7 min read

How ITSM Software Disrupts the Status Quo For SMBs

November 16, 2021

ITSM software isn't just for enterprises anymore. As the business world grows more reliant on tech solutions, ITSM has become more critical for organizations of all sizes. And that means that SMBs must equip themselves with the right ITSM tools to streamline their IT processes 

Traditionally, enterprises have implemented large IT teams to help their various tech systems, departments, and sites or locations. But ITSM software shakes things up –– it opens the door for SMBs to efficiently manage tech both internally and for clients. SMBs are discovering that the right software delivers the same business benefits that their enterprise counterparts have enjoyed for years.  


What Is ITSM Software? 

If you’ve never worked with an ITSM (IT Service Management) platform before, you may be wondering what it does and who it helps. Essentially, ITSM software makes it easy to: 

  • Manage support requests 
  • Automate important ITSM processes 
  • Keep users updated on ticket status 
  • Build approval workflows 
  • Improve ticket visibility 
  • Educate your user base 
  • Improve IT KPIs 

The ITSM automation is the engine behind faster ticket resolution times and more streamlined organization. It reduces the extra time and effort that the IT team has to spend on tedious tasks so they can focus on urgent issues. The great thing about ITSM tools is how versatile they can be for serving your business. Think beyond the internal IT department –– other teams can use the software, including human resources, customer service, and even web development if applicable.


ITSM Tools Improves SMB Processes and Operations 

ITSM software is designed to help resolve issues quickly. SMBs know that problems with tech systems can affect momentum. If your internal teams aren’t dealing with long delays on support tickets, they can be more productive. ITSM tech helps speed resolutions along through features like automated workflows, approvals, and ticket triage to prioritize the most pressing issues.  

If your small business handles customer service, your ITSM platform doubles as your client-facing helpdesk or service portal. The best software will have a service portal for customers to live chat with your team, submit a formal support request if necessary, and track the status of their tickets. A simple customer service process means happy customers who are more likely to return or stay loyal to you and, therefore, improve your profits. 


ITSM Software Helps Keep Money in Your Small Business 

There’s no room for systems outages for small businesses. According to a recent survey conducted by Infrascale, 25% of SMBs said the per-hour cost of downtime for their business was between $20,000 and $40,000, while another 27% said their cost of downtime per hour was around $10,000. That’s an expensive loss. 

Luckily, ITSM tools can help you resolve any system issues rapidly if unexpected downtime does occur. The automated workflows and triage features support your IT experts as they work to fix technical problems or outages. Furthermore, quality ITSM software will offer process or task lists features. These features allow you to create defined SOPs (Standard Operating Procedures) that include preventative maintenance tasks so you can proactively avoid potential interruptions.  

Beyond helping avoid system disruptions, ITSM software can also help SMBs save money in other areas. For example, you can use it to phase out clunky old tech that you may no longer need. Since ITSM will come with customizable task lists, your IT team will be able to create a simple procedure to retire old software or equipment and install new ones simply and easily. 

Finally, because ITSM platforms fill so many different functions, you can reduce spending on other apps you’ll no longer need and consolidate several crucial tools in one place.


ITSM Tech Maximizes Flexibility and Scalability

The power of flexibility in today’s business climate cannot be overstated. As we’ve seen over the past couple of years, the ability to pivot in the face of uncertainty is key, especially for small and medium-sized organizations. The rising tide of digital transformation and the global pandemic triggered a massive shift in business operations. Many SMBs shifted to fully or partially remote offices, and a higher rise in contactless customer interactions. 

ITSM software can support significant changes for SMBs. With these helpful tools, you’re able to reach your workforce, whether they are on-site or working remotely. The flexible, versatile platform centralizes your essential IT tasks, serves multiple teams, and ensures everyone is on the same page. When you have these tools in your corner, your small business can adapt and scale much more easily, no matter what curveballs come your way. 


Level the Playing Field 

Ultimately, ITSM software helps you organize IT processes, overcome systems issues, drive team productivity, and enhance customer success. Small businesses can reap the benefits of ITSM software just as much as large enterprises. Enjoy the process improvements, cost savings, and the impressive flexibility that comes with the right ITSM tools 

If you want to see how ITSM software will transform your business, try out DeskDirector’s free 14-day trial 


DeskDirector Free Demo

What Is Enterprise Service Management? All the Answers Inside – DeskDirector
Gartner expects business spending on IT to increase 6.8% in 2024, reaching $1.5 trillion by the end ...
Read More
When and How to Leverage Ticket Fan-outs in DeskDirector - DeskDirector
Imagine ordering coffee from the same barista for five years and they still haven’t learned your ...
Read More
Exploring ITSM Processes: How Can Your IT Team Improve Performance? – DeskDirector
Over a third (37%) of business users believe their organization needs to justify what it spends on ...
Read More