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What should you pay attention to when selecting a good ticketing system?
Here are the key substantive and technical aspects that need to be analyzed in order to choose the optimal work tool. Thorough consideration of these factors helps avoid unpleasant surprises later on — such as features that do not match your actual needs.
The main elements that should always be evaluated include the functional scope, as well as additional services such as implementation support, availability of training, and technical requirements. Naturally, the total cost must also be considered, but it directly results from the components listed above.
We applied this analysis to our product — the OXARI platform:
FUNCTIONALITY – ticket handling, knowledge base, CMDB, Asset Management, permission management, Mobile Device Management, flexible configuration (workflow logic, user interface)
IMPLEMENTATION SUPPORT – nearly 18 years of experience in implementing ITSM systems
TRAINING SUPPORT – a dedicated team of consultants focused on individual technical sessions
TECHNICAL REQUIREMENTS – support for Windows + Microsoft SQL, commercial Linux, Linux + PostgreSQL (open source)
