The ITSM Buyer's Guide: How to choose IT Service Management software for your business
Your ITSM vendor choice shapes your IT operations for years. It affects how cost-effectively you manage daily service delivery, so compare your options carefully.
Consider IT Service Management (ITSM) tools that support Enterprise Service Management (ESM). An ESM platform provides a foundation for ITSM and enables other departments, HR, Finance, Legal, and Facilities, to digitalize their services using the same system.
This ITSM Buyer's guide helps you select the right vendor. Use it to establish your core business requirements and ask the right questions to identify the key features and functions that align with your needs, now and in the future.
Understand your organization's ITSM requirements
No vendor knows your organization like you do. But you might not know it as well as you think either. Here are your most essential business requirements for selecting ITSM software.
What do you really need from an ITSM platform?
Map out service management requirements for IT, HR, Legal, Finance, Customer Services, and other business functions. This helps you find an ITSM vendor and solution that match your cultural and regional needs.
Build your IT Service Management platform on your actual business needs. Choose ITSM solutions that support your business goals across all functions, not just IT.
Four factors to consider when evaluating ITSM software
1. User experience
When your ITSM platform is easy to use, agents and end-users work more efficiently. Self-service features let end-users resolve their own issues, freeing your IT team for strategic work. Modern ITSM solutions should offer intuitive interfaces that reduce training time and improve adoption rates.
2. Efficiency savings
Better IT service delivery means more than fast response times. A new ITSM platform can reduce costs by streamlining ticket-handling and issue resolution through automation and AI-powered features.
3. Total Cost of Ownership (TCO)
Beyond current costs, consider the time, effort, and money needed for future process or technology changes. Also consider what you lose by being unable to innovate or improve your ITSM solutions. TCO includes implementation costs, licensing, maintenance, training, and upgrade expenses.
4. Security and compliance
Your ITSM requirements may include compliance with regulations like GDPR, NIS2, and the EU AI Act, plus internal policies on data residency and cybersecurity. European organizations should prioritize ITSM vendors that offer EU data hosting and GDPR-compliant infrastructure.
Look beyond the Gartner Magic Quadrant for ITSM
Many organizations start ITSM tool selection with the Gartner Magic Quadrant. But that's not what it was designed for. Gartner says your research must start with understanding your own needs. Then you'll find an ITSM solution that matches your requirements.
"Do not start an ITSM tool selection with the Magic Quadrant. Begin by focusing on your own use case, and use the Critical Capabilities to learn how tool features align with your specific requirements."
The Gartner Magic Quadrant for ITSM only lists vendors with global operations. This excludes vendors with regional strategies, even when they serve customers worldwide.
You can also check regionally relevant analyst reports. Research in Action named Matrix42 the leading pure-play ITSM and ESM vendor for the German market in 2023.
Evaluating ITSM Solutions: What to ask vendors and reference customers
Consider these nine aspects when evaluating ITSM or ESM vendors:
- Agent and end-user experience
- Configuration and identity management
- Data and AI capabilities
- Business value and ROI
- Security and compliance
- Hosting options and data residency
- Licensing model
- Reporting options
- Vendor relationship
We'll explore each one and suggest questions to ask ITSM vendors and their reference customers.
What Does the ITSM interface look like?
When the ITSM interface resembles the social media or collaboration tools agents and end-users already use, adoption is faster. Modern ITSM platforms should offer consumer-grade user experiences.
How intuitive is the ITSM solution?
You don't want to spend excessive time and resources on training when implementing a new ITSM tool. An intuitive ITSM system helps users work quickly and predicts their needs based on their role.
Do mobile and tablet users get the same ITSM experience?
Users expect the same experience on mobile, tablet, or desktop. Make sure mobile and tablet access to your ITSM platform is as easy as desktop access.
What self-service features are available?
Self-service chat gives end-users quick answers to simple questions, 24/7/365. Self-service portals reduce ticket volume and improve user satisfaction.
Does the ITSM Platform use AI to help agents and end-users complete tasks faster?
Natural Language Processing (NLP) chatbots and Generative AI save time for agents and end-users, improving Service Desk productivity and end-user satisfaction. AI-powered ITSM features can automate ticket categorization, suggest solutions, and generate responses.
How many languages can the ITSM system support?
You may not need multiple languages today, but consider how you'd handle future language requirements. European organizations should verify language support for German, French, Spanish, Swedish, Finnish, Polish, and other relevant markets.
How does the ITSM platform integrate with other key software?
You need one unified view of your complete IT service environment. Single sign-on (SSO) simplifies integrated access across platforms.
Ask the references
How easy is the ITSM solution to use?
Ask customers how quickly agents and end-users adopted the ITSM platform, and what makes it easy or hard to use.
How long will it take to get the ITSM solution running?
ITSM implementation can be costly and time intensive. Find out how quickly you can incorporate your current processes, train your teams, and optimize workflows. A comprehensive ITSM tool lets you incorporate your processes while suggesting optimizations based on best practices like ITIL 4.
How easy is the CMDB to deploy?
A dynamic Configuration Management Database (CMDB) is essential for IT infrastructure visibility, but it shouldn't be hard to deploy. Simple CMDB deployment saves time and resources.
Can we create workflows without coding experience?
When users can create and adapt workflows without coding skills, you avoid bottlenecks. If an ITSM vendor promises 'codeless design' or 'low-code' capabilities, ask how codeless it really is.
How granular is the identity management?
Moving beyond traditional Role-Based Access Control (RBAC) shouldn't cause identity problems. Make sure you can easily define access controls based on business units, attributes, or location. Fine-grained access makes it easier for users to switch between roles. Integrated Identity Governance and Administration (IGA) is especially useful for large, fast-growing, or blended workforces where identities and roles change often.
Does the system allow automated provisioning?
User provisioning shouldn't be manual. Automated user permissions prevent dangling permissions or orphaned accounts when agreements end.
Can the system manage vendors and contracts?
Look for a SIAM-ready (Service Integration and Management) implementation that handles multi-vendor performance, contracts, and services. Get a single record for all vendors and suppliers, with performance management for Service Level Agreements (SLAs).
Ask the references
How long did it take to deploy the ITSM solution?
Configuration should be both easy and fast. Ask reference customers how long ITSM configuration took before they could use the platform in production.
Where will my customer and enterprise data be stored?
If your organization has data storage rules or is subject to data residency regulations, make sure the ITSM solution meets those requirements. Look for a vendor that lets you control where your data is stored—in your country, Europe, or overseas, and in public cloud, private cloud, or on your premises. GDPR compliance requires understanding where and how your data is processed.
How does the ITSM platform make use of AI?
Almost every ITSM and ESM platform offers AI-powered features that bring efficiencies and productivity gains to your Service Desk. With AI legislation advancing, especially the EU AI Act, understand how the solution uses AI and how that aligns with your policies and compliance requirements.
Which Large Language Models (LLMs) does the ITSM platform use?
Large Language Models (LLMs) play a growing role in ITSM and ESM platforms. They can categorize and summarize tickets, compose emails and live chat responses, and add to the knowledge base. Many LLMs exist and the landscape changes fast. Find out which models the ITSM solution uses, how and where it uses your data, and what guardrails ensure accuracy, transparency, and prevent bias.
How easy is it to start using the ITSM platform's AI features?
AI can transform agent efficiency, but if setup and training take too long, value is delayed. Ask the ITSM vendor to show you how to start using the AI features. This demonstrates how easy it will be to implement and adopt.
Ask the references
What value have you seen from the AI features of the platform?
Ask reference customers how they use the AI features in their ITSM platform. This gives you insights into the value for your organization. Also ask how easy the AI features were to adopt and how quickly they delivered measurable value.
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Matrix42 Intelligence brings AI to every role in your organization - on your terms - driving efficiency, control, and a superior service experience.
How will the ITSM platform help us achieve efficiency savings?
If you're targeting cost savings in specific areas, ask how the ITSM platform helps you achieve them. For example, Gartner estimates 80% of support tickets are handled manually, at an average cost of €20 per agent-handled contact. To reduce your cost per agent-handled contact, ask how the platform automates ticket handling and resolution.
How quickly can we expect to see value from ITSM solution?
Complex ITSM and ESM platforms can take months to implement, increasing costs and delaying ROI. Ask the vendor how quickly you'll see value and whether they offer accelerators or pre-built templates for faster deployment.
How easy is the ITSM platform to set up?
If the ITSM platform is hard to set up, you may need external consultants, adding costs instead of cutting them. Ask the vendor to walk you through setup. This helps you decide if you need external implementation support.
Ask the references
How fast was the Return on Investment from the ITSM solution?
Ask reference customers how quickly they saw ROI from their ITSM implementation and where savings came from—reduced manual work, improved resolution times, or lower operational costs.
How can the ITSM solution improve our security response times?
Delayed responses to security threats cost more to resolve. Fast incident remediation improves threat response and reduces costs. ITSM platforms with integrated security incident management capabilities accelerate response times.
Can the ITSM solution automate incident responses?
Automate routine security incident responses so your teams can focus on strategic challenges. ITSM automation reduces Mean Time to Resolution (MTTR) and improves security posture.
How easily does the ITSM system allow to monitor risk?
Risk management is essential for IT security, but not all ITSM systems are this proactive. Look for online dashboards and risk area audit reports that provide real-time visibility.
How does the ITSM system support our compliance obligations?
Regulations around data storage, processing, and use keep evolving. New rules also address AI use, particularly Generative AI and Large Language Models (LLMs). Your ITSM platform handles sensitive enterprise and user data. Understand how it supports compliance with laws, regulations, and policies affecting your business—including GDPR, NIS2, and the EU AI Act.
Ask the references
How reliable is the ITSM solution?
When reviewing references, ask about uptime, dependability, and accuracy. Ask reference customers about outages or downtime that affected their operations.
What hosting options are available for the ITSM platform?
Make sure you're comfortable with where your ITSM platform and data are hosted. If you prefer to keep some data on-premises in a hybrid model, or need the cloud data center in Europe, make sure the ITSM vendor offers these options. European organizations should verify EU data hosting options for GDPR compliance.
Can we change where the ITSM platform is hosted?
You need flexibility to choose hosting and deployment models that meet your requirements, SLAs, budgets, and compliance needs. If you might change hosting models later, make sure your ITSM vendor makes migration easy between on-premises, private cloud, and public cloud environments.
What are the datacenter capabilities?
When reviewing third-party datacenter options for ITSM hosting, consider these factors:
- Server types and geographic location
- Efficiency and reliability rating
- Data redundancy and backup procedures
- Data security and encryption standards
- Scalability and speed to scale
Ask the references
How well has the ITSM solution coped with business change?
Look for references that went through major business changes. Did their ITSM solution grow with them and support them through organizational changes, mergers, or rapid scaling?
Take advantage of Cloud Your Way, a flexible approach that lets you choose public, private, or on-premises deployment models to suit your business needs.
How does the ITSM platform allow a choice of licensing models?
Your requirements may change. Switching models or restructuring your license plan helps you get better value from your ITSM solution. It also helps you manage unexpected changes in user counts or usage patterns.
Does the ITSM system provide concurrent or named user licensing?
License based on what makes sense for your business. Make sure your ITSM provider offers what you need. For many businesses, concurrent licensing offers better agility and cost-efficiency since most users aren't logged in 100% of the time.
How fairly is the ITSM system priced?
Start with your functional business needs when comparing licensing costs. Otherwise, you might pay extra for features you don't need. Pricing is fair when you get measurable returns on your licensing costs and can scale cost-effectively.
Ask the references
How did you sell the ITSM investment to your management?
Ask reference customers how they built the business case for budget-holders. This can help you build your own business case with ROI projections and cost-benefit analysis.
Do all stakeholders have access to ITSM reporting?
Decide who needs to view KPI reports. Your ITSM system shouldn't limit this information to licensed users. Other stakeholders may need this information to understand business performance and service quality.
Can the ITSM system provide live performance tracking?
Sometimes you need real-time data. Live performance data lets you take immediate action when performance drops in any area, improving service levels and user satisfaction.
Does the system produce automated audit reports?
Audit reports don't need to be manual. Automated reports to stakeholders at scheduled times prevent information from being lost or overlooked and support compliance requirements.
Does the system provide visual reporting?
Clear visual reporting helps you make better decisions and automate workflows more effectively. Dashboards should display key ITSM metrics like ticket volume, resolution time, and SLA compliance.
Ask the references
How does the ITSM solution empower and improve decision-making?
Good reporting supports better business decisions. Ask references how they use dashboards and reports to make decisions that drive their business and improve service delivery.
Does the ITSM vendor truly understand our business?
A great ITSM vendor aligns with your corporate culture and understands your regional challenges. A shared geographical perspective enables clear communication, faster decisions, and tailored innovations. European organizations may benefit from European ITSM vendors who understand regional compliance requirements and business practices.
Who in the ITSM vendor would we engage with?
What level of expertise can you access from your ITSM vendor? Business-critical systems need clear escalation procedures. Can you access senior product development executives to discuss roadmaps, innovation, and functionality? User communities let you communicate with other users, share best practices, get tips, and submit feature requests.
What sort of ITSM vendor relationship can we expect?
If you want more than a client-supplier relationship, establish this early in the ITSM selection process. Many organizations get better value from partnerships that support them beyond deployment through their digital transformation journey.
Where are the support agents of the ITSM vendor based?
For many organizations, local support matters. Local support agents speak your language, understand your business environment, and get to know your organization. If that's important to you, ask where their ITSM support operations are based and what languages they support.
Ask the references
Is it possible to request new features?
A strong vendor relationship starts with productive dialogue between the vendor and your employees, customers, and partners. Ask references if customers can request features and influence product direction through user groups or advisory boards.
ITSM documentation and selection process
Use the questions in this guide to collect information from colleagues, vendors, and reference customers for your ITSM decision. Document your results clearly and consistently. You'll likely revisit and share this information throughout the selection process.
1. Create an ITSM requirements brief
This guide helps you outline your business priorities and write a vendor brief that clearly describes your ITSM needs. This exercise helps at any stage. It clarifies what's important and identifies your must-haves and nice-to-haves for IT service management.
2. Summarize your vendor findings
As you ask ITSM vendors these questions, build a profile of each company: capabilities, features, and cultural fit. Some vendors may stand out, but keep an open mind until you've reviewed several options.
3. Shortlist suitable ITSM vendors
Use the requirements brief and vendor profiles to shortlist ITSM vendors. Narrow your choice to two or three vendors. These vendors should meet your critical requirements and most of your other priorities.
4. Get internal buy-in for ITSM selection
Once you've documented findings and shortlisted ITSM vendors, share this information in an accessible format. A presentation or document set highlights the main points and gives your peers a clear view of the options. When your organization is ready to decide, you'll have the information to recommend the right ITSM choice.
Your next steps in ITSM selection
This guide's methods and questions help you identify strong ITSM partners and quality solutions. The final decision is yours and your stakeholders'.
More information makes your ITSM decision clearer. The result: an ITSM solution that automates business processes, engages Service Desk agents, and delights customers with excellent service.
Introducing Matrix42: The European Alternative in Service Management
Looking for a modern ITSM platform with automated processes, AI-powered capabilities, a friendly interface, and strong European presence? Here's what you can expect from Matrix42 ITSM.
ESM-ready platform
Matrix42 extends beyond IT to HR, contract management, crisis management, and other areas needing service management. One platform supports enterprise-wide service delivery.
Fast time to value
Matrix42 ITSM Essentials includes pre-built templates, processes, and functionality. Start using your ITSM platform faster with accelerated deployment.
Your choice of hosting model
Run Matrix42 on-premises, in a private cloud, in your chosen public cloud, or in Matrix42's secure European Cloud with data centers in Europe.
Friendly AI assistance
Matrix42 AI guides end-users to solve their own issues and makes agents more productive with live chats, emails, and other tasks. It handles data in English, Finnish, Swedish, German, Spanish, and Polish.
Responsible AI
You control which data trains Matrix42 AI's generative model, ensuring responsible AI principles in all features and compliance with the EU AI Act.
Secure platform
Matrix42 is ISO/IEC 27001 certified, meeting the global standard for information security management systems.
ITIL 4-compliant
Matrix42 was the first ITSM vendor to achieve Serview's Certified tool certification for all 19 ITIL 4 practices, demonstrating comprehensive best-practice alignment.
Local support operation
Matrix42 has local teams in Germany, Austria, Switzerland, France, Finland, Sweden, and Poland, providing competent support in your language with European time zone coverage.
A partner for your success
Matrix42 helps you get maximum business value from your ITSM platform. Our consultancy and delivery teams help with onboarding, training, and system administration.
About Matrix42
For over 20 years, Matrix42 has been at the forefront of developing and optimizing service management solutions based on customer needs. We offer one agile SaaS platform that is easy to integrate, quick to deploy and scales for all your service management needs.
Our solutions help service organizations digitalize and automate their work. Customers across Europe leverage our cloud service to operate their IT, Identities and Accesses, as well as Enterprise-related services with greater agility, improved end-user experiences, and lower costs.
The Matrix42 platform also offers solutions for IT Asset Management, Software Asset Management, secure Unified Endpoint Management and Remote Assistance, to enable broader digital transformation across all lines of business and adapt to what business demands.