IT service management (ITSM) should be intuitive and easy for users to navigate, as well as simple and cost effective to configure enhance and upgrade, according to Applaud IT managed services practice manager Mark Richards.

If users aren't happy, "your platform will not succeed," Richards said at a BMC Remedy ITSM software event in Sydney. End users care about two things, he said: "How quickly you pick up the phone and how quickly you resolve [the] issue."

Here are five tips Richards offered on how to optimise user experience:

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