IT Service Management (ITSM) Software
Best IT Service Management (ITSM) Software
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IT Service Management (ITSM) Overview
What is IT Service Management?
IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.
The main focus is to deliver satisfactory service to the end user customer. ITSM involves a shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models.
IT Service Management Features & Capabilities
Incident and problem management
Standard processes and procedures for change management
Configuration and asset management
Knowledge management repository documenting common issues / known resolutions
Service catalog ensuring tickets are routed to appropriate subject management expert
Service level agreement process
Reports and dashboards indicating key performance and capacity data
ITIL vs. ITSM
Another acronym - ITIL - is often associated with ITSM, but these two things are not identical.
ITIL (Information Technology Infrastructure Library) is also concerned with an integrated set of best-practice processes for delivering IT services to customers, and aligning IT resources with business needs. But it is a highly specific guidance framework that was developed in the UK and contains very specific process descriptions, success factors, and metrics in a series of documents.
ITSM, on the other hand, is a more generic term describing the broad area of providing IT services to users. ITSM projects often implement the ITIL framework for specific guidelines, but they don't have to. There are alternative frameworks like Cobit, Lean Six Sigma, DevOps, and others.
Service Desk or ITSM Tools
From a software product standpoint, ITSM tools focus on the specific area of what most users think of as help-desk. Within the ITSM world, this is often referred to as service desk. The main difference between help-desk and service desk as part of an ITSM implementation is that help desk or ticketing software products are typically designed for external users of an application.
The focus of service desk products is on streamlining service delivery within the IT domain. ITSM service desk tools also have broader functionality than standard help desk tools. For example, ITSM tools also have capabilities such as incident management, change management and configuration and asset management. They also have some proactive and monitoring capabilities designed to anticipate problems before they occur.
Help-Desk and Service Desk Convergence
Convergence is beginning to occur. For example, some help desk system vendors are repackaging their products to be used in an IT-centric or ITSM context.
ITSM solutions are often priced based on the number of agents, or users, with login credentials to the system. Monthly subscription price can be anywhere between about $20 and $100 depending on capabilities. But subscription price is only one component of the overall cost. Customizations, integrations, and consulting can dramatically increase the overall cost.
IT Service Management (ITSM) Products
Listings (26-50 of 68)
Axios is a UK-based vendor and offers the assyst ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange ITSM (now Heat Service Management).
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operation...
Opsview Monitor is an IT infrastructure and application monitoring solution. It monitors the infrastructure, applications, and endpoints of a network, and supports add-ons for automation and data exporting. Opsview also offers a free version of Monitor.
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users thr...
Oracle ITSM suite for enterprises was a suite of tools for managing, tracking, and servicing IT based on the Siebel HelpDesk. The suite is now End of Life, Oracle no longer offers the suite for sale.
EasyVista IT Service Manager is the New York company's ITIL / ITSM service solution.
iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.
EZPro is a cloud-based service management software. It automates and simplifies incident, service, problem and change management for service desk and other operations. It is a complete solution for an entire organization.
ServicePro is an IT service management solution that can be hosted on-premise or deployed through the cloud. It includes features such as change, incident / task, and project management.
IssueTrak is an IT service management platform with features such as business operations support, issue tracking, and customer support operations.
Uptime Infrastructure Monitor (formerly up.time) is network performance monitoring and IT service management software, from Idera.
Serviceaide Intelligent Service Management is an ITSM solution acquired by Serviceaide from their partner CA Technologies (now a Broadcom company) in October 2016. The product is based on the former CA Cloud Service Management product.
The IBM Control Desk is available as a standalone or as a component of the IBM Service Engage cloud or on-premise suite of IT management software. Meant for enterprises, the IBM Control Desk is an ITIL service desk.
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.
IntraService is a browser-based IT service management solution with features such as asset management, knowledgebase, and expenditures accounting.
Symphony Summit, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.
Xtraction for CA Service Management is a self-service solution that is designed to help non-technical users create, design and share interactive IT dashboards and reports. This solution includes capabilities for integrated, graphical and ad-hoc management dashboards.
CA Business Service Insight is software that provides performance management of IT services and service level agreements. This solution is designed to help businesses determine what services are being used and how they are performing against service level agreements (SLAs).
vFire is an IT Service Management tool provided by Alemba. The solution offers incident management, problem management, service level management, and knowledge management. vFire also provides a self-service customer portal, service lifecycle management, and configuration management.
Innovator is a versatile modeling, SOA governance, and business process management platform from German company MID.
USU Valuemation is an IT asset management, ITSM solution from German-headquartered company USU Software.
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing.The vendor’s valu...
SMART Service Desk is an ITSM solution from the company of that name headquartered in Arizona.