Your team needs IT service management software. How do you choose the most user-friendly option?

In my opinion the critical assumption in this question is that we have sufficient budget to go with new or enhanced technology. If we are answering for a startup then we should start with open source or run POC on few top rated ITSM tool. Once we get assurance that it first meet our defined requirement and easy to upgrade.then go . Also tool should be user friendly and technology friendly. Market has many such tools now like ZOHO, Snow, fresh desk… many. If you have concerns on budget go with jira SD, manage engine, zendesk…. All these are easy to work. user and technician friendly it give options for basic development so you can make some change on out of the box solution.

Identify the specific needs and requirements of your team. Consider factors such as the size of your team, the complexity of your workflows, and the level of technical expertise.

There are some decent open-source tools out there. Like bugzilla (that's more of a ticketing system, but it seems very likely for a CRM-lite solution also to exist) Most enterprise software players (IBM, SAP, Oracle, EMC...) as well as some "BI" focused players provide KM tools. Tools are usually focusing on 2 aspects: (1) knowledge capture and storage, where smart and simple categorization are key, and (2) information retrieval.

To choose the most user-friendly IT service management software for your team, consider factors such as intuitive interface design, ease of navigation, and user reviews. Conduct trials or demos to assess user experience firsthand. Prioritize software with customizable features to meet specific team needs. Additionally, check for comprehensive training and support options to ensure a smooth onboarding process for your team.

Standardized one window solution is recommended. Platform like Jira, MEDC and Slack are more user friendly. Data visualization and monitoring is also key aspect.

Ferramentas de gerenciamento de serviços existem aos montes, procure comparar as funcionalidades, custos, integrações, facilidade de uso, etc. Opte sempre pela aplicação que tem o melhor custo benefício, passos largos, erre pouco.

The final step is to test and evaluate the ITSM software options that you have shortlisted. You can do this by signing up for a free trial, a pilot project, or a sandbox environment. This will allow you to see how the ITSM software works in real-life scenarios, and how it fits your team's workflow and culture. You can also involve your team members and stakeholders in the testing and evaluation process, and get their feedback and inpu

To assess and compare software options, it is crucial to establish the essential functionalities and features that will serve as primary criteria for comparison. Subsequently, one should identify supplementary features that could improve system utility and offer additional value in terms of service enhancement. Additionally, factors such as ease of use and system scalability should be taken into account. Conducting a Proof of Concept (POC) is highly advisable, as it aids the team in gaining insights into the system's functionality and operations.

Tente simular ao máximos todas as demandas de sua equipe na ferramenta e busque extrair as informações necessárias para a tomada de decisão pela mesma. Se a ferramenta contribuir com a organização dos serviços da área de TI e você puder abandonar controle paralelos, já será um grande passo.

All the steps articulated here are great.However, couple of more considerations are to be made while evaluating ITSM. Omni channel interface i.e. chatbot, mobile, WhatsApp and other social media connectivity should be available and mobile app should be available. While logging complaint or query, user should get auto prompt for solution from knowledge base. The ITSM tool must be pink certified for maximum processes. Realtime dashboards should be available for various levels of executives and management for tickets, SLA, user Satisfaction etc.

Integration Capabilities: Ensure that the ITSM software can integrate seamlessly with other tools your team uses, such as collaboration platforms and project management tools. Integration reduces the need for manual data entry and enhances overall usability. Scalability: Consider the scalability of the ITSM software to accommodate the growth of your team and organization. Ensure that the software can scale without compromising usability.

Make sure that your ITSM suite meets not only your technical needs, but the needs and workflows of your users. Including users in Service Management decisions who can help shape how you build routing and ticket handling, and you can reduce systems (example: a workflow in your ITSM suite to onboard or offboard employees can include HR, Payroll, Benefits, IT, and Security) and allow you to track the program. If your users are going to use and interact with it, make sure you get their input.

No mundo das integrações, procure ferramentas que se adaptem as integrações com outras aplicações. Deste modo você sempre terá a informação necessária para tomada de decisões e também para gerar ações mais rapidamente sem depender de acessar a ferramenta principal. Ferramentas opensource são uma boa pedida, por exemplo o GLPI. Facilmente integrável a ferramentas de monitoramento como o Zabbix.

Be ready to face resistance to change. ITSM software don't use to be user friendly, but once you get familiar with one you prefer to stick to it rather to move to a new one.