10 Tips To Select The Right ITSM Tool In 2021

Bright Horse

Set Real Objectives

Go beyond the basics of incident, request, and change management. Although ITIL protocols are good to follow, create real objectives based on your organisation’s real needs.

Employee Engagement

Ask your employees the kind of help do they require from an ITSM tool. Buying a tool and ordering your workers to use it, even if it may not solve their problems is the wrong way to go.

Don’t Buy In A Hurry

Spend a decent amount of time considering things like consistency in ITSM processes, user interface, application compatibility on multiple devices, automation, etc before purchasing a tool.

Focus On Processes

No tool in the world will help you if you don’t have the right kind of processes established in your business. Review them to ensure that they are aligned with solving the problems of your customers.

Needs Vs Wants

Sellers often try to embellish their products to look shiny on the inside. Prioritise the ‘urgent needs’ of your company over the features that you would “want to have” just because they look fancy.

A Strong Request For Proposal

Before buying a tool, ensure that your vendors are also aligned with the strategy you plan to implement with the new tool. A strong RFP will help you keep the procurement stage on track.

Customer Experience

If your customers find it difficult to deal with the tools or can’t navigate their way through the interface, you not only risk wasting your money on the tool but also gamble the loss of customer engagement.

Look Beyond IT

Look for the tools that not only help you manage your IT processes but may also help the other branches of your company get more efficient.


Know the kind of work you will be making these tools do. Will it be used to support ‘work from home’ culture? Is it to boost mobile phone usage? Purchase the right licensing to save cost and drive efficiency.

Practice Sessions For Employees

Instead of forcing your employees to learn on the job, allow them enough time to test, experiment, use, and make mistakes with the new tool. Help them familiarise themselves with the tool.