Professional group
IT Services
Operations Management
Sales & Customer Management
Accounting & Finance
Human Resources (HR)
Marketing
Collaboration
IT Services
Communications
Technology
Construction
Transport
Analytics
Legal
Education
Health
Recreational Activities
Association Management
Commercial
Services
Agriculture
Art
Media
Government
Corporation
Manufacturing
Law
Finance
Category
IT Service Management (ITSM)
IT Service Management (ITSM)
End-to-End Testing
Cloud Storage
IT Management
Backup
Computer Security
DevOps
Web Browser
No-Code
Remote Access
Version control system (VCS)
Data Entry
Wireframe
Integration Platform as a Service (iPaaS)
Business Continuity
Simulation
Virtual Desktop
Application Lifecycle Management
Diagram
License Management
Application Development
Portal
Website Monitoring
Data Center Management
Electronic Data Capture
Virtualization
Network Monitoring
Mobile Device Management
Archiving
Web Design
Platform as a Service (PaaS)
Development Tools
Managed Service Providers (MSP)
Middleware
Thin Clients
Database Management
IT Monitoring
Infrastructure as a Service (IaaS)
Managed Services
Private Cloud
Electronic Data Interchange (EDI)
Application Builder
System Administration
Data Protection
Identity & Access Management
Load Balancing
Encryption
Cloud Security
Bug & Issue Tracking
Application Monitoring & Performance
Security System Installer
Survey Management
Patch Management
Tool Management
Network Security
Mailroom Management
Antivirus
Endpoint Protection
Artificial Intelligence
Framework
IoT Management
Hosting
Digital Safe
General Data Protection Regulation (GDPR)
Web Crawler Management
Public Cloud
Hybrid Cloud
IT Asset Management
Configuration Management
Ticketing Tools
IT orchestration
Operating System
IT Automation
remote desktop protocol
Log Management
ETL
API Management
RPA
Anti-plagiarism
Consent Management Platform
Single Sign On
Vulnerability Scanner
Anti Spam
Backend As A Service (BaaS)
IT Asset Management (ITAM)
Password Manager

IT Service Management (ITSM) software

ITSM stands for Information Technology Service Management. ITSM tools are IT software designed to manage all the IT services of a company.

Need any advice? Discover all our articles of IT Service Management (ITSM)
Professional group
IT Services
Operations Management
Sales & Customer Management
Accounting & Finance
Human Resources (HR)
Marketing
Collaboration
IT Services
Communications
Technology
Construction
Transport
Analytics
Legal
Education
Health
Recreational Activities
Association Management
Commercial
Services
Agriculture
Art
Media
Government
Corporation
Manufacturing
Law
Finance
Category
IT Service Management (ITSM)
IT Service Management (ITSM)
End-to-End Testing
Cloud Storage
IT Management
Backup
Computer Security
DevOps
Web Browser
No-Code
Remote Access
Version control system (VCS)
Data Entry
Wireframe
Integration Platform as a Service (iPaaS)
Business Continuity
Simulation
Virtual Desktop
Application Lifecycle Management
Diagram
License Management
Application Development
Portal
Website Monitoring
Data Center Management
Electronic Data Capture
Virtualization
Network Monitoring
Mobile Device Management
Archiving
Web Design
Platform as a Service (PaaS)
Development Tools
Managed Service Providers (MSP)
Middleware
Thin Clients
Database Management
IT Monitoring
Infrastructure as a Service (IaaS)
Managed Services
Private Cloud
Electronic Data Interchange (EDI)
Application Builder
System Administration
Data Protection
Identity & Access Management
Load Balancing
Encryption
Cloud Security
Bug & Issue Tracking
Application Monitoring & Performance
Security System Installer
Survey Management
Patch Management
Tool Management
Network Security
Mailroom Management
Antivirus
Endpoint Protection
Artificial Intelligence
Framework
IoT Management
Hosting
Digital Safe
General Data Protection Regulation (GDPR)
Web Crawler Management
Public Cloud
Hybrid Cloud
IT Asset Management
Configuration Management
Ticketing Tools
IT orchestration
Operating System
IT Automation
remote desktop protocol
Log Management
ETL
API Management
RPA
Anti-plagiarism
Consent Management Platform
Single Sign On
Vulnerability Scanner
Anti Spam
Backend As A Service (BaaS)
IT Asset Management (ITAM)
Password Manager

Compare software systems of IT Service Management (ITSM)

Freshservice

Next-Generation IT Service Management Solution
Learn more about Freshservice
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
Youzer

Automated management of corporate accounts
Learn more about Youzer
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
ManageEngine Servicedesk Plus

Full-stack ITSM software for organizations of all sizes
Learn more about ManageEngine Servicedesk Plus
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
HaloITSM

Halo ITSM: IT Service Management Software
Learn more about HaloITSM
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
SysAid

Service Automation Software (ITSM)
Learn more about SysAid
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
GLPI Network

Open Source ITSM Software
Learn more about GLPI Network
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
Kamatera

Cloud Services Provider
Learn more about Kamatera
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics
BMC Helix ITSM

Cognitive service management for big companies
Learn more about BMC Helix ITSM
Support
ITSM
Customer Support
Integration & Interoperability
Security & Confidentiality
Analytics

IT Service Management (ITSM): purchase guide

A complete guide on ITSM tools

Manage your IT hardware more efficiently by choosing ITSM solutions. This type of software solution is the perfect tool to improve the quality of your services. And, it also allows you to lower your costs by controlling them as you wish.

What are ITSM tools?

ITSM tools (Information Technology Service Management) is programmed to monitor the activity of your company's IT support services. It identifies errors and malfunctions so you can manage your IT systems effortlessly.

Be at the forefront of innovation by choosing a SaaS software solution. By opting for one, you will benefit from the latest versions of ITSM software. Moreover, you can manage your IT and office automation equipment with ease and each incident is immediately notified so that you can react instantly.

How does an ITSM process work?

An ITSM process must have the following functions:

  • be measurable;
  • provide a specific result;
  • create value for the customer;
  • respond to a specific event (e.g. a user's call to the hotline).

What are the features of ITSM tools

Here are the main features that ITSM tools should cover:

  • Incident management: this is the lifecycle management of the problems that may occur in your IT system. ITSM tools are ideal to reduce the times when your teams cannot use their computers because they are blocked by an incident.
  • Cost management: By properly implementing your ITSM tool, you will better control the costs related to the renewal of your computer park or the need for repairs.
  • Performance analysis: Analyse in real-time the performance of your IT resources in order to make the best decisions and to be really reactive. 
  • Query management: Centralize queries to respond to your employees' needs with agility and provide continuous improvement of the IT infrastructure.
  • Change and evolution management: the itsm management tool also has the function of better understanding the needs for change in order to respond to the evolution of your business.

What are the benefits of using ITSM tools?

Here are the main benefits of using ITSM tools:

  • You will follow all of the laws and regulations in effect.
  • You will save tons of time and respond more quickly.
  • You will improve the quality of your service.
  • You can supervize IT processes.
  • You can control your costs and lower the investments dedicated to your IT equipment.
  • You can optimize and continuously improve your IT infrastructure.
  • You can manage your IT system and centralize your services.
  • You can improve organization thanks to the automation of certain tasks.

What are the requirements for a modern ITSM tool?

There is a wide range of requirements for an ITSM tool. Depending on the internal purpose, the points listed below vary greatly:

  • Integral solution covering ITIL processes and the entire ITIL Life Cycle
  • Not only service operation, but service strategy - coverage
  • Complex services and SLAs can be mapped
  • Open interfaces and use of standards
  • Degree of integration capability
  • Orchestration, monitoring, discovery
  • Asset management
  • Easily customizable standard workflows
  • Task creation and task merging
  • Integrated service portal (including self-service portal)
  • Request management
  • Ordering of new services, self-help
  • Reporting
  • Multiple levels, from internal IT to management dashboard

ITSM covers the areas of service support and service delivery. Service support includes service desk, configuration management, incident management, problem management, release management and change management. Service delivery includes service level management, financial management, capacity management, availability management, IT continuity management and security management. Optimal IT service management is achieved, among other things, by choosing the appropriate definitions of processes and standards as well as software packages and ITSM frameworks.

What ITSM frameworks are there?

ITSM frameworks aim to ensure that the appropriate processes, people and technologies are in place to achieve the set business objectives. The most well-known ITSM frameworks include COBIT, Six Sigma, Microsoft Operations Framework, ISO 20000, TOGAF and ITIL.