must-haves. Get a clear picture of which features and functionality are essential for your IT processes and which are more of a nice-to-have.
3. Consider scalability. Technology is an investment, so you want to make sure your IT solution is a fit for your organisation’s future, not just the current moment.
4. Get a picture of your integration needs. You want your ITSM tool to integrate with your existing tools and systems. Think about key platforms like your project management software, identity provider, or collaboration tools, and how these could integrate with an ITSM tool.
5. Build a business case. You might be convinced of the value of ITSM, but are your C-suite colleagues on the same page? Check out our 5-step guide to creating an ITSM business case to get started.
6. Think about implementation and support. Different vendors provide different kinds of support before, during, and after implementation. Get clear on your team’s needs here.
7. Do your research. Check out Capterra and Gartner for side-by-side comparisons, read customer reviews, and speak to existing customers to hear about their experiences.

Should I choose a self-built or standard ITSM tool?

An important consideration when selecting an ITSM tool 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. For a detailed comparison between TOPdesk and Freshservice, two leading ITSM tools, you can refer to the blog post "TOPdesk vs Freshservice: A Detailed ITSM tool Comparison.

How do we make sure our ITSM tool is scalable?

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 and can scale with you.

Here are a few key characteristics of a future-proof ITSM solution:

• Based on cloud technology. Cloud-based ITSM tools are quicker and more cost-effective to set up and maintain because there’s no need to purchase or install hardware. And unlike on-premises solutions that are only available during office hours, cloud-based solutions allow you to offer IT services around the clock.
• Machine learning or AI. ITSM tools with built-in machine learning or AI can enable your team to focus on more fulfilling, high-level work by allowing agents to handle repetitive tasks like password resets or basic troubleshooting.
• Advanced analytics or reporting. ITSM tools with advanced analytics allow teams to view real-time dashboards and reporting to track KPIs, SLAs, and customer satisfaction, all in one place.
• Mobile accessibility. This will be essential if a lot of your business happens away from the desk.
• Advanced integrations or API. 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 tool 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.

The bottom line? Think critically about the problems you’re trying to solve with an ITSM solution, and which features or functionality will help you get there.

What are the biggest trends in ITSM tools right now?

There are so many ITSM trends out there. But how do you 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.

How will we collaborate with an 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”

Pay attention to your interactions with the vendor. Ideally, you’re looking for a supplier that responds 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.

Customer stories

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.

Reviews on third-party sites

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.

Talk to a real-life customer

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.

Quick checklist for choosing an ITSM solution

When selecting an ITSM solution for your org, start by asking yourself these questions:

• Do we need self-built or standard ITSM software? Remember: Self-built = more flexibility and more complex to set up and maintain, standard = built on ITSM best practices, quicker to set up and more user-friendly.
• Which key challenges are we trying to address with an ITSM tool? The kind of ITSM tools you need should be determined by your business goals.
• What kinds of features or functionality will make an ITSM tool future-proof? Think about AI, analytics, or an API, for example.
• How do we want to collaborate with our ITSM vendor? Do you prefer a hands-off approach, or is a personal touch a must? What support will you need before, during, and after implementation?

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 on board 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.

Final thoughts on choosing an ITSM tool (and a first quick win)

An ITSM tool can help your team cut down on manual, repetitive work by automating tasks, empowering customers to solve their own requests with self-service, and producing reports and analyses more quickly.

When researching and selecting an ITSM tool, you’ll need to consider your business goals, any specific challenges you’re trying to address, and the kind of collaboration you’d like to have with your ITSM vendor. It’s also worth looking into how your org is evolving and thinking about which features will make your ITSM solution more future-proof.

Looking for a quick first step? Head over to Capterra. This review platform helps you compare different ITSM software vendors and provides scores for ease of use, customer service and value for money.

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.

Read the ITSM buyer's guide.