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ITSM Tools
Technology is an essential component of every business, and business-IT alignment is more necessary than ever to be successful. IT Managers must extract real business value from technology. IT Service Management (ITSM) tools assist all the activities involved in designing, creating, delivering, supporting, and managing the lifecycle of IT service. This includes all the discrete activities and processes that support a service, from service management to change management, problem and incident management, asset management, and knowledge management. ITSM tracks all corporate IT assets and their configuration centralized within a Configuration Management Database (CMDB).
The primary goal of ITSM is to better align IT with the business throughout the product or service delivery lifecycle. ITSM standardizes IT procedures, improves workflow efficiency, enhances customer experience, and saves time and money. If you are looking for an ITSM tool that provides fast return-on-investment, consider the following vendors.
ITSM Tools List
| Company | Company | Description | Learn More |
|---|---|---|---|
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Atlassian |
“Jira Service Desk is simply modern service desk software. It brings more structure to your work, gives you increased visibility into what your team is up to, and helps your agents get more done, so you can deliver better service.” |
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Axios |
“Assyst is a single app for managing IT, centered on one principle—give you the tech you need to accelerate and grow IT capabilities—without the overheads usually associated with enterprise applications.” |
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BMC |
“BMC delivers modern, intelligent ITSM solutions that are fast, accurate, and cost effective, whether you want to operate in the cloud, in a hybrid model, or in your own data center.” |
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Broadcom |
“Clarity SM (formerly CA Service Management) is a robust enterprise class IT service management solution verified across 12 ITIL® processes by Pink Elephant.” |
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Cherwell |
“With Cherwell, you can rapidly meet changing and growing demands across the organization, from IT to Facilities, HR, and beyond—all with fewer headaches and lower costs.” |
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Easy Vista |
“Our Service Manager platform supports even the most complex requirements, while bringing a new level of simplicity, agility, and mobility required to make IT Service Management (ITSM) software easy to use and easy to deliver.” |
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Freshworks |
“Slick, modern and efficient ITSM software. Standardize processes and service delivery with an ITIL-aligned setup.” |
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Hornbill |
“Hornbill is an innovator in business collaboration applications that help teams create content, share ideas and feedback and optimize operations to deliver better customer experiences.” |
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IBM |
A series of home-grown and acquired assets such as Maximo have tasked IBM with combining various ITSM or related applications such as Tivoli Process Automation Engine, Netcool, Maximo and others. These tools provide end-to-end visibility, control, and automation to help IT operations staff manage business applications and services on-premises and in the cloud. |
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Ivanti (powered by Heat) |
“Enterprise IT departments use Ivanti to marry their ITSM, IT asset management, IT security, endpoint management, and supply chain capabilities. Ivanti’s mission is clear—to help our customers success through the Power of Unified IT.” |
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ServiceNow |
“Transform the impact, speed, and delivery of IT. Deliver services that amaze your users, increase productivity, and achieve new insights by consolidating to the most innovative ITSM solution.” |
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SolarWinds |
“With cloud-based IT Service Management Software, you can simplify daily IT tasks, better connect with employees, and help drive your business productivity.” |
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SysAid |
“SysAid ITSM includes everything you need for effective IT service management (ITSM) in a single IT-aligned ITSM solution.” |
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TOPdesk |
“Bring your work, knowledge and customers closer with TOPdesk’s ITSM software. You’ll spend less time on the routine, so you can spend it on the things that matter: innovation and personal support.” |
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Zendesk |
“Zendesk Support help desk is beautifully simple. It automates tracking, prioritizing, solving customer support tickets. Support has been built (and rebuilt and rebuilt) with the CMDB concept at its core.” |
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