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ITSM: Top 5 Features to Look Out For
November 1, 2022 Blog


The needs of modern enterprises may change and develop swiftly but the importance of effective IT Service Management or ITSM stays consistent and relevant. If organisations want to boost productivity and advance smoothly towards digital transformation, they must construct and maintain a reliable IT infrastructure.

More and more pressure is being put on IT departments to increase productivity while decreasing spending and increasing IT response to governance, risk management, incident management, and also other areas. With technology advancing at an exponential rate, it is becoming increasingly important for IT systems to seamlessly incorporate newly developed tools and apps into operational workflows.

Thus, businesses need effective IT Service Management in order to respond rapidly and proactively to issues mitigating their potential impact on operations.

IT Service Management: What is it?

IT Service Management is an approach to managing Information Technology (IT) that ensures IT services meet the requirements of a certain organisation. ITSM is the overarching framework that regulates the design, implementation, and upkeep of an organisation’s IT systems and services.

IT Service Management is a collection of tools, processes, and frameworks designed to make the management of IT services easier because doing so manually is impossible. Furthermore, IT Service Management systems can be tailored to meet the requirements of many sectors, including the medical, building, and financial sectors, among others.

These days, ITSM technologies are used by the vast majority of businesses to implement organisational rules and procedures that improve responsiveness to customers, productivity, and the quality of service provided. As a result of the market for ITSM software being so dynamic, it can be difficult for enterprises to locate a solution that has all the capabilities they need.

In this article, we will discuss the features that organisations should look for when they are looking for ITSM solutions.

Must-Have Features of ITSM Software

As your company moves forward with its digital transformation strategy, it is only normal to anticipate that IT services will provide increased assistance with operational tasks. One set of ITSM characteristics may provide a better return on investment for some enterprises than others. Even though some of the most important aspects of IT Service Management are dependent on specific use-cases and will be different for each organisation, there are some elements that all IT Service Management software should include. These features are:

  • Asset Discovery and Management
    • Integration with ITSM tools provides full visibility and control of the IT environment, even if the primary functions of an ITSM system are asset discovery and management.
    • This interface will allow for a more efficient administration of incidents, changes, configurations, provisioning, deployment, licencing access, and more. Insights and data-driven choices can then be applied to all of your IT resources without overwhelming your IT staff. This integration will automate the configuration and enable better remote IT support by keeping track of all IT assets in real-time.
  • Incident Management
    • Operations may be interrupted without warning, and the results are catastrophic. Unscheduled downtime is extremely negative as it slows down operations and causes a decrease in production numbers which may lead to the waste of a lot of money and in the end, hinders the company’s ability to compete.
    • An IT Service Management software can automate incident management, allowing your IT department to provide fast, proactive incident management to fix problems before they cause a major disruption to business operations. The best ITSM software will let your IT staff look into the past by using historical data to foresee potential problems that may happen in the future, giving you control to take preventative measures to keep things operating smoothly.
  • Configuration Management
    • IT Service Management’s configuration management takes care of everything from keeping tabs on the settings of individual IT assets to coordinating updates to the IT infrastructure through a centralised database. As a result, your team will benefit from a deeper understanding of the IT landscape, and your IT Service Management software will be improved.
    • In dynamic Information Technology settings, hardware and software assets are always evolving. Regular configuration updates are the responsibility of the IT department to ensure compliance with the latest company regulations and user needs. The Configuration Management Database (CMDB) stores configuration information and the IT Asset Management solutions store the current status of these assets.
    • Your CMDB will be able to maintain accurate records of asset ownership, relationships, and licences with the use of data from your IT Asset Management (ITAM) system. By incorporating these procedures into an IT Service Management platform, you will be able to keep better tabs on your IT assets in real-time and reduce the likelihood of noncompliance.
  • Knowledge Management
    • Knowledge management is an IT Service Management capability that aims to increase information efficiency and usability in order to promote problem-solving with self-service support. When combined with your IT asset management platform, it creates a knowledge repository solution that shortens the time it takes to resolve incidents, keeps assets online for less time, and cuts down on administrative costs. It simplifies the development and management of knowledge by providing asset lifecycle information as well as workflows to publish, manage, and efficiently use expanding knowledge assets.

Selecting the best IT Service Management (ITSM) solution requires an understanding of the various ITSM features and an awareness of the available ITSM solutions. This will improve the efficiency of your IT and service provisioning processes.

The best IT Service Management (ITSM) software will help ensure that all business processes contribute to achieving organisational objectives, providing a high return on investment while meeting all of your company’s needs.

Keep in mind that the finest IT Service Management software for your business might not be the greatest software overall. Self-service features may be sufficient for service desk-focused organisations with only basic ITSM features, while advanced machine-learning-based reporting capabilities may be necessary for DevOps setups in order to discover SDLC process bottlenecks and decrease waste processes. Hence, choose the best ITSM software depending on your organisation’s needs based on the features listed above.