NetHelpDesk provides help desk software that is designed for MSPs, internal departments and the education sector. Founded in 1994, NetHelpDesk is headquartered in the UK.
IT Service Management (ITSM) Software
Best IT Service Management (ITSM) Software
- Best IT Service Management (ITSM) Software include: ServiceNow, Jira Service Desk, TOPdesk, Autotask, BMC Helix ITSM (Remedy), Ivanti Service Manager, ManageEngine ServiceDesk Plus, SysAid, BMC FootPrints, and SolarWinds Service Desk.
- A complete list of IT Service Management (ITSM) Software is available here.
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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 (51-65 of 65)
IBM Control Desk (formerly IBM Smart Cloud Control Desk) is available 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. Control Desk is a rebranded version of Tivoli's S...
iET Solutions is a leading global provider of IT Service Management (ITSM) and Software Asset Management (SAM) solutions designed for mid-size and large enterprises. Founded in 2003 iET Solutions is headquartered in Canton, MA.
Eworx provides unitworx, an ITSM software solution.
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...
Boomtown is a product support platform that makes it simple 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 excepti...
We are a team of technology experts focused on solving everyday problems. Our focus is to help you develop or utilize software solutions that help run your IT infrastructure efficiently and in a cost-effective manner. Our teams include remote infrastructure support teams, Product Development, Dev...
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.
HelpSystems is a leading provider of systems and network management, business intelligence, and security and compliance solutions. Our software reduces data center costs by improving operational control and delivery of IT services. Founded in 1982, we have offices worldwide and more than 8,700 cu...