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Avoiding ITSM Feature Overload

RightStar TeamApril 7, 2023

Choosing Tools Your Organization Needs

IT Service Management (ITSM) is an organizational process that ensures operational teams manage, implement, and provide IT services to stakeholders. These processes include the design, development, and delivery of services such as Incident, Change, Problem, and Configuration Management. Recently, research firms have promoted the term Enterprise Service Management (ESM), replacing ITSM as a revolutionary outgrowth of the digital transformation culture. And because of automation, Artificial
Intelligence (AI), and non-IT applications, ESM may now be a more appropriate moniker than ITSM due to ITSM’s growth in importance, reach, and function in the enterprise.

ESM or ITSM aside, many organizations have barely scratched the surface, and even fewer still offer advanced services such as Robotic Process Automation (RPA). Other organizations have realized that a shiny new software toolset doesn’t always equal improved stakeholder satisfaction, increased efficiency, or lower overall costs. Combining that with how ITSM software vendors bundle their offerings means organizations must often deal with internal friction and other challenges, not to mention budget overruns. In response, several software vendors have developed ITSM tools and features that aim to alleviate those pain points. 

Decision-makers have developed an enormous appetite for ITSM tools that promise to simplify various processes. As a result, organizations purchase many of these tools for the large number of features bundled into the product. However, teams often find that they require only a tiny fraction of these features. In other cases, an organization will purchase several similar tools because none has the right combination of elements.

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Under the same umbrella

We’ve created a report, “Avoiding ITSM Overload: Choosing Tools Your Organization Needs for IT Service Management.” It provides best practices for avoiding ITSM Overload and gives great info on a streamlined ITSM approach.