How to choose the best ITSM software provider for your organization

ITSM Software

Choosing the right ITSM software and provider is an important decision with major implications for your organization’s ability to manage daily operations and achieve cost efficiency.  

Replacing or implementing a new software must come with added value: know what you want to improve and change. It all starts with evaluating the needs and situation of your organization and defining which functions the solution needs to serve.  

Our experience in implementing ITSM solutions such as Efecte or ServiceNow, allows us to recommend and highlight what is best for our customers. Because “one size fits all” rarely applies, we take the time to research available options and find the one that best suits your business. This sometimes extends beyond a list of features. 

Essential aspects to consider when comparing different ITSM softwares:
  • Total cost of ownership 
  • Pricing flexibility 
  • Ease of deployment
  • Operational autonomy 
  • Solution’s expected lifespan  
  • Use of features & licenses 
  • Quality of technical support 

These aspects are usually not evident from the solution’s feature lists or technical guides. That’s why understanding your business needs is the first step towards finding a solution that meets those needs.  

Major providers such as Efecte and ServiceNow have implemented all the technical features needed to fulfill ITIL and ITSM requirements. Both platforms are highly flexible and scalable, improving business process agility and creating operational efficiencies as soon as they’re deployed. Efecte has an edge in terms of total cost of ownership and customer support, but the choice ultimately depends on your organization’s needs (budget, roadmap, IT infrastructure). 

Efecte

With over 20 years of experience in ITSM, Efecte offers a European alternative for ITSM. Their highly configurable solution can be deployed and become operational within days. The platform’s low code allows in-house IT teams to create and manage workflow automations and configurations without the need for coding skills. Efecte’s capabilities also benefit more tech-savvy organizations looking to create complex automations and integrations. 

Other advantages include a clear pricing structure – no paying for unneeded licenses or extra features – and professional services network across Europe – providing support for not only implementing solution changes, but also defining and improving end-to-end processes.

Efecte logo

Pros:

  • Wide range of configurations and functionalities to meet practically any need 
  • Global partner networks providing local support in most markets 
  • Suitable for medium and large-sized companies 

Cons:

  • Local support only available in Europe 

Bottom line: Extremely easy to use and flexible solution for handling various kind of service management needs, not just ITSM. 

ServiceNow

The ITSM market leader for global and multi-national organizations, ServiceNow relies on a local partner network for sales and implementations. This allows for greater customization and varied client experiences. However, the local partners have little input into the development of new features and enhancements. 

Due to the solution complexity and vastness, implementations are typically time-consuming and costly, but result in clients getting exactly what they want. The platform has a user-friendly UI, and excellent reporting and ticket management capabilities.  

ServiceNow logo

Pros:

– Wide range of configurations and functionalities to meet practically any need 

– Global partner networks providing local support in most markets 

– Suitable for medium and large-sized companies 

Cons:

  • Costly licensing, including consultancy, features, and usage 
  • Minimal operational autonomy  

Bottom line: Highly configurable and easy to use platform, but costly to configure and operate. 

Your IT Service Management should stand on a solid, needs-driven foundation. ABIT Puresoft can help you select the right tools and systems to support not just IT but all other key business functions, including HR, Legal, Finance and Customer Services. We are an official Premier partner of ServiceNow and the only authorized Efecte partner in Romania. 

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