Are you getting the most from your ITSM tool? A quick guide and checklist

Discover how to unlock the full potential of your ITSM tool with practical tips and a comprehensive checklist. Learn why optimisation matters and identify gaps that could be holding your IT team back.

An ITSM tool is more than just a ticketing system; it’s the backbone of structured service delivery. When used effectively, it helps IT teams align with business goals, improve efficiency, and deliver great customer experiences.

But are you truly making the most of your ITSM investment?

This guide explores the benefits of a fully utilised ITSM tool and provides a practical checklist to help you assess where you stand.

Benefits of a fully utilised ITSM tool

When your ITSM platform is optimised, it becomes a strategic asset rather than just an operational necessity. The benefits are:

• Visibility & Control: Gain insight into service performance, trends, and bottlenecks through dashboards and reporting.

• Efficiency: Automate routine tasks like approvals, assignments, and notifications to free up valuable time.

• Consistency: Ensure standardisation in handling incidents, changes, problems, and requests.

• Improved Communication: Keep customers and stakeholders informed with timely updates and self-service options.

• Governance & Compliance: Use structured workflows to support audit trails and policy adherence.

Checklist: Are you using your ITSM tool to its full potential?

Ask yourself:

1. Do you have defined and documented processes for Incident, Request, Change, and Problem Management?

2. Are workflows and SLAs configured in your tool to reflect your operational priorities?

3. Are dashboards and reports actively used to monitor performance and drive decisions?

4. Do end users use a Self Service Portal for logging requests, checking statuses, or accessing FAQs?

5. Are you using categorisation (e.g., Sector, Portfolio Status, Catalogue Class) to analyse and improve services?

6. Is there automation in place (e.g. email triggers, routing rules, template-based actions)?

7. Are regular reviews in place to ensure data quality (e.g. service catalogue, CI relationships, knowledge base)?

8. Do service owners and support teams have access to meaningful insights from the tool?

9. Are integrations with other tools or systems (e.g. monitoring, HR, asset databases) in place and working?

10. Are all team members trained in how to use the tool effectively and consistently?

If you answered ‘no’ to a few of these, it might be time to review how your organisation is using its ITSM tool.

Ready to unlock the fully potential of your ITSM platform?

Start by identifying gaps and prioritising improvements. Whether its automation, better reporting, or user training, small change can deliver big results.

Book a free consultation with one of our ITSM experts today and discover how to transform your ITSM tool into a true business enabler.