IT Service Management (ITSM) is a general phrase that describes a strategic approach for designing and managing the way information technology (IT) is used within a company. The goal of a good ITSM framework is to ensure that the right people, technology, and processes are in place to enable the company to achieve its online business goals.
This buyer’s guide provides pointers on the the list of main aspects to look for in the best IT Service Management software tools for small business and enterprises.
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Start by shortlisting and checking out the programs that have received the highest Smart Score rankings and customer satisfaction rating in our Customer Support category and choose the best IT Service Management Software for your company.
Due to their operational capacity, IT Service Management platforms can help a variety of users deliver better service and improve their IT support capacity. These are the profiles of ideal IT service management
Small IT Teams and Businesses without an IT team. Quite often, small companies don’t even have an IT department and face serious technology management difficulties. Purchasing IT service management software is a very effective and much more affordable strategy in their case, as they will be able to deliver well-managed services without paying for a full-time dedicated team.
Medium and Large Businesses. Both medium and large companies use IT service management systems to improve the quality of their services, but foremost to be able to understand their impact and to evaluate their relationship with most prominent business needs. For them, using such systems is a more predictive and proactive operational model for improving customer relationships and reaffirming their brands.
What are Examples of IT Help Desk Management Software?
- JIRA Service Desk: A prominent IT service management provider used for many popular open source projects. It offers proven efficiency in identifying and tracking bugs, and improves customer relationships.
- Zopim: Interactive chat system that fosters customer loyalty, and offers a suite of advanced chat feature for better communication.
- Pulseway: A popular management and monitoring solution that includes a system agent, and can be easily connected to various remote control systems for improved monitoring.
- Track-It!: A robust set of helpdesk functionalities which manages assets on a single platform, and suits mostly small and mid-size businesses.
- SWAG: Free service that connects businesses and organizations, with the main purpose to connect companies with experts who can assist their business operations.
Types of IT Service Management Software
Our IT service management software reviews shows that are many different types of solutions in this category, varying from free and basic tool suites to ultra costly and accurate programs. Features can also be categorization criteria, as certain programs do nothing but online tracking bugs, while others are more robust and they allow teams to collaborate, generate reports and store them in a database, and even do some custom branding. Generally speaking, IT service management software can be divided in two categories:
- Customer-facing IT service management systems. These systems offer services that are completely devoted and directly delivered to customers by one or more IT services.
- Beck-office IT service management systems. Back-office IT service management systems support the execution of internal business processes, and serve both the needs of the customers and the corporation.
Key Features of IT Service Management Software These are the basic features to expect from your next IT service management software:
Configuration and asset management. This feature helps you gain better visibility on your business operations, and discover data center inventory and manage your assets. At the same time, it maps configurations in a dynamic manner, and performs impact analysis across different systems. Incident and problem management.
IT service management systems are fully enabled to manage incidents and service requests, and have an extended set of practices to improve the quality of delivered services. They help you plan request authorization, implement changes, and control your service portfolio based on customer satisfaction.
Knowledge management database documenting common issues/known resolutions.
IT service management systems don’t only track current issues and requests, but they store them in a comprehensive database that can be triggered both by customers and interested agents any time in future. Dashboards and reports indicating key performance and capacity data. Solid IT management systems are supposed to provide powerful reporting that can help you spot trends, eliminate bottlenecks, and improve the quality of the delivered services.
Service catalog ensuring tickets are routed to the right subject management expert. One of the ways in which advanced IT service management systems save companies valuable time is that they automate task assignment, and encompass a catalog of services and competent experts to ensure that every task will be assigned to the most competent person in the team.
Service level agreement (SLA) process. Together with the fact that they manage assets and configurations, IT service management systems cover all generic service level management, and help companies develop specific SLAs for outsourcing contracts in line with basic standards for software qualities.