To establish and maintain a robust IT ecosystem, boost staff productivity, decrease IT risks, and enhance the end-user experience, it’s no wonder that the majority of firms are using the best ITSM solutions.
However, we now face a hurdle.
Searching for the “best ITSM tool or software” can yield thousands of results. So how can you identify the tool that properly matches your demands in this situation?
We have done the tough lifting for you, so don’t worry. After extensive investigation, we’ve selected around 7 ITSM tools to make your life significantly easier. This blog post will examine eight such tools, including their top features.
Before moving to the ITSM tools, first will discuss what does IT service management entail?
What Does IT Service Management Entail?
IT Services include the use of the printer by the entire team. The installation of applications on your laptop, the modification of passwords, etc. In addition to resolving day-to-day concerns, the IT support team is responsible for the end-to-end management of these services.
ITSM utilizes multiple frameworks. ITIL is the most common certification (Information Technology Infrastructure Library). It contains many procedures like Incident Management, Request Management, etc. Incident Management, Change Management, Problem Management, and Knowledge Management are the most widely used processes. Businesses may also utilize eTOM, COBIT, FitSM, ISO/IEC 20000, Six Sigma, etc., as ITSM frameworks.
According to research, the ITSM tools industry is valued at $1810 million in 2019 and is projected to reach $3600 million by 2024.
Best ITSM Tools/Software You Need To Know
ITSM is the implementation, regulation, management, and delivery of IT services, rules, and procedures within an organization. This includes planning, generating, delivering, and supporting requests for IT services.
ITSM practices are the means through which IT teams manage the end-to-end delivery of services to the client. And are crucial to the customer journey and operational efficiencies inside the organization. ITSM can also affect the employee experience by automating superfluous operations and streamlining the process.
Additionally, ITSM software may have capabilities to:
- Find solutions to reduce downtime and prevent events before they occur, and incident management technologies to streamline the process
- Track solutions, assign work depending on specializations or technical experience, and analyze trends in the scope of work using the Ticketing Tool
- IT Service Model Compliant: Use current models of best practices to guide your operations with models of IT service management and problem management that are already incorporated
- Asset Management: Track and manage physical items and accessories throughout their useful life
- View licensing requirements, manage updates, and be notified about future modifications or renewals
1. SolarWinds Service Desk
SolarWinds Service Desk was developed using ITIL guidelines. This cloud-based service desk system provides a centralized Help Desk contact point and asset management capabilities. The utility’s help desk functions include an automated ticketing system that allows you to input technician and operator availability to receive an automated task allocation methodology. In addition, the system features a task manager to resolve calls.
Other technical support capabilities include a self-service portal and a knowledge base tool to assist users in resolving issues without Help Desk assistance. Recent industry comparisons have placed the Service Desk in the number one position.
The suite includes configuration management, change management, release management, service level management, and IT asset management. In addition, a benchmarking tool enables you to monitor performance and plan for expansion, while a reporting module enables you to monitor system utilization.
2. InvGate Service Desk
The InvGate package offers comprehensive IT administration, including service, support, discovery, monitoring, and mapping. InvGate Insight enables the mapping of an organization’s entire infrastructure on a single platform by integrating asset data and information from all of its technology domains. This covers cloud instances from AWS and Azure, and IoT devices. In addition, any network monitoring solution can be readily incorporated.
A task module enables the automation of work in a request or the execution of a process, dividing the required efforts to find a solution. A knowledge management system will aid in organizing pertinent information, so it is always accessible. As end users generate a new self-service request, InvGate Natural Language Technology analyses their content using heuristics to offer relevant articles in real-time. Integration with other InvGate products enables IT asset discovery, monitoring, and change management. Integrating InvGate Service Desk with third-party asset managers, such as FileWave and Microsoft SCCM, is possible. It is offered as SaaS and on-premises.
ITSM Service Management’s key operations revolve around forms and database tables, an area in which Jotform shines. Jotform, an online form builder, offers form templates that may be customized, including IT ticket and request forms and software survey forms. Additionally, the platform provides more than 100 app connectors. In addition, Jotform Tables can optimize your records management and increase the openness of incident management monitoring across teams. With convenient table templates (such as issue tracking), you can support critical ITSM activities without having to design a tracking system from the start — and without any coding experience.
4. NinjaOne Ticketing Software
NinjaOne – formerly NinjaRMM – is a cloud-based platform that provides the support specialists of a managed service provider with all the tools they need to manage the client sites’ systems. It can also be utilized by the IT operations departments of firms with several locations. This system is hosted in the cloud and is accessible from anywhere using a basic Web browser. There is no requirement to maintain a set of tools on-site, and professionals can even work remotely.
NinjaOne’s ticketing system provides team managers with a traditional technician task scheduler. This is not only available for users to report problems; it can also be used to assign system maintenance duties and expand project workflows to individual employees.
Each technician receives a prioritized To-Do list and an area for noting open issues. The team leader can view which tasks are assigned and waiting to be assigned. The management view also displays the estimated completion time and date for each work and whether the task is behind schedule. A computer algorithm can automatically assign jobs, and assignments can be split or shared. Additionally, manual allocation is facilitated.
Cherwell Ivanti offers ITSM tools for small to large enterprises with various deployment choices, such as on-premises and software as a service (SaaS). Codeless integration enables your service management software to interact with other applications and upgrade without requiring IT department personnel.
Ivanti also offers IT service management and asset knowledge management. Allowing teams to monitor and enhance procedures about their knowledge base, asset management, and updates. In addition, the cloud and on-premises versions of the system share the same code, making it simple to transition between settings.
Ivanti bought Cherwell and its Service Management solution in early 2021 to enhance service operations across enterprises, extending beyond IT to HR, Facilities, Information Security, and Project Management.
The purchase solidified Ivanti’s status as the only enterprise service management provider to enable end-to-end service. And asset management from IT to business lines and from every endpoint to the IoT edge.
6. Zendesk Suite
Zendesk is a cloud-based help desk management application that provides customized tools for creating a customer support portal, a knowledge base, and online communities. Its best feature is, without a doubt, the live chat, administered via a centralized panel, to facilitate easier communication between users and their clients.
Zendesk Suite is a popular tool among businesses that provide subscription services. It is an easy-to-use program with maximum functionality, and it places the utmost priority on multi-channel interaction capability. Customers can submit questions to the support desk via phone, email, chat, and social media. All of these communications are stored under a consolidated, unified interface, which facilitates the agent’s ability to respond to inquiries in an organized and timely manner. Agents do not have to go between platforms to view customer questions. And the likelihood of a customer ticket being missed is greatly diminished.
Another good aspect of Zendesk Suite is that your staff is always supported. This technique, as “support for support” by Zendesk, involves providing your team with access to specific information geared to boost their productivity. It’s refreshing to see a program prioritizes the IT team delivering the service, as most technologies are designed to make the end user’s life easier.
Zendesk has also created a modern and engaging interface for your team, devoting as much attention to your experience with the platform as it does to the end user’s experience. In addition, the dashboard is straightforward and requires no extensive training, so your team may begin using it immediately.
7. Jira Service Desk
Jira Service Desk adapts to existing workflows and service agents to give support. It emphasizes minimal touch and includes stock reports, such as created vs. resolved, time to resolution, SLA met vs. breached, and resolution by component. In addition, it supports integration with business intelligence (BI) and Google Analytics analytics technologies.
Jira Service Desk can be used independently or as part of the Atlassian DevOps package, including Jira Software, Bitbucket, Confluence, Opsgenie, and Statuspage. Confluence, for instance, is a collaborative document management and storage application where you may construct a knowledge base of content for your web portal. It is available as a self-managed single server SaaS option or as a self-managed enterprise edition from Atlassian.
As a relatively new platform, it lacks some of the capabilities of its more established rivals. It also requires CMDB and reporting tools from a third party.
IT service management (ITSM) has become of the utmost importance in today’s continually changing and evolving enterprises. ITSM solutions alter businesses’ functions, from managing IT assets to making long-term technology decisions.
Always seek basic features such as user-friendliness, cloud hosting, incident management, asset management, and a self-service portal while searching for the finest ITSM tool or software. Indeed, robust automation capabilities can help your team accomplish more in less time.
Your search is over if you are searching for a cost-effective, feature-rich application to manage your various IT issues and requests. The IT help desk can assist you in capturing and tracking all IT-related issues. And equip your team with the tools necessary to provide enjoyable support experiences.