Information technology service management (ITSM) is well established in the enterprise, and there are many ITSM tools and software available for managed service providers (MSPs). However, these tools are evolving rapidly. A few years ago they were primarily on-premises systems, but more recently cloud-based systems have begun to dominate. These systems are adding features related to work-from-home and hybrid work environments, artificial intelligence (AI), and FinOps.
What is ITSM Software?
ITSM deals with the design, creation, delivery, support, and management of information technology (IT) services throughout their lifecycle to meet the needs of an organization. That includes services that impact end users as well as the underlying applications, hardware, and infrastructure. ITSM helps in solving IT problems efficiently and in maximizing returns from the IT budget.
Key Features of ITSM
ITSM software provides tools and capabilities that are vital for organizations to manage the consumption of IT services, the infrastructure that supports those IT services, and the IT organization’s responsibility in delivering business value with those services. They are most heavily used by IT service desks and IT service delivery functions to support the tasks and workflows for processes, including incident, request, problem, change, knowledge, and configuration management.
As ITSM tools transition to the cloud and incorporate AI as well as predictive and preventive features, they are also adding functions such as virtual agents and chatbots and embracing tighter integration with knowledge management and IT operations management (ITOM).
Key features of ITSM systems include:
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Best ITSM Tools
Channel Insider evaluated a variety of ITSM tools. Here are the ones that stood out in our review and analysis:
Ivanti Neurons for ITSM provides automated workflows to eliminate manual processes. It can function as an IT help desk and support ticket solution or as a full-featured ITSM and ITIL service management platform. It can scale and operate in the cloud or on-premises. MSPs can sell Ivanti solutions as a subscription service and provide delivery and management of network-based services, applications, and equipment.
Also read: The Best Help Desk Tools for MSPs
Servicely is a full-featured ITSM platform that supports ITIL4 and can be modified or extended to meet customized approaches to practices like change management. ITIL is enabled right out of the box. It provides a single system of record and can consolidate spreadsheets, databases, and forms to ensure everything is always up to date. This makes it easy to manage assets, CIs, contracts, and knowledge all in one place.
Jira Service Management by Atlassian is a unified platform for ITSM that encompasses development, IT, and business teams. Gartner included Atlassian in the 2021 edition of the Gartner Magic Quadrant for IT Service Management Tools, the sole “Visionary” in that report. Features include scalable request management through service desk, which enables teams to handle large volumes of service requests from internal and external customers through a self-service portal and service catalog.
ServiceNow helps service providers accelerate into new markets and improve customer experiences. It is a cloud-based service management solution built on the Now Platform, which allows organizations to break down silos, share data, deliver engaging user experiences, and drive cross-department workflows. ServiceNow ITSM includes request management, knowledge management, incident management, change management, and workforce and process optimization.
SysAid Service Automation uses AI to add automation to ITSM. The company emphasizes an ease of implementation and an improved agent and employee experience by providing good support and tools to enable them to self-solve their own issues and requests. SysAid also helps MSPs deal with multiple support portals and manage them in one place with one-click access to client assets.
Freshservice takes an employee-focused approach to service management. As well as ITSM, it covers ITOM to manage critical incidents and maximize uptime, IT asset management (ITAM) with a CMDB to optimize processes and spending, project and portfolio management (PPM) to deliver projects on time, and enterprise service management (ESM) across business functions. The platform has features for MSPs to manage multiple clients accounts.
Zendesk is an open-source ITSM alternative that brings together all of Zendesk’s service capabilities into one offering. It helps simplify workflows and address employee requests faster. It also offers a single workspace for internal support teams with all employee context in one place as well as features for routing, intelligence, and knowledge management. The Zendesk community offers plenty of help for MSPs.
BMC Helix provides service management along with AI/ML and DevOps enhancements. Its containerized approach can scale to meet future needs. It also includes DevOps support and integration of operations management. Users can utilize it to meet service-level agreements (SLAs), resolve potential issues before they arrive, and deliver enhanced service experiences.
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