4. Is the IT ticketing software ITIL-aligned?
ITIL (earlier called Information Technology Infrastructure Library) is a framework of best practices for IT service management that aligns IT services to your business requirements. We know that ITSM, or IT Service Management, enables organizations to deliver and manage IT services and provide high business value to the customers. Wherever IT systems or IT infrastructure is present, ITSM is performed inevitably. ITIL, on the other hand, enables these organizations to achieve efficient ITSM. Simply put, ITSM is how you manage IT, and ITIL guides businesses towards efficient ITSM. ITIL covers different areas like Incident, Problem, Change, Release Management, and more to ensure better communication with users. It is a widely accepted framework in the field of IT service management, primarily due to the high success rates of businesses after adoption. On the other hand, ITIL is only a best-practices framework and not a standard. This allows service desk software to only be ITIL-aligned and not compliant. So in essence, an ITIL-aligned service desk software will be more efficient and productive compared to those that aren’t.
These are basic guidelines that help you arrive at a decision and pick the right ticketing software for your business needs. When you’ve made a decision, be sure to sign up for a free trial version of the product as most vendors provide trials. This helps you evaluate and assess your choice by using it in your business environment. During this phase, you could also experience the service and support from the vendor’s side. This aids in finding out the credibility and quality of support from the service desk supplier, as it is a deal-breaker in your journey as their customer. Always look for making the most out of this relationship. To summarize, a good ticketing software is loaded with features, it is easy to use, it is highly flexible in terms of customizations and integrations, and most importantly, is aligned with ITIL. Finding a one-size-fits-all solution is incredibly difficult, but if you follow the guidelines above, you would arrive at a solution that offers you the best of all worlds.
