IBM SmartCloud Control Desk is the rebranded version of Tivoli's Service Request Manager. This is a somewhat complex enterprise-level product and it competes with BMC's Remedy and ServiceNow.
IT Service Management (ITSM) Software
Best IT Service Management (ITSM) Software
- Top Rated IT Service Management (ITSM) Software include: Samanage, ServiceNow, TOPdesk, Jira Service Desk, Autotask, BMC Remedy, ServiceDesk Plus, and SysAid.
- Other IT Service Management (ITSM) Software on the TrustMap include: SolarWinds Web Help Desk, Cherwell Service Management, Remedyforce, CA Service Desk Manager, and BMC FootPrints Service Core.
- A complete list of IT Service Management (ITSM) Software is available here.
TrustMaps are two-dimensional charts that compare products based on satisfaction ratings and research frequency by prospective buyers. Products must have 20 or more ratings to appear on this TrustMap, and those above the median line are considered Top Rated.
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 (51-61 of 61)
iET® ITSM is fully integrated, highly configurable, built to scale and designed to meet any organization’s needs. With additional modules for smartphone accessibility, phone system integration, and software asset management, iET Solutions offers a complete package for service management.
unitworx is an all-in-one ITSM software that integrates three modules - IT Documentation, IT Monitoring and IT Ticketing in one system. The vendor’s value proposition is that users will benefit from the interaction of these modules, an easy-to-use interface, pre-defined workflows and many other f...
FireEye as a Service is a managed detection, investigation and response service that providing security experts, with the skills to detect, investigate and remediate threats early in the attacker lifecycle.
German company Derdack offers Enterprise Alert, an incident response system alerting operations teams working in IT, transportations, facilities, and other areas.
Alloy Navigator is an all-inclusive IT Service and Asset Management solution. The vendor says Navigator comes with a powerful workflow process automation engine fortified by an intelligent interface that automatically creates meaningful relationships between the data that matters. Alloy Navigator...
Relay is a platform for technology support and customer service that aims to enable you to deliver simple, predictive, and personal experiences at scale. According to the vendor, Relay is powered by the Relay Technology Index. The Relay Technology Index combines a universal technology dictionar...
OpsSmart offers ITIL Driven Service Management Solutions that promise to help improve user experience and lower service desk costs.
NetSupport Service Desk is an ITSM solution, supporting incident and user problem management, service level management, and related issues.
Zoho IT Management presets an ITSM solution for help desk operations and IT ticketing, which integrates with Zoho Corporations other cloud and IT monitoring solutions (e.g. Site24x7, Zoho Assist, etc.).