IT Service Management (ITSM) Software

Broadly, IT service management refers to the way in which IT services are planned and delivered to end users within an organization. This software category covers a wide range of products, with different products focusing on different aspects of ITSM, such as, change management, incident management, knowledge management, and release management. For instance, products focused on incident management help deal with unexpected service interruption issues. There are ITSM software products that help implement ITIL best practices, and the ones that help manage customer support of multiple companies from a single dashboard while also keeping isolation between the different companies. Other notable features include the ability to handle changes in IT infrastructure, the ability to automate ticketing, and the ability to automatically track software availability in an organization.  Read the full software guide...

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What is IT Service Management (ITSM) Software?

IT Service Management, or ITSM, is a term that pertains to the standardized or strategic activities for the design, creation, delivery, management, and improvement of how information technology (IT) is used in businesses, enterprises, and organizations.

The purpose of ITSM is to ensure the best IT practices are realized in actual business operations—which results from having the right technology, the right process, and the right people. Achieving business or organization goals and generating customer satisfaction are also essential ITSM factors. Furthermore, ITSM is responsible for making sure that IT services are aligned with the needs of the business, enterprise, or organization where they are used. As such, consistency is very important in ITSM.

ITSM’s five essential areas of concern are the employees and customers, the quality and efficiency of the IT problem-solving process, the hardware and applications, how the goals are achieved, and how the IT budget is used efficiently.

Implementing ITSM in an office is best done with the help of a certified service provider.

Types of IT Service Management Software

There are different types of ITSM software. Each one has something unique to offer, so it is important to know which is best for your business and goals.

The best thing to do is check the most popular items in the market (online and offline) and compare them with each other. To help you start off, here are some good options to consider:

Syslink Xandria – Syslink Xandria is an all-in-one SAP management, monitoring, and analysis solution that has been in the business for close to 20 years. Its service is enjoyed by an international customer base.

JumpCloud – JumpCloud is a directory-as-a-service user identity and access software that connects users to their networks, files, systems, and applications. Since it is an independent directory, you are free to access it anytime and anywhere. Even if this is the case, you are still guaranteed 100% protection because it has a strict authentication process.

Integrify – Business process management software (BPM) Integrify is essential for a better, more efficient, and effective business workflow and process. It follows a three-step process: creation, optimization, and deployment. Integrify is ideal for keeping the business process smooth, secure, and efficient.

Vision Helpdesk – Vision Helpdesk is a comprehensive and easy-to-use support and helpdesk software or customer service tool. Its main services are encapsulated in its three main features: the Help Desk Software (for customer communication management), Satellite Help Desk (can be used to manage multiple companies or brands in just one place), and Service Desk Software (adopts ITSM discipline).

Hudson – Hudson ITSM software is ideal for both big companies and small and medium-sized enterprises. It is a continuous integration tool, which means work integration can take place more than once in a day.

ParkMyCloud – ITSM software ParkMyCloud is an essential tool for businesses that want to properly manage their public cloud. It works like a cleaning machine in the sense that it clears away resource waste found in the public cloud. Its most interesting feature is its ability to significantly reduce cloud spending.

OpsStack – OpsStack ITSM software integrates a variety of IT Ops elements like Monitor & Alert, Automation, Design & Build, Troubleshooting, and CMDB & Audit. Basically, everything you need for good ITSM is integrated into OpsStack.

How to Choose IT Service Management Software

ITSM is more relevant than ever today. While its concept may have developed significantly over the years, its main objective has remained the same: to help businesses, enterprises, and organizations effectively manage their IT workflow by ensuring the highest quality deliverance in terms of technology and process.

One other important function of ITSM, something that has been overlooked for quite some time, is its ability to help businesses increase their value. This is a result of better customer service and higher customer satisfaction, lower costs, and a more efficient time to market.

But again, not all ITSM tools are made the same way. As such, it is essential for you to know how to choose the one that will help achieve your business goals. What follows are some tips to help you pick the ideal ITSM software for your company or organization. It is important to ask yourself, “What is my business objective?” This is essential in helping you choose the right ITSM tool. This is because it is vital that the ITSM solution you will choose should make the IT workflow process faster and more efficient so that goals will be constantly met.

Choosing an ITSM solution because it was recommended to you by someone or because it is what your tech expert friend uses in his group will give you more headaches than reasons for celebration. What worked or works for others may not do so well for your business’ specific needs. So, make sure to find time to study your business and determine what your goals are so that you’ll know more clearly what you need.

Another thing you have to consider is the possibility of spending extra money. To avoid extra and unexpected spending, be sure you have fully explored the capabilities of the tool you are using or plan to use. If you don’t, you may have to shell out some cash for integrations and customizations, among other necessities.

Following these simple tips and practices will help you determine the kind of ITSM tool you need to get.

Benefits of IT Service Management Software

Save on Expenses

One of the major functions of ITSM is to standardize IT practices so that they become more effective and efficient. If this is achieved, your business will no longer have to worry about downtime or errors that are difficult to understand, diagnose, and solve. Greatly improved IT practices will result in an increase in productivity and a decrease in expenses—because you won’t have to keep on spending on repairs and such maintenance anymore.

Save on Business Time

Improved IT standards and practices mean no more interruptions because of IT-related problems and errors. Everyone on the team will learn how to work and deliver results with the highest quality. Effectiveness and efficiency will become the two most important words that will encourage your team to do better (and more).

Standardized IT Practices

If in the past your team members had their own solution for every issue they encountered, this will not be the case anymore once a good ITSM tool is in place. With team members going their own ways in times of challenges, your business may find it buried underneath tons of problems. But, with the standardization of IT processes and practices, difficulties like this will be eliminated. As a result, your team members will learn to adopt the best practices when confronted with challenging situations.

IT Becomes a Major Player

Integrating ITSM into your business system will provide you with the opportunity to highlight the importance of IT in keeping a company or organization running smoothly. Without a good IT system or tool in place, you and your team will find it difficult to resolve problems like system glitches. However, with a dedicated team and standardized IT practices, these will be resolved in no time.

The aforementioned example is proof that IT plays an important role in keeping the business system running smoothly. Therefore, making it a major player in your daily company activities should be a priority—and the best way to do this is to put a good ITSM solution in place.

Common Features of IT Service Management (ITSM)

2-Factor Authentication Adds an additional layer of security by requiring an extra step in the login process. Usually external devices are required for this or a text message with a verification code is sent to the user when trying to login.
Analytics Analyze and gain insights from data including web traffic, campaign conversions, sensoric output and more.
Anti-Virus Protect yourself against viruses and other forms of malware by detecting system intrusions and other harmful or fraudulent behaviour.
API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Batch Permissions & Access Control user or group access and permission settings for software or other systems.
Bug Tracking Log and track issues to capture, report and monitor bugs for the purposes of software development and maintenance.
Call Integration Enables the integration of phone dialing services and API's to make calls directly through a solution.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
CRM Integration This indicates whether integrations with Customer Relationship Management (CRM) software are supported by a software application.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Instant Chat Integration Enables the integration of public messaging channels such as WhatsApp, Facebook Messenger, and more.
Knowledge Base Used to store information relating to both employee and customer support.
Malware Protection Protect your computer from malware, viruses and worms.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Organization Management High level organization management features to streamline the operation of your business.
Password & Access Management Manage passwords or access to systems for yourself or your organisation.
Project Management Manage projects from conception through the planning stage to delivery and post-project reporting phases. This allows organisation teams to organise resources, plan budgets and improve efficiency in the delivery of project objectives.
Real-time Alerts Provides important, relevant updates to the user.
SAP Integration Integrates with common SAP services.
Self-service Portal Enables clients to digitally access and request services and information, as well as to submit and resolve issues.
Social Media Integration Enables the integration of social media channels such as Facebook, Twitter, and more.
Support Forum Enables both employees and customers to access and engage with support documents, threads and posts.
Ticket Management Helps to support the submission and documentation of support requests.
Workflow Management Workflow management focuses on streamlining the coordination of tasks related to the work a business does.

Latest User Reviews of IT Service Management (ITSM) Products

Andrew Bear
07 Aug 2019

ServiceNow does a great job creating a one-stop shop for ticketing for any large or small organization. The system has the ability t...

Prachi Kurane
27 Jan 2020
"Good and Essential tool for ticketing purpose"

Easy to use and user friendly tool for ticketing. Able to assign multiple tickets at a time. Able to link tickets to other tickets. ...

Allison Evans
12 Jul 2020
"Very good helpdesk around."

Good for managing issues and problems. It helps several users go in and see progress on different customer issues. Easy to use becau...

Muhammad Bilal Umer Shah
27 Nov 2020
"A Great Continuous Integration Tool"

With an epic history of culture, commerce, and transportation, our mighty Hudson has been a source of spectacle long before it was e...

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