How to choose the best-fit ITSM software for your fast-growing Tech start-up?


Choosing the right IT service management (ITSM) software for your company is crucial since it directly impacts your end-to-end IT service delivery. And, if you’re a start-up, you need to be especially cautious about the software you use. If you choose the wrong IT helpdesk software that doesn’t match your organization’s requirements, you might waste time, money, and resources. So, if you’re thinking about improving ITSM efficiency in your start-up, this blog will give you some valuable tips on selecting the best-fit solution. 

  • End-to-end Event Management 

Implementing an ITSM tool that monitors all events through the IT infrastructure is always advisable. The right ITSM tool can enable you to access, publish and download event data ‘anywhere, anytime’ to maintain regular business-critical operations. Also, choose an ITSM software that can generate reports & notifications to handle IT events. 

  • Code-free Self-Service Portal 

A good ITSM vendor should provide a top-notch self-service portal to automate critical ITSM processes. Hence, choosing an ITSM tool that helps users raise requests, resolve incidents, and ensure change management by equipping them with an easy-to-access centralized knowledge base backed by AI-powered search capabilities is beneficial. 

  • Powerful Service Catalogue Management 

Always look for an ITSM solution that offers a service-driven culture with powerful service catalog management workflows to accelerate request creation and fulfillment. A good ITSM software must have an IT service catalog that briefs about IT product’s deliverables, prices, contact points, and processes for requesting a service.


  • Intelligent Workflow Automation 

When choosing an ITSM tool for your fast-growing tech start-up, choosing the software that provides workflow automation for your teams to perform more tasks without breaking a sweat is always recommended. Hence, always go for an ITSM tool that uses no-code & dynamic drag-and-drop UI for incident management, problem management, change management, etc. 

  • Service Desk Capabilities 

An ITSM tool that incorporates ITIL-aligned service desk features helps you achieve faster time-to-value while driving complete user satisfaction. It is, therefore, always advisable to look for ITSM tools that allow multiple users from different teams to work in sync and ensure rich service experiences. Furthermore, a good ITSM vendor should provide the following IT service desk capabilities: 

  • Incident Management 
  • Problem Management 
  • Change Management 
  • Request Management 
  • Configuration Management 
  • SLA Management 
  • Vendor’s Checklist 

When choosing an ITSM tool, we should not limit our requests to its features. Here is a list of possible criteria you need to check: 

  • Recognize Your Business’ Requirements 

Before you shortlist ITSM vendors, you must have a comprehensive understanding of how ITSM solutions can benefit your company. Since ITSM collaborates with you to reduce inconsistencies and improve workflow, narrowing down these solutions might assist you in identifying the processes that require improvement. Moreover, in the offered services, there may be a possibility that certain processes already exist in your current IT infrastructure. Hence, understanding your business requirements can assist you in selecting the best ITSM solution that can add great value to your business. 

  • Conduct A Maturity Assessment 

After recognizing the requirements of your business, an ITSM maturity assessment can help you understand how much change your business can effectively handle. Furthermore, the result of the maturity assessment will provide you with advice and insight that can help you move forward in selecting the right IT service management solution. Additionally, the instructions provided by this assessment ensure that the solutions you choose align with your business goals and operations. 

  • Assess Your ITSM Vendor’s Significance 

Since your company will utilize the ITSM solutions you choose over a significant period, the vendor you choose to deal with becomes your business partner. As a result, measuring and gauging your vendor’s significance is critical in determining how trustworthy and dependable they will be as a business partner. 


ITSM software is fast becoming a critical component for every fast-growing tech start-up. ITSM software is not limited to Fortune 500 organizations. It is the backbone of solidifying the IT ecosystem of start-up companies too. One of the fundamental aspects of agile thinking is being able to adapt to change, and this never happens without going through a process of trial and error. Therefore, start-ups need to take a “less is more” approach to IT service management by customizing models to deliver maximum agility and customer value with less overhead. Furthermore, the combination of a growth-oriented ITSM strategy and the right ITSM tool can assist organizations in delivering stellar business performance.   

Infraon ITSM is a fully integrated and ready-to-use platform to integrate, accelerate, and improve your entire IT Service Management journey.  Powered by the latest AI technologies, this customizable platform can automate repetitive tasks to enhance workforce productivity, enable change management, deploy a self-service portal, and more with AI/ML power.