IT Service Management (ITSM) Software

IT Service Management (ITSM) software: 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: Centralise 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 supervise IT processes.
• You can control your costs and lower the investments dedicated to your IT equipment.
• You can optimise and continuously improve your IT infrastructure.
• You can manage your IT system and centralise your services.
• You can improve organisation 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 customisable 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.