IT service management software should support the service experience an organisation is trying to create, not simply reproduce a feature list. Buyers can start with request types, incident handling, change, knowledge, assets, reporting and ownership.
Adoption matters. A technically capable platform can still underperform when processes are unclear or the user experience is difficult. Evaluation should include the people who will operate and use the service, alongside commercial and governance questions.
General information is not a substitute for advice on a customer’s specific contract, licensing position or procurement context.