IT Governance

Current Market Has 3 Types of ITSM Tools: Which Type Do You Want?

Companies take help from ITSM tools to organize processes, functions, resources, budgets, and project results. They update IT services and improve the customer experience. In this article at Technology Advice, Tamara Scott lists 3 types of ITSM Tools that you can invest in.

ITSM Tools and Their Types

Many companies utilize help desk software to do the ITSM processes. Are you one of them? Find out if those applications have the following basic features an ITSM software should have:

  • It should reduce IT service downtime and stop incidents from occurring.
  • The tool should find solutions and schedule work to experts while detecting ticketing trends.
  • With built-in best practices, it should help you follow the existing IT service frameworks.
  • It should be easy to monitor assets and their extensions.
  • You should be able to see license needs and maintenance and have alerts for updates or renewals.

Following ITSM tools have all these features but vary in their scale of operations:

Enterprise-Level Solutions:

ServiceNow: It comes with built-in ITIL processes. Visual Task Boards give teams workflow visibility. You can automate recurring tasks. Customers can contact you through an online user portal for service requests.

BMC Remedy: Accessible from any device, this is one of the ITSM tools that gives updated workflows to remote IT service agents. Utilize 90 report templates to communicate issues to team members. This full suite also includes BMD products like MyIT self-service and Atrium CMBD lifecycle planning.

Upgradable Solutions:

Samanage: It supports all sizes, from startup to enterprise, with its built-in ITSM model. The tool detects problems and alerts your team. The affordable tool is built on the Salesforce Service Cloud platform. It can connect to several devices across the organization to improve workflow transparency.

Cherwell: The ITSM tool gives on-premise and SaaS options with easy configuration capabilities. It upgrades automatically due to its codeless integration feature. Track physical assets and enhance processes through its built-in asset management feature.

SpiceWorks: The company caters to your various needs like help desk, mobile help desk, inventory management, network management, etc. Download and integrate them as needed. Pay an annual fee to remove the ads from your trial version. It also seamlessly integrates with third-party apps through APIs.

Security Solutions:

Symantec: A longstanding leader in internet security, Symantec comes with patch management, asset management, and software license management. It works for Windows and Mac devices and scales up for other operating systems too. 

Autotask: This cloud service platform includes IT management products, document management, and asset management. Get access to CRM, service desk, billing, and reports through the remote mobile management feature. Autotask Endpoint Backup helps with your backup security.

SysAid: This caters to users and customers. Customers access the IT self-service portal while you can work faster with ticketing and automation features. Built on ITIL methods, it offers problem management, mobile device management, and workflow management. The basic plan allows 3 administrators and 120 assets.

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