5 aspects that make ITSM the tool of the moment

An efficient ITSM solution will increase workflow efficiency and employee satisfaction. Also, it takes part in digital transformation for higher productivity. But here we come and wonder, are the IT departments making the most of the benefits they can get using this software?

When selecting a proper ITSM Solution, there are some things, as an MSP, you should keep in mind. Let’s explore together the 5 things that make an IT Service Management tool to be outstanding:


Artificial intelligence is the new power that has revolutionized the IT industry and transforms the whole infrastructure in organizations. AI helps you to keep track of complex processes and accelerate innovation in your company and also increase digitization and change workflow efficiency.

company and also increase digitization and change workflow efficiency. Artificial intelligence (AI) undoubtedly transforms the way we work. Gartner estimates that in 2021, using AI to increase products and services will generate $ 2.9 trillion in commercial value and avoid costs equivalent to 6.2 billion hours of employee productivity, according to Microsoft.

In recent years, many companies have concluded that ITSM is crucial to their business. So they have yet to start implementing it, sometimes without knowing what principles to choose this software. AI streamlines processes and reducing the time required for routine processes. Also, it is providing more opportunities for development, planning, and creativity in organizations.


A platform must be easy to use and easy to analyze by the entire IT department because it contains an overview of all the problems in the company. Also, you can track detailed information about each station and user. It has to be easy for users to create tickets. And they should do that through more than one channel (might be by e-mail, phone, and live chat) and send feedback once the ticket was solved.

An efficient platform will help users achieve increased productivity and better results. They can get real-time help and following the status of the ticket. It should permanently scan computers and laptops for a good state of devices, software, and hardware and take action if anything goes wrong.


The ability to offer uninterrupted 24×7 service and support to your customers is one of the most important advantages. This is a key differentiator as if not only enhances the overall customer experience. Also allows you to capitalize on important opportunities for proactive customer engagement.

Why you should provide uninterrupted 24/7 support for clients?

• Customer Demand Constant Accessibility
• Customers Don’t Like to Wait
• Indicates High Responsiveness
• Avoid incidents

You and your clients do not afford downtimes, so problems should be solved immediately. Permanent services provide information about the IT system, identify non-functional aspects of IT assets.

A perfect ITSM Solution should be designed to detect outages and situations that may lead to problems if not addressed promptly, is a network management tool that provides real-time monitoring 24×7.


If an organization is not using an IT Asset Management is wasting time and money from the start. With ITSM Solution you manage hardware and software and optimize costs by recommending upgrades and solutions proactively.

It is important to get a detailed report in real-time regarding hardware and software programs. After that, it can analyze and optimize the usage of each and decide if it’s time for a change. With accurate assets management, you will always know the location of working stations, increase efficiency, and get a better customer service experience.


With a codeless platform that integrates an ITSM tool, you will have unlimited functions that may construct more features. The increased efficiency for all departments, by encouraging them to do better tasks is another advantage.

Without a codeless platform, ITSM is not that functional. Why is that? We know every organization is different and it has different needs. ITSM tools must be customized to suit each of them. It no longer makes sense to say that without a codeless platform, this is an expensive process that costs money and time.

Here’s a tip you can follow to check if an ITSM solution is implemented by a codeless platform. If you purchased a codeless platform the upgrade will be very simple, if not, it will take a really long time.

If you choose an outstanding ITSM might be the best decision for your business. It will bring you a lot of benefits like efficiency, productivity, and innovation for your organization. Ask the vendors how many of the above benefits their ITSM Solution offers and carefully choose the one that suits you the best.

Cloud-based, ITSM solution from OptimumDesk is ready to integrate platform offering the MSP both panoramic and in-depth view of his client IT infrastructure but also provides all the tools to manage the entire infrastructure and tickets efficiently, scale support and optimize costs assisted by AI.

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