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ITSM Tools

Alice Musyoka
Last Updated May 24, 2022 2:08 pm

IT Service Management (ITSM) tools are the tools involved in designing, delivering, and managing IT services. These tools support IT service management best practices, by which IT teams manage the end-to-end delivery of IT services to end users or customers.

How Does IT Service Management Work?

Typical ITSM scenarios might involve any of the following:

  • Service requests: requests for new services
  • Release management: a request for new features
  • Incident and problem management: handling of incidents or problems
  • Change management: making changes to existing services
  • Continuous improvement: improving existing services

Other core ITSM processes include knowledge management and IT asset management.

What Role Do ITSM Tools Play in an Organization?

ITSM tools allow organizations to manage change effectively by focusing on standardized, repeatable, and accountable processes. With the visibility an ITSM tool provides, IT teams can identify issues quickly and solve them.

How Do ITSM Tools Benefit an Organization?

ITSM tools can offer the following benefits to IT departments with service management components:

  • Standardize IT procedures: ITSM tools provide structured methods and reliable data, cutting down the time spent on IT processes. IT services become streamlined, which leads to an increase in productivity.
  • Increase efficiency and productivity: A structured approach to service management aligns IT with business goals. The delivery of services is standardized and based on budgets, resources, and results. ITSM tools reduce costs and risk, ultimately improving the customer experience.
  • Visualize workflows more easily: An ITSM platform allows employees and management to visualize different workflow aspects. They can identify and solve problems as they arise and execute cost-benefit analyses.
  • Improve performance: ITSM tools help employees find the information they need faster. They minimize errors and improve the accuracy of work.

What Are Some Best Practices When Using ITSM Tools?

Focus on the end user first

IT service management is only successful if the end users benefit from it. ITSM tools should streamline processes and allow for the integration of applications and systems to deliver maximum results, thus helping organizations to achieve their goals. 

Continuously assess and improve processes

ITSM personnel must continuously evaluate organizational processes to improve them. They must assess what’s working best for the company and what’s not and customize ITSM processes within the platform to fit business needs. This improves organizational efficiency and reduces operational costs.

Use ITSM tools to automate processes

Human error is mostly caused by manual and repetitive tasks. But small mistakes can sometimes lead to big errors and cause huge losses. To avoid this problem, organizations can use ITSM tools to automate processes. When repetitive tasks are handled by automation software, employees can focus on work that delivers the most value to the organization.

Examples of ITSM Tools

If your organization is interested in investing in an ITSM tool, these are some of the most popular and highly-recommended tools on the market:

  • Jira Service Desk
  • Wolken
  • Ivanti Neurons
  • BMC Remedy
  • ServiceNow

But just because these tools are widely recognized does not mean they’re the right fit for your business size, budget, and goals.

Learn about other Top ITSM Tools in this guide to find a solution that works for your exact organizational needs.