What The Blueprint looks for in great IT management software
1. Ticket management
This is the bread and butter of an IT management system. Ticketing systems give your IT team the ability to create, track, manage, and complete support tasks in an efficient and organized manner.
These systems let end users submit tickets along with your IT team, and the best systems automatically delegate those tasks to available or best-suited team members.
2. Self-service portal
Your IT management team won’t be available 24/7, and sometimes your users need a way to solve issues on their own, especially for small problems.
That’s why it’s important for your IT management software to include self-service portals that provide answers and workarounds for common issues that would otherwise go unsolved during non-active hours or clog up your ticketing system with easily solved problems.
3. Ease of use
Ease of use is always important, but with IT management, your support teams shouldn’t be burdened by learning how to navigate and use a new tool. My criteria for ease of use is pretty straightforward:
- Can I find most of the major features without guidance?
- Can I figure out how to use most of those major features in 20 to 30 minutes?
I don’t factor into this assessment some of the unique tricks, hotkeys, and features because those are typically learned over the course of time. I want to know if a new user can learn most of what they need to know on the first day of use so they can spend less time learning and more time being productive.
How your business can benefit from using IT management software
IT management software will help you solve issues for your end users, but what are some of the more intricate benefits of picking up a new software platform?
Higher quality end-user support
Do you know what’s better than your end users just walking up to you and asking for things? Having all of those requests and issues cataloged, tracked, and measured in a sophisticated software system.
IT management software allows you the peace of mind to work on issues without having to remember every detail of a request, which results in higher quality support.
Set clear expectations for your end users
This benefit goes hand in hand with the last. Your IT management system will allow you to create an ITIL (information technology infrastructure library) change management structure that is easy to understand when your business needs to execute a pivot.
These clear expectations will lead to a higher level of support quality and ultimately build cohesiveness between the different teams in your organization.
Most IT management systems come with some kind of reporting systems, and the best offer insights into your team’s performance. Using this information, you can always identify bottlenecks and find new ways to improve your structure so your team isn’t dealing with a significant backlog of requests and issues.
What are the dealbreakers for selecting IT management software?
The biggest dealbreaker for me comes down to ease of use. Overly complicated systems lend themselves to problems that you don’t want to deal with, especially when you’re paying anywhere from hundreds to thousands of dollars each year for your software.
If your IT team can’t figure out how to use the platform in a day or two without frequent and thorough instruction, then it’s time to look elsewhere. You never want your problem-solving software to become the problem.
Is asset management a necessary feature?
Yes and no. Yes, in most cases, it's in your best interests to have an asset management system to track all of your devices (computers, tablets, phones, cables, servers, etc.).
But no, it isn’t absolutely necessary. While it’s probably best your IT management system comes with this capability, it’s possible to use a third-party IT asset management software in conjunction with your main ticketing system.
What will IT management software cost my business?
I have no clear-cut answer to this question since all vendors have their ways for pricing their software platforms. However, the average price I’ve seen for these tools typically starts around $5/month per user and tops out around $18/month per user for the high-end enterprise tiers.
Even if your business is relatively small and/or new, you’ll find some free options to choose from. One of those is even included on this list.