The role of IT management software has evolved far beyond handling helpdesk tickets and performing basic device management tasks. Today’s IT leaders must expect their IT software to strengthen security, support workflow automation, and deliver real-time visibility into the performance of employee endpoints. With distributed workforces, rising cyber risks, and mounting operational complexity, the right IT solution must improve the digital employee experience (DEX) while driving down IT management costs. The following expert insights highlight three essential components of modern IT management software.
IT software consideration #1: Does it have remote remediation?
Breaches and downtime create costly disruptions, and the price tag is climbing. IBM’s latest research found that organizations now face an average expense of $4.88 million due to data breaches, forcing many companies to pass costs onto their customers. These challenges elevate the importance of remote IT management software, which ensures teams can diagnose and fix issues even when devices are offline or unresponsive.
"We have a unique ability now to get underneath the BIOS layer and remotely and securely provide access to a support agent to say, okay it doesn't matter if your device is locked, it doesn't matter if it's blocked with a blue screen of death, it doesn't matter if you're sitting in the Starbucks, they can dial and get access to it and fix it for you remotely."
Dave Shull
President @ HP SolutionsSource: YouTube
Shull’s insight highlights how remote remediation reduces downtime and protects business continuity. For IT leaders evaluating the best IT management software, the ability to remotely remediate endpoints is a safeguard against rising IT costs and low levels of employee productivity.
IT software consideration #2: Does it have AI-powered automation?
Automation is emerging as a non-negotiable component of IT operations. A survey by Aircall found that 81% of employees see AI as valuable for automating processes, with 62% citing manual tasks as a major challenge. Incorporating IT automation software into service management reduces repetitive workloads, accelerates resolution times, and empowers IT teams to focus on strategic priorities.
"As an innovation, I think we should consider AI similar to electricity. When electricity first came around, companies utilized it to power some machines. But those who reimagined their entire process based on electricity? They became industry leaders."
Adnan Ghaffar
CEO @ CodeAutomation.aiSource: Forbes
Ghaffar’s comparison emphasizes how AI-driven reengineering separates leaders from laggards. The best IT software incorporates advanced automation to simplify workflows and drive innovation. However, automation’s benefits are fully realized only when paired with visibility into device performance and usage.
The HP Workforce Experience Platform (WXP) includes Fleet Explorer, an AI-powered IT chatbot for gaining insights on device performance, usage trends, and troubleshooting. WXP also includes Smart Refresh, an AI-powered feature that makes IT automation easier.
IT software consideration #3: Does it have real-time performance monitoring?
Visibility gaps create inefficiencies that undermine IT strategies. A Qatalog and Cornell University study found that 45% of workers struggle with productivity due to constant context-switching between digital tools, with nearly half reporting errors from duplicated efforts. Real-time monitoring features in IT service management software close these gaps by providing actionable insights into system performance and user adoption.
"Anonymized telemetry and usage data enables tracking an employee’s experience within a tool or app, which enables us to gauge adoption or success metrics for a given tool or scenario."
Danielle Yedinak
Senior Director @ MicrosoftSource: Microsoft Inside Track
Yedinak’s perspective underscores how telemetry and analytics elevate IT management from a reactive activity to a proactive IT strategy. Integrating remote remediation, automation, and monitoring ensures IT management platforms become engines for efficiency and resilience.
In conclusion, selecting the right IT management software requires a careful look at capabilities that extend beyond ticketing and remediation. Remote IT management software ensures fast issue resolution anywhere, IT automation software eliminates inefficiencies from reactive tasks, and endpoint monitoring tools provide clarity that drives smarter decisions. Together, these features define the modern IT software ecosystem.
