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6 Must-Have Features to look for in an ITSM software

Micro Focus Contributor
Micro Focus Contributor
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octane women.JPGService management is becoming mission-critical for businesses. Organizations that lack in data-modeling skills, advanced software, and techniques have a hard time managing their service desk. Besides data capturing, service delivery and management includes an ample amount of repetitive, time-consuming tasks that lead to human errors. Siloed approach to service management limits IT use cases and further fails to align with business objectives.

Integrating a feature-rich, adaptable ITSM software helps companies reduce their time-to-respond and drives down operational costs. However, before implementing an ITSM solution, businesses must ensure they have the flexibility to customize service-level agreements (SLAs) to match with service-level changes and requests.

Advanced automation, artificial intelligence (AI), machine learning (ML), natural language processing (NLP), and analytics are core technologies that define an ITSM’s maturity.

Let’s take a look at the must-have checklist while evaluating the ITSM software:

1.   Advanced Automation

Traditional service management methods hold back businesses and stalls time-to-value. Enterprises need automated ticket routing and assignment of incidents to improve their service availability.

An ITSM software must come with the ability to automatically:

  • assign or deflect tickets based on the support agent’s expertise or skillset,
  • track overloaded technicians and assign tickets to those with fewer incidents or issues to handle,
  • replace unavailable agents with backup technicians and reassign the ticket, and
  • trigger escalation process in case response or resolution time exceeds.

Email automation is another feature to look for in an ITSM software. It is a more efficient and effective way to reach out to end-users via automated responses. With this kind of automation, users receive relevant suggestions and troubleshooting tips in pre-templated emails with specified resolution timelines against raised tickets.

2.   Well-established Knowledge Center

An intelligent ITSM software keeps knowledge base centralized in a consolidated library. This makes it easier for end-users to access resources related to their issues while their tickets get resolved.

The search mechanism of the software should be advanced enough to pull out the exact resources users are looking for. For instant customer query resolution, the knowledge management of an ITSM software includes predictive analytics, auto-suggestion, and type-ahead functionalities.

3.   Easy Asset and License Management

While evaluating ITSM solutions, asset and license management are the key attributes to hinge on. Enterprises must be able to track, maintain, and manage IT assets, including software inventory and licenses within a single dashboard. The software solution should effectively control IT purchases, software licenses, and manage the asset lifecycle.

The selection process must be based on the features essential for monitoring and tracking of assets:

  • real-time monitoring dashboards
  • advanced reporting capabilities, and
  • ITSM balanced scorecard for the governance of assets.

For example: An ISTM software should offer analytics-driven insights based on a company’s service desk data. It will help improve the company’s asset management, change management, problem management, and more.

4.   Codeless Configuration

Implementation of service management framework is not a one-time process. It involves constant upgrade and modifications.

So, how do businesses keep up with the customization every time there is a service-level change? – Choosing software that requires minimal configuration without any technical expertise or expense is a viable decision.

A codeless software solution enables organizations to configure new releases and updates with no coding or programming skills. In fact, businesses can quickly customize or upgrade their existing applications (user-defined and process-based) in a codeless environment.

Codeless configuration results in minimal downtime and brings down the total cost of ownership (TCO), including deployment and operational costs.

5.   Flexible Deployment

Integrating any ITSM software and then trying to retrofit the existing framework is not an ideal move.

Organizations can integrate a flexible service management solution with existing legacy systems to seamlessly exchange data. Its capability should be extensible to non-IT areas as well.

Some businesses prefer to run ITSM solution as software-as-a-service (SaaS) while others want to run it in their physical data centers. An ITSM platform should allow customers to switch between on-premise and cloud-based (SaaS) models as their business needs change.

The software must fit in without disrupting organizations’ existing IT operations and service desk system.

6.   Smart Self-service

Large-scale organizations receive thousands of tickets every day, and their technical support teams are overwhelmed, handling end-users, system management, troubleshooting, and reporting.

The Result: Efficiency decreases with increased latency in resolution.

Self-service support via AI-driven chatbots, virtual agents, and native mobile applications transforms IT service management.

Bringing in a virtual assistant can benefit an organization in the following ways:

  • End-users get the support according to their own convenience
  • 24×7×365 assistance without any wait time
  • End-users can collaborate on their preferred mode of channel and applications for communication.
  • Well-maintained knowledge base helping to resolve problems quickly and accurately
  • Engaging and intent-based interactions
  • Support agents reduce their involvement in mundane tasks thereby enhancing the support quality


The ever-evolving market of IT service management makes it difficult for enterprises to select and implement the right software solution. A thorough evaluation of technical facets becomes a contributing factor in the decision making. Software comparisons on the grounds of maturity-level are meaningful. An efficient, self-service ITSM solution not only brings consistency in process-driven workflows but also improves the service desk performance significantly. Companies clearly feel the need to use ITSM software that helps cut down manual operational costs leveraging advanced technologies such as Machine Learning and Artificial Intelligence. Most importantly, AI-powered ITSM platforms help organizations deliver satisfactory interaction and improve digital customer experience.

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