Best ITSM tools | IT PRO

The best ITSM tools, or information technology service management tools, make managing IT hardware assets in your business or organization simpler and easier.

ITSM tools simplify monitoring and resolving issues across multiple assets, making it simpler to manage the wide range of devices connected to your IT infrastructure.

One of the main issues faced is the variety of devices that can be used, since network connections can involve desktop PCs, laptops, as well as smartphones, all of which need to be kept up to date with security upgrades, as well as software patch management.

Additionally, ITSM not only focuses on technology but also provides service for users, meaning it covers proper error reporting and logging, technical helpdesk assistance, as well as others more ticketing support.

All of this is organized to make it easy for IT managers to find what they need to solve problems as quickly as possible, and ensure that others are solved before they become an issue.

We’ve put together a list of five of the best ITSM tools currently available on the market below.

The best ITSM tools available

1. Today’s Service

ServiceNow offers ITSM in its family of support products. IT Service Management is working to consolidate IT services into a single cloud-based platform, and has many heavy customers including GE Digital, Broadcom, and Overstock.com.

It features the ability to consolidate those important, but often difficult to work with legacy applications in a cloud location, with manual processes becoming automated along the way. The firm also claims to increase IT productivity by implementing features such as incident management with automated routing, asset and cost management that can track costs and contracts for assets, and a modern, self- service portal for consumers to access.

ServiceNow IT Service Management can also be integrated with a real-time performance analytic dashboard, with the ability to benchmark how you are performing against peer industry averages.

While the website provides a lot of information on how it can benefit your business, the company is unfortunately a bit vague on pricing. With no free trial offer, there are two plans with descriptive names, the lower IT Service Management, and the higher IT Service Management and Performance Analytics, which add features, true to its name, for performance analysis.

2. Freshservice

The folks at Freshworks bring us Freshservice, a cloud-based ITSM that promises to standardize processes in a “sleek, modern and efficient way.” This ITSM software package offers a range of features including opportunities for collaboration between agents, proactive problem management that can reduce service desk incidents by 40%, support for root cause analysis of incidents through visual timeline and coordination for new releases with standardized start and end. date There are also mobile apps available for iOS and Android.

All tiers offer a 21-day free trial to see if Freshservice meets your organization’s needs. Plans start with the Blossom plan for the basic feature set. Moving up to the most popular Estate plan adds additional features including software license management, analytics and customizable agent roles.

3. Jira Service Management

Jira Service Management, from Atlassian, takes a modern approach to helpdesk software, with a neat and simple interface. Standout features include integration with over 600 other platforms such as Slack through available Service Desk apps. Jira Service Management can be used through mobile platform apps, and notable customers include Twitter, Sotheby’s and Spotify.

On the one hand, Jira Service Management has the shortest trial of our offerings here, just seven days. However, it offers a free tier for up to three agents with no time limit. In addition, the free tier is full of features, but limitations such as 2GB for its use.

The next step covers all the features of the free plan with support for up to 5,000 agents as well as offering audit logs.

4. InvGate Service Desk

InvGate Service Desk is a comprehensive ITSM tool to support IT; it is available as any on-premises software. The list of organizations using this solution includes Burger King, Nike, Toyota and Starbucks.

Features include ticket management with customer satisfaction assessment, self-service capabilities with predictive knowledge base and news broadcasting capabilities, and ‘gamification’, which refers to the use of game-style mechanics to support and motivate employees with a positive reinforcement model. . There is also multi-department support, and integration for asset management with InvGate Assets.

As with some other ITSMs, pricing is unfortunately vague, but the company does offer a 30-day trial.

5. Cherwell

Cherwell ITSM provides a cloud-based SaaS platform that aims to simplify overall IT management by allowing easy drag and drop management of configurations, visualizations, dashboards, reports, and other monitoring tasks. The software has been verified for use in a wide range of commonly used ITIL processes, and is both flexible and scalable.

There are several options for automating workflows and routine administrative tasks, to improve productivity and efficiency among all IT staff and users, and there are several extensions and integrations available.

While there’s no directly advertised pricing, Cherwell says they aim to keep costs as low as possible by requiring a minimum number of users to be licensed, and have a free demo available.

ITSM is just one of many SaaS platforms offered by Cherwell, with others including IT asset management, HR and facilities management, as well as security, enterprise, and project management.

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