IT service management, also referred to as ITSM tools, helps regulate how IT services are delivered within a company, based on budgets, people, processes, and outcomes both in on-premise and cloud platforms. ITSM practices are critical to the customer journey and operational efficiencies within the business. ITSM can also have an impact on the employee experience as redundant tasks are automated and workflow is streamlined.
Many companies use a help desk software tool to streamline and create automation for their ITSM capabilities, process, and function, even though help desk software isn’t specifically designed for ITSM. Just because you can use service desk software for IT service management doesn’t mean you should.
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The best ITSM software tool will include the following features and solutions, at minimum:
- Problem management and incident management: Find solutions to decrease downtime and prevent incidents before they happen as well as incident management tools to help streamline the process when they do.
- Ticketing Tool: Track solutions and assign work based on specialties or technical experience and observe trends in scope of work.
- IT service model ready: Use existing models of best practices to guide your processes with built in IT service management and problem management models.
- Asset management: Track and manage physical devices and add-ons throughout their lifecycle.
- License management: View license requirements and manage updates, and be informed on upcoming changes or renewals.
In this article, we’ve pooled our knowledge to round up the best ITSM tools in several different categories:
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1. Enterprise ITSM
Enterprise-level companies have complex needs when it comes to IT software and IT service management, whether it be provisioning devices and servers for a global workforce or maintaining or looking for ways to automate processes. SLA performance must be achieved across a variety of cloud and on-premise apps, and companies must ensure that change management is supported. In larger organizations, knowledge management and the need for technology tools to support an up to date knowledge base also comes into play. These ITSM tools will help mitigate some of the IT department’s stress and become a tool that supports success. These ITSM platforms are especially geared toward enterprise service management.
ServiceNow markets their service desk tool on the basis of ease of use for setup, business process building, and customer use. The service management tool offers built-in ITIL processes to help you get started and Visual Task Boards let your team stay productive without a lot of workflow reorganization. Automation features offer a solution that helps your team automate repetitive tasks and on to the more difficult problems with a streamlined workflow. An online user portal allows customers and end users to contact and request service delivery easily and gets you the information you need on the front-end.
Now on its 9th iteration, BMC Remedy employs mobile-first design to give IT departments access to their service management workflows from any device. This product is an especially helpful solution for IT teams that require a service desk in multiple locations. Use one of the 90 built-in reports to monitor issues related to service management and communicate with staff. Remedy is a full ITSM tool that includes other BMC products like the self service portals MyIT self service desk and Atrium CMBD lifecycle planning..
2. Scalable Solutions
In this category, you’ll find ITSM tools that are suitable for small and growing businesses, but also designed to be a solution as they scale for future growth.
SolarWinds Service Desk
SolarWinds Service Desk gives teams of all sizes tools to build an IT service management system, with pricing that’s good for small businesses and scales to the enterprise level. SolarWinds Service Desk helps IT departments gain insight into problems and service levels related to the service desk to increase efficiency across their whole environment as well as improve upon customer satisfaction. Their incident service management tool helps consolidate, manage, and prioritize incoming tickets with a focus on the end user. The service desk catalog standardizes service requests and fulfillment processes.
Cherwell provides ITSM tools with flexible options, including on-premise and SaaS. Codeless integration means your service management software can connect with other applications and upgrade automatically without diverting resources from your IT department. Cherwell includes IT service management and asset knowledge management so teams can track and improve processes related to their knowledge base, asset management and upgrades. The system uses the same code between cloud and on-premise versions, which makes it easy to switch between configurations.
Spiceworks offers software for help desk, mobile help desk, inventory, and network monitoring for IT departments. You can download these tools individually to build an interconnected ITSM framework. Spiceworks offers an ad-supported free version that is perfect for a trial run and annual pricing to remove the ads. If you have several third-party apps running for your IT department, this software can connect through APIs to integrate the whole system.
3. ITSM for Security
These ITSM tool vendors were built with information security in mind. Whether it’s the safe transfer of data between systems, backing up data across your company, knowledge management or blocking outside threats, these tools are designed to keep your IT environment secure and support machine learning and the data centric organization
Symantec has long been a leader in internet security, and they bring this same approach to their ITSM tool. Use this software for patch management, asset management, knowledge management and software license management for Windows and Mac devices across your entire company. Symantec understands the growing movement away from a Windows-only enterprise, and their ITSM tools support all major operating systems. Asset management tools include device discovery and license management to help you understand and improve the devices on your network.
Autotask is a unified IT business platform that combines access to IT management products, document management, and asset management. All of this is provided as a cloud service with 99.99 percent promised uptime. Access CRM, service desk, time and billing, and reports all from the same system. The remote mobile service management feature gives you visibility into the service desk and service delivery on all devices in your network, and the Autotask Endpoint Backup provides backup security for your team.
SysAid’s all-in-one service management and help desk software tool is designed to give users and customers or end users access to services with a lower barrier to entry. The Help Desk tool gives customers a self-service portal with a knowledge base, while ticketing and automation features move service providers more quickly toward a solution for streamlined IT service management. This ITSM tool is built on ITIL and ITIL v3 methods and includes capabilities for service desk problem management, mobile device management, and workflows. A basic plan includes three admins and 120 assets; additional features can be added a la carte.
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ITSM tools are critical to managing the lifecycle of your assets and putting out service desk and IT fires before they disrupt productivity. When searching for the right ITSM tools, take stock of your current needs and processes, and decide exactly which features and capabilities you’re looking for. This knowledge will help you pick an ITSM system based on its actual value to your department instead of price alone.
Looking for more ITSM solutions options and the right ITSM vendor for your business needs? Find the right IT software products and solutions for your company using the knowledge you’ll gain from our Product Selection Tool, or call one of our Technology Advisors today for a free consultation.