How to choose an ITSM toolset
Choosing the right IT Service Management (ITSM) tool is one of the most important decisions you’ll make as a service desk or IT manager. Whether you’re in the process of selecting one now or planning for the future, the impact of choosing the right ITSM toolset cannot be overstated.
The Importance of the ITSM Toolset
An ITSM toolset is the backbone of your IT department – it’s how your team will communicate, assign tasks, and monitor progress. Selecting a ‘good engine’ can mean smooth operations, while a ‘bad engine’ could lead to stalled processes and inefficiencies.
Before diving into the selection process, let’s debunk a few myths about ITSM tools:
- Myth #1: “The tool will solve all our process problems and bring best practices.”
- Myth #2: “A properly configured tool means less work for everyone.”
- Myth #3: “System integration will eliminate the need for manual intervention.”
Moving past these assumptions is essential. A tool won’t fix broken processes—your team needs to understand its business processes and what it requires from an ITSM tool.
Choosing The Right Tool with PinkSelect
Steps to Choosing the Right ITSM Tool
Understand Your Needs
Start by defining your business processes and understanding what your organisation truly needs from an ITSM tool. Get input from all relevant teams, including the service desk, since they’ll be the ones using the tool daily.
Build a Custom Questionnaire
Once you’ve identified your key requirements, create a questionnaire with weighted criteria specific to your needs. Ask yourself what functionalities and processes are critical for your team. This helps narrow down potential ITSM vendors.
Focus Beyond the Technical Details
While the technical capabilities of the tool are important, don’t get lost in the technical details. Around 60% of businesses fail when implementing transformational change. Keep in mind the broader changes that come with adopting a new ITSM tool and how it will affect your team’s workflows.
Demo Day: Test the Tool in Action
One of the biggest steps in choosing your ITSM tool is the demo day. Before the demo, send a few test cases to the vendor so they can showcase how the tool would work in real scenarios.
The tool needs to be user-friendly – creating reports should be as simple as drag-and-drop. Avoid tools that require complex coding for basic tasks, as this can lead to frustration and inefficiency.
Visit Reference Sites
Take the time to visit reference sites and speak with current users of the tool. Build relationships with them so you have someone to reach out to for insights as you continue using the tool.
Implementing the ITSM Tool
Once you’ve selected your tool, it’s essential to create test cases for acceptance. Don’t simply allow the vendor to install it and walk away – thoroughly test the tool to ensure it meets your needs.
Stay in contact with the vendor after implementation. Too often, organisations distance themselves from the vendor after the tool is installed, but keeping a good relationship can lead to ongoing support and improvements.
Key Considerations for ITSM Success
When implementing and using your ITSM tool, remember these four fundamental areas: process, people, management, and technology. These elements form a delicate ecosystem—changing one affects all the others.
Final Thoughts
At its core, ITSM is a tool designed to serve your team and business needs. Keep in mind that the toolset is there to support people, not the other way around.
Selecting and implementing the right ITSM tool is a significant process, but by focusing on your team’s specific needs and maintaining a strong relationship with the vendor, you can ensure the tool will help your organisation run more efficiently.