Hey everyone! I've been developing an ITSM system for the past year and am almost ready to start looking for testers or potential clients. I want to make sure I'm considering all the essential features before I reach out. Right now, my system includes things like an IT asset management tool that can track devices even when they're off the network, an SLA alarm that notifies users when critical tickets breach their SLA, change request capabilities, and a software/hardware request system that integrates with the IT asset management. Additionally, it connects with Active Directory to pull user information. I'm curious—what essential or 'wish-list' features do you think I should add from a sysadmin perspective?
2 Answers
Consider adding a relationship map or a Configuration Management Database (CMDB) along with a no-code workflow builder for common tasks, like onboarding new users. These features could really streamline processes!
The key is to ensure your ticketing workflow matches real-life team operations. Many ITSM solutions miss the mark by not reflecting how support teams actually function. Also, work on your integration capabilities; it becomes frustrating if people have to duplicate info manually across systems. Finally, solidify your permission model—it's crucial to prevent unauthorized access to sensitive tickets and data. This is often where many systems falter.
I designed the system around my own workflow as a field tech. I’ve also considered integrations for the future. The permission model is still a work in progress, and I plan to make it flexible for different user roles.
That's an interesting idea! I hadn't thought about implementing a no-code workflow builder—totally worth exploring, thanks!