Organizations are truly starting to understand the benefits of a cloud-based ITSM solution. However, features and functions continue to be the priority in the selection process. And, it’s not to say that those aren’t important, but as we mentioned in our Selecting a Cloud-based ITSM Solution: Five Unexpected Considerations white paper, there are some unexpected factors that have a tendency to be overlooked or vendors lack the transparency necessary for customers to understand what these will mean to them.
Whether you are a growing business or an established global enterprise, language can become a barrier to your services. An IT service management solution should provide a variety of language options so that you can put your best face forward, whether you have locations throughout the world or planning to have new locations as your company grows. Ask potential providers what languages they support from an administrator standpoint, as well as from a customer/user perspective. Your IT services could be based in the United States with users in Russia – ensuring that you will have seamless interactions is critical to providing excellent customer service on a global scale.
How secure is your data currently?
What precautions are you currently taking to protect your data? If you are currently using emails and spreadsheets as your “solution”, there’s a small chance that security is a concern until something goes wrong. At the very least, moving to a solution provides you with peace of mind that your data is within a system that provides the highest level of security available and that your data privacy is fully protected. If you are already using a solution but in the market for another, questions on HIPAA compliance, physical access to data centers, and certifications and accreditations should be a priority. Vendor transparency regarding these, and understanding if they meet your requirements, will make or break a deal (in our humble opinion).
What data security certifications are important?
As mentioned above, certifications and accreditations truly determine if a vendor can meet your distinct requirements and needs. ISO 27001 is an internationally recognized information security management system (ISMS) certification for best practices and required data security processes. TRUSTe helps you to understand a vendor’s data privacy practices and compliance with the highest standards for protecting your personal information. For companies with operations in the EU, ensure that the vendor is in compliance with the European Commission’s Directive on Data Protection.
These are just a few of the factors that are important to being successful with a cloud-based service desk solution. In your search or purchase of an ITSM solution, what unexpected factors did you run in to?
Download the full white paper here.3 Factors to Consider When Selecting an ITSM Solution Click To Tweet