deepthi sHave you considered how much unplanned downtime actually costs your organisation?
According to research, an average organisation loses about US$5,600 with every minute of surprise downtime caused by IT issues, which currently equates to over ₹4.6 lakhs per minute. When service delivery is delayed, your operations, employee productivity, and customer trust are all affected.
And this is where IT Service Management (ITSM) come into play. A solid ITSM tool will help you to standardise processes faster, reduce delays, and keep systems functioning optimally.
In this blog, we will review ITSM and discuss the important features that should be included in an ITSM tool, highlight the most common mistakes made in the selection process, and enable you to make the right decision for your organisation.
Mitigata – India’s Leading ITSM Service Provider
As India’s only full-stack cyber resilience company, we have successfully secured 800+ businesses by offering insurance, security, and compliance solutions. We offer a security-driven ITSM solution designed for contemporary businesses that prioritise both protection and agility, not simply another IT service tool.
We provide you with the following:
- Transparent and Reasonably Priced: Get ITSM services from us at 30% lower market rates.
- Always-On Support: Our support staff is here to assist you at any time.
- Simple Integration: If you use a SIEM or another vulnerability management solution for monitoring, Mitigata ensures a smooth integration.
- Zero Training Overheads: We have a simple, user-friendly interface designed for actual users. No need for expensive certification fees or drawn-out training courses.
- Free Demo: Book your free demo today and see how we simplify ITSM with end-to-end automation and resilience.
- Exclusive partnerships with leading OEMS: Access trusted technology solutions backed by Mitigata’s expertise and industry alliances
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What is ITSM?
ITSM (Information Technology Service Management), is a structured approach to helping organisations manage IT services throughout their lifecycle, from request to resolution. While many organisations still consider IT a support function, ITSM unites technology with business needs.
When implemented effectively, an ITSM framework fosters repeatable processes such as incident management, change control, and service request processes.
How to choose the right ITSM tool?
Finding an ITSM tool is not just a bunch of checkboxes. The right tool will enable improved workflows, reduce manual effort and improve communication between teams. Here are the features of the best ITSM tool:
- Centralised Service Desk
A centralised service desk acts as the single entry point for all IT requests. It helps track, prioritise, and manage tickets from start to finish, improving visibility and reducing duplication. This improves SLA performance and ensures that nothing falls through the cracks.
- Incident Management
Incident management allows quick response to user-reported issues by automating ticket creation, classification, and prioritisation. This helps reduce downtime and keeps business operations running smoothly.
- Service Request Management
An effective ITSM tool should handle routine user requests, such as software installations or hardware access, using predefined workflows. This standardises the process and makes it easier to deliver services quickly and consistently.
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- Problem Management
Beyond fixing incidents, the tool should help identify root causes of recurring issues. By understanding what’s causing the problems, IT teams can implement long-term fixes and reduce repeat tickets.
- Change Management
Change management tracks all changes made within the IT environment. This includes approval workflows, testing steps, and rollback plans. It helps reduce risk during upgrades, maintenance, or new deployments, and keeps your infrastructure stable.
- Asset and Configuration Management (CMDB)
Tracking all your hardware, software, and dependencies in a configuration management database (CMDB) gives you complete control over your IT infrastructure. It helps with forecasting, budgeting, compliance, and impact analysis during incidents or changes.
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- Knowledge Management
A built-in knowledge base lets users and IT staff access solutions to common problems, reducing ticket volume and improving resolution time. It helps capture valuable knowledge and makes it easier for users to find answers on their own.
- Automation and Workflow Engine
Automating routine tasks like ticket assignment, approval routing, and notifications can save a lot of time. It also reduces the chance of human error and allows IT staff to focus on more strategic work.
- Self-Service Portal
A self-service portal gives users the ability to log issues, submit requests, or find help articles without waiting for IT support. It reduces the number of incoming tickets and improves the user experience.
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- Service Level Management (SLA Tracking)
Monitoring response and resolution times helps ensure your team meets its commitments. SLA tracking keeps performance consistent and supports accountability within the IT team.
- Reporting and Analytics Dashboard
A strong ITSM tool should offer clear dashboards and detailed reports. This includes technician performance, ticket trends, SLA compliance, and more. These insights help IT leaders make better decisions and continuously improve service delivery.
- Integration with Existing Tools
Your ITSM platform should connect smoothly with existing tools like monitoring systems, communication apps, and asset management platforms. Good integration reduces data silos and helps teams work with accurate, real-time information.
- Scalability and Cloud Support
As your business grows, your ITSM tool should grow with it. Support for cloud-based deployment offers flexibility, reduces maintenance overhead, and ensures remote teams can access the system from anywhere.
Common Mistakes to Avoid During ITSM Tool Selection
Choosing an ITSM platform is a big decision. Here are the common mistakes that limit sustainable value:
- Emphasising cost: The lowest cost solution may not come with essential features, flexibility, or scalability.
- Underestimating usability: An overly complex or feature-rich interface can hinder engagement and resolution times.
- Not checking for integrations: Tools that cannot be integrated into existing systems often end up creating another silo.
- Not considering reporting functionality: Reporting provides the evidence for IT’s impact on business performance.
- Not planning for training: Understand that teams need education and training to help them understand how to use the platform in the most effective way.
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Conclusion
An effective ITSM tool is a blueprint for stable, measurable, and secure IT operations. If you have the right tools to support automation, analysis, and integration, your business is positioned to deliver quicker and better service experiences.
Get a free demo today with Mitigata and build a safer, cyber-resilient business.
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