Customizing vs. Configuring: The Service Desk Difference

Cloud & Services Home IT Asset Management

by | May 19, 2016

Way too often the terms customize and configure are used interchangeably, especially when it comes to IT service management solutions. The sales pitch might be you can “easily” customize this, or that can “simply” be configured. But, the difference between these two words is going to determine the value you get out of an ITSM solution. Let’s start with the basics:

  • Configure: design or adapt to form a specific configuration or for some specific purpose
  • Customize: modify or build according to individual or personal specifications or preference

Each potential ITSM customer runs their business differently, with unique processes, people, priorities, and urgencies. There is a “many-to-one ratio” that exists in evaluating cloud-based IT service management solutions. And, continuously improving an application that can handle this many to one concept is something we think about often here at Samanage. How do we, as a service and tool provider, help make work life better by allowing configuration within our tool that can handle the requirements of many businesses?



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