5 of the Best ITSM Tools You Should be Using

Oct 06, 2017

IT service management (ITSM) is the sum of processes that helps implement, manage, and deliver IT services to meet the business demands of an organization. ITSM encompasses an optimum mix of people, processes, and technology to provide value.

In this article, we will list a few of the most popular and useful ITSM tools that can help you streamline your business and increase productivity. While there are a lot of choices available today, your ideal ITSM tool should include features like problem and incident management, IT ticketing, and asset and license management.

Enterprise Ready ITSM Tools List

Below listed, are a few of the best scalable and multi-purpose ITSM tools available on the market today along with their features, to help you make an informed choice.

1) BMC Remedy

bmc remedy enterprise management platform screenshot

BMC Remedy is a digital enterprise management platform that has been built as a “mobile-first” unit for boosting productivity at the workplace. Being “mobile-first," the suite allows you to service multiple locations from multiple devices. Some of its core features include:

  • BMC Asset Management
  • BMC Change Management
  • BMC Knowledge Management
  • BMC Service Desk
  • BMC Service Request Management
  • BMC Service Level Management
  • BMC Remedy with Smart IT
  • BMC MyIT
  • BMC Remedy OnDemand Subscriber Information

2) Samanage

samanage asset management solution screenshot

Samanage is a cloud-based IT service desk and asset management solution that helps enterprises monitor their IT assets and swiftly respond to internal service requests. The tool has been built on the Salesforce Service Cloud platform and connects multiple services within an enterprise and improves visibility for all users. Some of its core features include:

  • Automated Ticket Routing and Ticket Prioritization
  • Knowledge Base and Ticket Integration
  • Dashboards with Time Tracking
  • Mobile Ready and Self Service
  • Multi-Channel Access

3) Cherwell

cherwell ITSM screenshot

Cherwell provides flexible ITSM solutions, including on-premise and SaaS, and provides codeless integration capabilities that allows you to upgrade automatically without further adding to the workload of your IT department. Some of its core features include:

  • ITIL Processes
  • IT Service Desk and Self-Service Portal
  • Dashboards & Reporting
  • Service Integration and Management
  • Configuration Management Database (CMDB)
  • Application Dependency Mapping

4) SpiceWorks

spiceworks project management screenshot

Spiceworks is a fully loaded project management software suite that does not adhere to ITIL guidelines but instead uses library modules to deliver a code of practice that improves IT efficiencies. You can download its individual tools and integrate them to build an interconnected ITSM solution. Some of its features are:

  • IT Asset Management
  • Self-service
  • Ticket Collaboration
  • Multi‐site Support
  • Active Directory and Knowledge Base
  • 150+ Add‐on Apps

5) ServiceNow

servicenow enterprise service management screenshot

What is ServiceNow? ServiceNow is a cloud-only platform that provides enterprise service management tools for ITSM, IT operations management (ITOM) and IT business management (ITBM). It also has built-in integration capabilities for various other business functions like HR, Security, Customer Service, etc. Some of its best features are:

  • Automated Testing Framework
  • Application Development Support
  • Script Debuggers
  • Automated Ticket Routing
  • Application Portfolio Management
  • Financial Portfolio Management
  • Custom Business Apps Integration
  • Case Management Optimization

ProV is a global IT service delivery company and a one-stop shop for everything ServiceNow. We help clients with implementation, testing, support, quality assurance, and more, because we understand that simply buying a software licence is not enough. ProV has the expertise and ITSM tools to help to your organization leverage ITSM solutions and boost productivity and collect more ROI from your investment. To learn more about how we can simplify your IT needs drop a comment below or contact us today.

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Topics: ServiceNow, ITSM