helpLine is an ITSM solution from the large and well-established European IT service software company of the same name headquartered in Germany.
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 (51-68 of 68)
ASG provides ITSM, ITAM, as well as change and configuration management (e.g. patch management, dependency mapping) via its modular offering ITAM Center.
NetHelpDesk provide ITIL aligned help desk software that can be installed on premise or in the cloud. Through over 20 years of experience, NetHelpDesk has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: incident, problem and chang...
Service Gateway Device Management is an IT service management software solution offered by Aptean. It is built specifically for a device management solution built specifically for telecommunications, cable, and wireless broadband internet providers to manage connected devices such as modems, rout...
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.
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...
Alloy Navigator is an all-inclusive IT Service and Asset Management solution. The vendor says Alloy 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 Nav...
Boomtown is a product support platform that allows users to sell, activate, and service technology products that are used by real world businesses. Through Boomtown, teams can leverage integrated knowledge, artificial intelligence, and seamless collaboration to orchestrate and automate exceptiona...
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.).
IPsoft, a software company headquartered in San Jose specializing in automation solutions, offers IPcenter, an ITSM solution relying on IPsoft's automation technologies to provide a complete IT service management solution.
Xavient Digital offers HelpDX, an IT service desk solution.
Symantec ServiceDesk provides enterprises with ITIL-based help desk functionality for incident, change, and problem management.
Matrix42 Service Management is an ITSM solution suite.
ITarian is a free remote monitoring and management (RMM) tool available with a suite of other IT management tools, including patch management, auto discovery, network assessment, ITSM, and payment management tool for ITSM service providers.
Vityl Capacity Management is a comprehensive all-in-one capacity management solution that aims to make it easy for organizations to proactively manage performance and do capacity planning in hybrid IT environments—physical, virtual, cloud, or container. Vityl Capacity Management works by providi...