{"id":4510,"date":"2025-04-11T17:26:26","date_gmt":"2025-04-11T17:26:26","guid":{"rendered":"https:\/\/www.teamdynamix.com\/uncategorized\/what-to-look-for-when-shopping-for-new-itsm-software\/"},"modified":"2025-07-29T15:59:13","modified_gmt":"2025-07-29T15:59:13","slug":"what-to-look-for-when-shopping-for-new-itsm-software","status":"publish","type":"post","link":"https:\/\/www.teamdynamix.com\/blog\/what-to-look-for-when-shopping-for-new-itsm-software\/","title":{"rendered":"What to Look for When Shopping for New ITSM Software"},"content":{"rendered":"<p>When it comes to\u00a0<a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/\">IT Service Management (ITSM)<\/a>, it\u2019s essential to consider both the tool you want to invest in and the practice\/framework you want your organization to follow. We hear some customers say that they don\u2019t want to feel pressured into a strict ITIL framework, while others want a solution that allows them to adhere to a strict ITIL framework. What you need is a codeless, out-of-the-box ITSM solution that does both.<\/p>\n<p>You might think, \u201cDoes a tool with that flexibility exist?\u201d It does, and here\u2019s what you need to look for to find it.<\/p>\n<h2>Uncomplicated, Codeless Configurability<\/h2>\n<p>When most people think of an out-of-the-box solution, they think of one that is rigid and limited in flexibility.<\/p>\n<p>That doesn\u2019t have to be the case with the right\u00a0ITSM tool.<\/p>\n<p>When evaluating ITSM providers and tools, look for a configurable solution \u2013 one that allows you to grow into your <a href=\"https:\/\/www.teamdynamix.com\/blog\/itsm-vs-itil-whats-the-difference\/\">ITIL framework<\/a>\u00a0or to jump into it on day 1.<\/p>\n<p>The key is to find a solution that is easy to use, easy to own and easy to operate \u2013 no deep technical expertise is necessary.<\/p>\n<h2>Key ITSM Features to Look For<\/h2>\n<p>For you to succeed with an out-of-the-box ITSM tool,\u00a0you need to make sure it has the following features and functionalities:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/incidents-and-problems\/\">Incident and problem tracking<\/a> \u2013 When you run a service desk, you need to have fast routing and the ability to group tickets for both incidents and problems. Doing so will allow you to communicate properly and be transparent throughout your organization.<\/li>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/service-portal-kb\/\">Service portal and knowledge base<\/a> \u2013\u00a0Did you know a support call can cost as much as $22\u00a0(according to\u00a0<a href=\"https:\/\/www.thinkhdi.com\/\">HDI<\/a>), while self-service is just $2 per incident? It\u2019s a recommended best practice to build out a solid knowledge base and service portal so customers can resolve their own issues instead of taking up your IT help desk\u2019s valuable time with requests like \u201cHow do I change my password?\u201d<\/li>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/workflow-automation\/\">Workflow automation<\/a> \u2013\u00a0Your teams should be focusing their efforts on your organization\u2019s highest priorities. By setting up automation for mundane, manual or error-prone activities, they can do just that.<\/li>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/it-asset-management\/\">Asset management and discovery<\/a>\u00a0\u2013\u00a0Make sure you can identify and track assets, plan for changes and\u00a0respond to issues with an understanding of CI configuration history, blackout and maintenance windows and impact maps.<\/li>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/itil-change-management\/\">Change management<\/a>\u00a0\u2013 The majority (nearly 80 percent!) of issues reported to IT are the result of poor change and release management. Make sure your tool allows you to properly organize and manage plans, execution and communication for new functionality and maintain the continuity of existing services.<\/li>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/dashboards-reporting\/\">Dashboards and reports<\/a> \u2013\u00a0Great ITSM dashboards and reports give you the key metrics needed to make confident decisions, helping you to identify issues before they become problems, support key meetings, profile trends and communicate the value IT provides to your entire organization.<\/li>\n<li><a href=\"https:\/\/www.teamdynamix.com\/products\/cai\/\">AI<\/a> &#8211; From <a href=\"_wp_link_placeholder\" data-wplink-edit=\"true\">conversational AI chatbots<\/a> that can help deflect tickets from overwhelmed IT help desks to AI agent assist, you will want an ITSM tool that empowers your team with AI.<\/li>\n<\/ul>\n<h2>Questions to Ask<\/h2>\n<p>To properly identify a flexible, easy-to-use tool, we recommend asking these questions:<\/p>\n<ol>\n<li>Are you able to create custom ticket types and workflows?<\/li>\n<li>Can you set up incidents and problems separately?<\/li>\n<li>Can you tailor the\u00a0user portal\u00a0to your brand and the specific\u00a0data\u00a0you want?<\/li>\n<li>Can users create a custom desktop?<\/li>\n<li>How easy is it to create reports and dashboards?<\/li>\n<li>Are you able to import and export data?<\/li>\n<li>Does it offer ITSM with\u00a0<a href=\"https:\/\/www.teamdynamix.com\/products\/ppm\/\">Project Portfolio Management<\/a> on one platform with integration and automation?<\/li>\n<li>What AI features and functionalities are available out of the box?<\/li>\n<\/ol>\n<p>And don\u2019t forget, the best out-of-the-box ITSM tool is one that supports your desired approach without any coding or scripting necessary.<\/p>\n<h2>Will the Solution Further Drain Your Resources?<\/h2>\n<p>It is\u00a0important to look at the platform as a core element\u00a0of your overall strategy \u2013 will we be able to grow with the\u00a0platform?\u00a0Can it support\u00a0<a href=\"https:\/\/www.teamdynamix.com\/products\/esm\/\">Enterprise Service Management<\/a>? Can we easily roll out new applications without coding? Can areas such as HR, marketing and facilities become connected and self-sufficient with the platform \u2013 without IT resources?<\/p>\n<p>Administration, workflow configuration and automation building should not require coding or scripting.<\/p>\n<h2>Does Your ITSM Tool Have the Integration and Automation Capabilities You Need?<\/h2>\n<p>When you combine your ITSM tool with a tool that also includes an integration and automation layer you can <a href=\"https:\/\/www.teamdynamix.com\/blog\/the-changing-landscape-of-itsm-software-why-automation-and-integration-are-now-basic-requirements\/\">supercharge your service delivery<\/a>.<\/p>\n<p>What does that mean?<\/p>\n<p>Simply put, you can pull together systems across your tech stack into a single platform and automate mundane tasks that might be bogging down your service desk \u2013 tasks like onboarding, offboarding, password resets, name changes, etc.<\/p>\n<p>By combining integration and automation with your ITSM, you can simplify both simple and complex tasks \u2013 saving you both time and resources.<\/p>\n<p>If you choose a codeless platform for this, you get the added benefit of anyone being able to use these tools \u2013 not just IT. By allowing lines of business to create their workflows, you can free up your IT resources to work on larger projects and eliminate the logjam when it comes to integrations within your organization.<\/p>\n<h2>How to Start the Search for a New ITSM Provider<\/h2>\n<p>Like their colleagues at other organizations, the IT infrastructure team for<a href=\"https:\/\/www.teamdynamix.com\/resources\/customer-stories\/legacy-supply-chain-itsm-tool\/\">\u00a0Legacy Supply Chain Services<\/a>\u00a0must wear many hats. Responsible for supporting nearly 1,000 employees across 22 locations in North America with a staff of eleven people, the team is constantly on the go.<\/p>\n<p>It\u2019s a familiar scenario found in companies across industries. IT teams need to work efficiently to support their business. To do that, they need the right tools and processes in place.<\/p>\n<p>\u201cOur previous tool worked great, but it was very limiting when it came to scaling our IT services and growing what we wanted to do,\u201d Keyon Farrier, service desk manager, said. \u201cWe really needed an ITSM tool that was an extension of our current IT infrastructure team. We wanted a system that could be self-sufficient and really act like an added member of our team.\u201d<\/p>\n<p>Farrier said they began their search for a better, more structured tool using the services of Info-Tech, a technology consulting and research firm.<\/p>\n<p>\u201cWe started our search with Info-Tech, looking at just change management tool to add to our existing ITSM tool at the time, then realized we also wanted to find a tool that could help us automate processes,\u201d he said. \u201cInfo-Tech provided us with some great options, so we started the vetting process and found that TeamDynamix really fit our needs \u2013 not just for change management and automation, but for everything.\u201d<\/p>\n<p>Based on the lessons that Farrier and his colleagues learned from their experience, here are three key strategies that can help organizations of all types improve how they deliver and manage IT services.<\/p>\n<p><strong>1. Understand your pain points.<\/strong><\/p>\n<p>The first step when embarking on an ITSM tech refresh is to truly understand what\u2019s holding you back.<\/p>\n<p>\u201cTalk to your help desk employees,\u201d Farrier advised\u2014the people who are on the front lines of doing the IT work. \u201cGet their input into the challenges they\u2019re facing, and then come up with a plan that can help alleviate those challenges.\u201d<\/p>\n<p>In looking for an IT Service Management (ITSM) platform that would help the team accomplish their goals, Farrier engaged his support staff in the search process, as \u201cthey\u2019re the ones who deal with the system daily,\u201d he explained. \u201cThey might sometimes be the forgotten folks, the ones who stay behind their laptop handling tickets. Yet, they\u2019re the ones who know what it will take to make the system better.\u201d<\/p>\n<p><strong>2. Do your research.<\/strong><\/p>\n<p>As mentioned previously, Farrier and his team enlisted the help of industry partners such as Info-Tech Research Group to help narrow down their search and find the right ITSM tool for their business needs. While Info-Tech offered several vendors for evaluation, they ultimately chose\u00a0<a href=\"https:\/\/www.teamdynamix.com\/\" rel=\"noopener\" data-internal=\"false\">TeamDynamix<\/a>\u00a0based on the guidance they received.<\/p>\n<p>\u201cWe found TeamDynamix because it was listed as a Leader in\u00a0<a href=\"https:\/\/www.teamdynamix.com\/resources\/ebooks\/info-tech-it-service-management-quadrant-and-vendor-rankings\/\" rel=\"noopener\" data-internal=\"false\">Info-Tech\u2019s quadrant<\/a>\u00a0for ITSM,\u201d Farrier noted.<\/p>\n<p>TeamDynamix has also been recognized as an \u2018Honorable Mention\u2019 in the last <a href=\"https:\/\/www.teamdynamix.com\/itsm-gartner\/\" rel=\"noopener\" data-internal=\"false\">Gartner Magic Quadrant for ITSM<\/a> as well as Customers\u2019 Choice in the 2024 Gartner\u00ae Peer Insights\u2122 Voice of the Customer for IT Service Management.<\/p>\n<p><strong>3. Find a true partner to help you optimize processes.<\/strong><\/p>\n<p>Because IT staff often feel pulled in many directions and time is at a premium, \u201cwe try to lean on some of our vendors and partners for help\u201d in implementing new software, Farrier said.<\/p>\n<p>As part of their implementation process, Farrier and his team found they needed to reevaluate and revise key processes when configuring the platform \u2013 especially around creating a better self-service portal experience.\u00a0 Here is where the ITSM software provider can also differ.\u00a0 It was important for the team at Legacy to find a software partner that also offered process consulting and implementation services.<\/p>\n<p>By spending a little more time on the planning, the company was better positioned for the actual migration.\u00a0 With the plan in place, the implementation itself can go faster. \u201cIt put us in a better position to succeed,\u201d Farrier observed.<\/p>\n<h2>Why Organizations Pick TeamDynamix for Service Management, Integration and Automation Needs<\/h2>\n<p>Frank Fear, CIO at\u00a0<a href=\"https:\/\/www.teamdynamix.com\/resources\/customer-stories\/covenant-healthcare-itsm-and-ppm\/\">Covenant Healthcare<\/a>, said his organization made the move to TeamDynamix for ITSM and PPM because they needed a better way to manage tickets and projects within IT. What attracted Fear to TeamDynamix was the ability to have everything on a single platform without requiring additional resources to manage the tool.<\/p>\n<p>\u201cI have my own CIO dashboard and in one look I can see any negative survey that\u2019s come in the last 24 hours, then pivot over and look at any project that has a status of red that needs my attention, then pivot over and look at what\u2019s going live in the next 30 days, then pivot over and see what critical tickets have come in from the help desk that maybe affect our entire organization,\u201d Fear said. \u201cThat\u2019s the wow. I think it\u2019s the pieces coming together in a single pane for me, as a leader, to be able to manage and support our organization.\u201d<\/p>\n<p>Another \u201cwow\u201d for Fear is that they don\u2019t need a dedicated full-time employee to manage and maintain the TeamDynamix platform, \u201cTeamDynamix, we felt, had all of the advanced functionality the other products had but didn\u2019t require the need for a full FTE to manage and support the product,\u201d he said.<\/p>\n<p><a href=\"https:\/\/www.teamdynamix.com\/resources\/customer-stories\/shaner-hotel-group-flexible-itsm\/\">Shaner Hotel Group<\/a> loves TeamDynamix\u2019s self-service and automation capabilities. Because the ITSM tool is web-based, employees can initiate service requests from their phone or another mobile device. That\u2019s an important benefit for an organization where many employees aren\u2019t sitting at a desk all day.<\/p>\n<p>\u201cWith limited help desk employees, we\u2019re trying to cut down on the number of phone calls we get requesting support,\u201d Vice President and Chief Information Officer Steve Shala said. \u201cWe\u2019re trying to push everybody online instead.\u201d<\/p>\n<p>When service requests come in through the online portal, they\u2019re routed automatically to the appropriate team member for a response. Because help desk staff are answering fewer phone calls, they can respond to service requests faster and more effectively as they come in through the portal.<\/p>\n<p>In addition, TeamDynamix allows organizations to set up\u00a0<a href=\"https:\/\/www.teamdynamix.com\/products\/itsm\/workflow-automation\/\">automated workflows<\/a>\u00a0for handling critical tasks. This moves processes along more efficiently and ensures that nothing falls through the cracks, which is especially helpful for managing multistep processes.<\/p>\n<p>For instance, fulfilling requests for new user accounts can be complicated because it involves getting input and approvals from many people. New employees might need access to many different IT systems depending on their roles with the company, such as networked security cameras or purchasing software. IT staff must work with multiple departments to get the right approvals.<\/p>\n<p>The customizable workflows within TeamDynamix automatically trigger messages to the appropriate people asking for their approval at each step in the process, so there are no delays and no steps are overlooked. \u201cThis might be the platform\u2019s nicest feature,\u201d Shala said.<\/p>\n<p>To read more about how TeamDynamix customers are finding success with ITSM, ESM, PPM and iPaaS, check out our <a href=\"https:\/\/hub.teamdynamix.com\/customer-stories\">customer spotlights<\/a>.<\/p>\n<p><em>Editor\u2019s note: This post was originally published in\u00a0December\u00a02020\u00a0and has been updated with new information.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When it comes to\u00a0IT Service Management (ITSM), it\u2019s essential to consider both the tool you want to invest in and the practice\/framework you want your organization to follow. We hear some customers say that they don\u2019t want to feel pressured into a strict ITIL framework, while others want a solution that allows them to adhere [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":4065,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[11],"tags":[99,119,121,122,100,102,75,103,76,104,77,105,71,574,72,88,90,82,83,85,86],"industry":[],"product-area":[49],"topic":[595,343,594],"class_list":["post-4510","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-automation","tag-enterprise","tag-enterprise-service-management","tag-esm","tag-integration","tag-ipaas","tag-it","tag-it-help-desk","tag-it-management","tag-it-service-desk","tag-it-service-management","tag-itil","tag-itsm","tag-itsm-provider","tag-ppm","tag-project-management","tag-project-portfolio-management","tag-self-service","tag-service","tag-service-management","tag-service-portals","product-area-it-service-management","topic-cost-containment","topic-optimizing-the-it-service-desk","topic-reducing-administrative-burden"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.6 (Yoast SEO v26.0) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What to Look for When Shopping for a New ITSM Software<\/title>\n<meta name=\"description\" content=\"Out-of-the-box ITSM software doesn&#039;t need to be hard to use and unconfigurable. 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