How would I Know if I need a new ITSM

tool?

Well, you may need a new ITSM if…

1. Support Agents seem to take too long resolving issues, resulting in unhappy end
users/customers.
2. Agents work on same issue again and again and thus wasting time that can be utilised by
them in other key areas.
3. Service Requests not properly logged by the end users and thus their requests falls in
wrong support area/group.
4. If you do managed services and clients are leaving due to your inability to provide the
level of support that they require in order to use the products/services properly
5. Varying delivery of service as there is no centralized knowledge storehouse resulting in
rework.
6. Knowledge sharing between agents is non-existing or gentle.
7. Failure to track the known errors and treated as if they are brand new each time.
8. Unable to track agent performance
9. Unable to track customer satisfaction/feedback or customer satisfaction scores are
declining
10. Customers are contacting service desk multiple times to get resolution to their issues.
11. Request for service goes undocumented
12. Tickets are getting transferred between multiple support teams before getting resolved
13. Important/critical data, follow ups with customer/agent captured in email, sticky notes
etc.

How would I know if now the right time to deploy new ITSM toolsets?

Well, there are no rules to tell you what the ‘right time’ to buy new ITSM software solution,
however the above signs/indicators will act as key factors for digital transformation of your
IT. Set a budget, Process and policies and consider following factors while evaluating best fit
ITSM tool for your organization:

1. Configuration (Web Based/Client Based, On premise or SaaS solution)

2. Features (Codeless, Code Required, Customisation, ITIL Compliant, Out-of-the-box Service

management process model)

3. Integrations (Single Sign On, AD/LDAP integration, seamless Integration with monitoring
tools, Integration with Internal data sources, Email, Out-of-the-box mobile integrated)
4. Configuration (Customisable ticket fields, workflow management, business rule engine,
knowledge database

5. Data (Attachments, Time tracking, Data import/export, in built drag and drop Reporting,
Analytics, Strong Searching, security)

6. General (Data segregation, Social and collaborative, Multi process support,

Accessibility,Deployment, Best practices)

Lastly Remember...

ITSM Software solution is not intended to tell you what your process is...!