What are ITSM and its ideology?
ITSM means Information Technology Service Management, the basic aim of ITSM is to align and deliver IT services according to the desires and requirements of customers that comprise different organizations and enterprise with a guarantee of profitable benefits.
ITSM is a process-based practice, and the major intention ITSM should be the deliverance of satisfactory and hassle-free services to end-user or customers.
ITSM tools and their capabilities
The ITSM tools are considered to allow simplified management of IT service-related issues. A good ITSM tool should have these capabilities:
- Incident management
- Risk detection and management
- Knowledge management
- Document management
- Service level agreement procedure management
- Ticketing workflow management
- Configuration and IT asset management
- Maintenance of reports regarding work performance and capacity data
Difference between ITSM and ITIL
Often the ITSM and ITIL are considered identical, but the reality, these are totally non-identical to each other in every aspect.
ITIL stands for Information Technology Infrastructure Library, which is basically a framework that helps IT services management firms to align their goals with business with ease. There are other frameworks other than ITIL like DevOps, Cobit, and so on. ITSM uses this framework to monitor, handle, and eradicate issues that may arise in the design, operations, and service provision.
ITSM stands for Information Technology Service Management that means it is concerned with providing satisfactory IT information services according to the requirement of customers i.e., enterprise and other companies. ITSM is concerned with the development of help0 desks, software for companies, and improvement of the same for the near future.
Comparison between ITSM tools and help desks
ITSM has to deal with sudden drifts in choices and requests of customers and yet it is not easy to deal with all of them by using manpower alone, so to simplify this whole scenario, ITSM tools are developed which gives a fruitful and quick outcome to manage problems and helps in incident management, risk detection, and management, change management, request management, IT asset management and so on.
The comparison between ITSM tools and Help desks is indeed necessary to understand the capability of the ITSM tool. A help desk is designed for external users, while the ITSM tools which is also known ITSM service desks are the better and modern version of help desk which is not only built for external use but also can be used to foe incident management, asset management, request management, and other such problems that arise in IT lifecycle.
Key features to observe before buying any ITSM tool package
Here are some of the most prominent points to consider before buying the ITSM tool package:
- Customization feature:
This is really important to recognize that the ITSM tool on which a person invests is customizable or not. Because the market and demands are changing and in the field of IT service, there a sudden drift of demand, and the market is always estimated. So to tackle and manage these changes and requests, an ITSM tool needs to be easily customizable.
- User-friendly interface:
When a person invests in any sort of tool, they anticipate the factor of user-friendliness, which is again very important in terms of use. If a tool isn’t easy to use, then it implies the sheer wastage of capital and results in complicating the problems in providing services. This factor, in fact, plays a vital role in declaring tools’ credibility.
- Integration:
Better to integrate early than later. An ITSM tool should be efficient enough to integrate well with leading updates in the IT field, the better is the integration, better will be the workflow.
Some of the best ITSM tools in the market
SolarWinds Service Desk
It is recognized as a supreme cloud-based service desk that involves features like IT asset management and automation of tasks. It offers a 30 days trial to give the user a basic idea of its scopes and efficiency.
ServiceNow ITSM tool
This is a cloud-based ITSM tool that ensures change management, request management, problem management, and releases management.
Alloy Navigator
This is a no-premise or cloud-based ITSM tool which has features like incident management, knowledge management, contact management, and problem management.
ManageEngine
This ITSM tool provides an ITIL service management package that fulfills the requirements of ITIL service management. It is compatible with Linux and Windows server.
Freshservice
These are Superior cloud-based ITSM tools that are written to ITIL standards.
Conclusion
All these tools are better to consider after a healthy discussion and can be bought from entry-level to enterprise level. These tools are priced on the basis of the number of registered users, which again shows the credibility of a tool. The price of these tools may range from $20 to $120 depending upon their features and capabilities.
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