ITSM Customer Priorities

2024: How Customer Priorities Change

In the current market conditions, the requirements of customers of ITSM systems have undergone changes. First of all, they are important for the flexibility of solutions, this is a key criterion when choosing such solutions. The company is interested in the ability to fine-tune access rights, as well as the distribution of responsibility within the team by complex matrices.

Integration capabilities also play an important role. Customers are looking for solutions that can integrate seamlessly into the existing IT landscape. There is an increasing demand for systems that can easily integrate with widely used products. The ability to integrate with voice assistants and other modern technologies is also becoming more and more popular. In addition, system selection takes into account factors such as SSO support, information security compliance, and high performance.

Process automation is another important priority, especially for large companies. They are interested in features that allow you to configure the automatic closure of template incidents, which greatly improves the efficiency of the support service. Equally important is the possibility of flexible approval of applications. This is due to the desire to optimize workflows and reduce query processing time. Customers are looking for solutions to automate, such as access requests, infrastructure deployments, and other recurring operations. In this context, the ability to work with barcodes is also important, which simplifies the accounting and management of IT assets.

Customers pay attention to the convenience of the interface and the overall ease of use of the system. The user-friendly interface becomes not just desirable, but a prerequisite for many organizations. The ability to self-configure and develop the system is also among the priorities. Customers value solutions that allow them to create integrations themselves and adapt the system to changing business needs, such as low-code tools or self-generating APIs. The environmental aspect is also beginning to play a role in the choice of ITSM solutions. Many companies are striving to reduce the use of paper, so the functionality that allows you to effectively manage electronic document management is becoming more and more in demand, - comments Igor Prostokvashin, leading analyst at Comindware.

Customers appreciate the high degree of sophistication and readiness of the solution for implementation, as well as its flexibility and scalability, ease of configuration of integrations and the ability to increase functionality without significant costs. More and more attention is paid to the functionality of accounting for software and hardware assets to control the cost of IT infrastructure and the effective use of the company's resources. Large companies with a large amount of data additionally pay special attention to system performance and performance support in high-load conditions, - said Andrey Rassamakin, General Director of InfraManager LLC.

Companies strive for the smoothest possible transition to the new system and are interested in maintaining the usual interface in order to minimize the need to retrain employees. Also important is the ability to implement all existing settings and business process features in the new system.

The key priority of customers now is the transition to new sanctions-independent systems that is as comfortable as possible, both in terms of finance and resources. To do this, add built-in migration tools. Secondly, customers began to pay more attention to the closure of their individual needs. The basic functionality is implemented among the main market players, so the possibility of additional functions comes to the fore, the implementation of which was difficult when using Western products. It is also worth noting that customers give priority to products that can not only be operated separately to solve highly specialized problems, but can also be used as a full-fledged enterprise management system with other products from one vendor, - comments Roman Myskin, Commercial Director of EvaTeam.

Companies recognize that with ITSM tools they can significantly improve strategic planning: thanks to the ability to collect statistics, you can get high-quality analytics and move from reactive process control to proactive.

Customer priorities are also focused on safety and resilience. Cost reduction remains an important factor, and the effectiveness of solutions should not suffer.

The key customer priority is speed, operational efficiency (reduced costs), reliability and security of IT solutions. An important aspect is the reliability of the suppliers themselves, their readiness to support and develop the solution over a long distance, provide high-quality support and develop the product taking into account the needs of the customer, - said Nikita Kardashian, head of the practice of comprehensive digitalization of Naumen processes.

When choosing an ITSM system, the business pays attention to its commercial and functional maturity. Companies focus on the cost, timing of implementation, the capabilities of the "boxed" version, the quality of the vendor's work with the customer. In addition, it is important to have additional modules, good reporting, the use of a neural network. When getting acquainted with the product, companies pay attention to implementation cases: it is desirable that the direction of the company that has already implemented the product is relevant and has the same size.

Companies strive to find a balanced solution that will provide the necessary functionality, allow integration with existing processes and systems, will be economically feasible and safe. Also important factors are the speed of deployment, in the case when you need to quickly transition from the Western system, both the flexibility and scalability of the system - how easy it is to add new functions, create customized processes and customize existing ones to meet changing business requirements, "says Arzu Kurgan, consultant in the Technological Transformation practice of Reksoft Consulting.

Also, companies pay attention to the possibility of cloud and on-premium placement, the presence of an ecosystem of partners capable of implementing and providing technical support.

It is important to note that given the cost of hardware and the salaries of programmers that have flown into heaven, companies are starting to look even more closely at cloud solutions. Obviously, the threshold for entering the start of use of such systems is significantly lower than the installation at its own capacity. We have been communicating with dozens of medium and small businesses every day, for 3 years in a row we have seen an increasing demand for mobility. In addition, the market lacks ready-made industry products. There are many platforms that can and should be adapted. The problem is that this adaptation or implementation takes months and years. And the result is needed yesterday. Therefore, companies are paying more and more attention to software products ready and tailored for solving specific problems, with a very fast so-called "time to market," says Kirill Fedulov, co-founder and development director of Okdesk.

Other important aspects are reducing the cost of maintaining infrastructure or production, ensuring transparency of processes, increasing loyalty and satisfaction of IT service users.

See also

• Russian ITSM Systems Market
• Technological trends in the development of ITSM systems
• ITIL Information Technology Infrastructure Library
• Why do I need a Service Desk?
• ITSM import substitution. How to make the right choice and migrate quickly?
• TADdetails: how to introduce artificial intelligence into user support
• How do I choose and implement an ITSM system?
• "We have revoked all licenses": how to choose and migrate to domestic ITSM systems