Information technology service management, or ITSM, centralizes and automates common IT processes for personnel. It also simplifies IT tasks for ordinary users and non-IT employees. IT service management helps businesses that don’t have dedicated IT teams as they manage hardware and software, handle technical incidents, and create reports of their IT data. It provides better automation and tighter management for device, application, and network incidents and tasks.
ITSM tools combine IT service functions into a single digital platform, usually accessed through a web portal or native application. IT personnel manage help desk tickets and their progress through the portal. ITSM tools often have mobile functionality, too.
Also Read: The Future of IT Service Management
Also Read: Enterprise Service Management and ITSM: What is the Difference?
The following six tools help enterprises provide employees with automated ticketing and other service desk features.
Best small-business ticketing solution
Freshservice from Freshworks offers customizable ticketing automation for small and medium-sized businesses. Freshservice offers a clean, modern UI and prompt, friendly support agents and engineers to help streamline businesses’ IT services. Customers found Freshservice quick to implement and cheaper than other solutions, although the more affordable plans for small businesses didn’t have as many features as they’d like.
Freshservice integrates with Freshrelease, a project management application: Freshrelease allows users to create projects from tickets and track IT tasks with Kanban boards. It also integrates with Slack, Microsoft Teams, and JIRA, as well as other platforms. Freshservice offers a 21-day free trial.
Best solution for very large enterprises with large IT teams
Jira Service Management (SM) is an IT ticket management and service desk platform for enterprises and managed service providers. Jira SM, named Service Desk until 2020, allows business users and users’ customers alike to create service desk tickets. Jira offers a customizable service center, SLAs, configuration management and dependency mapping, and a federated knowledge base.
Jira offers a free plan for companies with three or fewer agents, which includes incident, problem, and change management, as well as SLA management and configurable workflows. Jira offers strong ticketing features, but because it’s complex to implement and customize, it’s a better solution for large businesses that have enough IT personnel to dedicate time to configuring it.
Best for medium-sized businesses that need many features and high customizability
ManageEngine ServiceDesk Plus is an ITSM solution for both medium-size businesses and large companies. Its ESM solution for enterprises is compatible with the ITIL 4 framework and offers deployment in public clouds, on premises, and as SaaS. ServiceDesk Plus integrates with other ManageEngine products, such as Mobile Device Manager and Desktop Central, and The ServiceDesk Plus MSP application also integrates with Active Directory to import user data from AD into the MSP app.
One ServiceDesk Plus highlight is its IT release management feature: users can configure release templates and view an integrated calendar of changes and releases. Users found ServiceDesk Plus easy to configure and use, though some companies struggled to implement it and found it complex or difficult to teach to non-IT employees.
Best customization solution for large businesses
ServiceNow is a cloud-based SaaS platform that offers an ITIL management framework for large businesses and enterprises. ServiceNow ITSM has customizable dashboards, out-of-the-box functionality, and customer service ticketing options. Users can attach documents and screenshots to tickets, monitor and update incidents, and use Now Mobile, ServiceNow’s native mobile application.
Users have a self-service portal for request management. IT agents receive their own workspace for resolving incidents, as well as AI-assisted suggestions. The agent workspace also integrates with customer-facing communication channels. The mobile agent provides mobile workflows for IT support teams that aren’t connected to the internet or are frequently out of office.
Also Read: ServiceNow vs. Jira
Best for customer service
Service management provider SysAid offers three products for small, medium, or large businesses: Help Desk, ITSM, and ITSM+. SysAid’s highlight is its customizability: it’s extremely flexible and configurable, allowing businesses of all sizes to tweak the software to fit their workflows. The enterprise-focused ITSM+ provides BI & Analytics and an Insights panel, as well as a Business Value dashboard that reveals team performance and impact.
SysAid customers spoke particularly highly of the team’s prompt, supportive customer response team, as well as its customizability and versatility. SysAid integrates with Slack, Office 365, and JIRA, and it also syncs with Zapier for creating thousands of integration pathways.
Best service delivery solution
TOPdesk is a SaaS platform that offers ITSM, enterprise service management, and facility management solutions. Users can design their own knowledge base to help customers answer their own basic questions. Organizations using TOPdesk have access to over 90 software integrations, as well as an API that allows them to customize integrations. TOPdesk’s dashboard allows users to view and create reports and set up module dashboards for different processes if they want.
TOPdesk offers contract and service level management for handling customer and supplier contracts and agreements. During call logs, TOPdesk automatically generates SLAs. The change management module allows users to record all organizational changes through workflows and create change templates with dependencies between activities.
ITSM tools should have the following features:
If you’re shopping for ITSM software, ensure that your final choices have the above features at minimum. Other useful features include:
ITSM tools specialize in different areas, such as service level management, ticketing, or high configurability. Choose a tool that best fits what your business needs.
Read Next: Best Managed Service Provider (MSP) Software & Tools
Enterprise Storage Forum offers practical information on data storage and protection from several different perspectives: hardware, software, on-premises services and cloud services. It also includes storage security and deep looks into various storage technologies, including object storage and modern parallel file systems. ESF is an ideal website for enterprise storage admins, CTOs and storage architects to reference in order to stay informed about the latest products, services and trends in the storage industry.
Advertise with TechnologyAdvice on Enterprise Storage Forum and our other IT-focused platforms.
Property of TechnologyAdvice.
© 2021 TechnologyAdvice. All Rights Reserved
Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.