What Are ITSM Tools? (Definition, Importance, and Examples)

By Indeed Editorial Team

Published June 26, 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

IT infrastructures support many businesses. Information technology service management tools, also called ITSM tools, are software solutions that help with IT service management. Regardless of your IT-related background and experience, knowing what ITSM tools are and what some of them do can help improve your knowledge base. In this article, we discuss what ITSM tools are, explain why they're important and list some commonly used ITSM software tools currently on the market.

What are ITSM tools?

Before discovering, "What are ITSM tools?", it's important to learn what ITSM is. IT service management is a series of processes and procedures that help various types of organizations manage their IT-related activities. Organizations that provide ITSM services assist other companies in setting up and managing their IT infrastructure and then in using it to perform various tasks. This allows the client companies to focus on their daily activities without having to dedicate resources to manage their IT infrastructure. ITSM tools are the software solutions that help organizations keep track of all elements required for effective IT service management.

Some common types of ITSM tools are:

  • Ticketing tools: They help IT teams manage their workload and efficiently track solutions. They work by registering and storing requests that reach the IT team and including all relevant information, such as the person reporting it, the details regarding the issue, and the actions already taken to resolve it.

  • Workflow automation tools: They help organizations manage processes that involve multiple employees or departments. Whenever this situation occurs, workflow automation tools help both the company and the parties involved manage the sequence of tasks required to complete the process.

  • Self-serviced automation tools: They help organizations automate various tasks and processes that the IT team is traditionally responsible for executing. They usually have intuitive interfaces and allow users to perform a wide variety of tasks, such as transferring files, rebooting virtual machines, resetting passwords, and start onboarding processes.

  • Other automation tools: They can generally assist organizations and departments with automating any series of tasks. This can make operations more efficient and help employees gain more time for more important tasks by automating the repetitive ones.

Related: What Is CRM Software? (With Definition, Types, and Uses)

Why are ITSM tools important?

Some of the reasons why ITSM tools are important for many different types of organizations are:

  • They help record all IT-related tasks. ITSM tools can help organizations keep track of all IT activities they perform. This helps the organization achieve its business goals by making it quicker and easier to resolve each issue and by keeping track of the reasons that caused each issue, to make sure it won't occur again in the future.

  • They improve efficiency through task automation. Organizations that use IT systems usually have to perform a relatively high number of repetitive tasks. By using an ITSM tool, they can significantly reduce the time that employees have to spend on performing these tasks, which enables them to focus on other more relevant aspects of their work.

  • They help organizations set and maintain standards and procedures. Having ITSM tools can help companies gain consistency in their actions and decisions by making sure that all employees have the same work systems and approaches. This helps the organization perform its tasks at a consistent standard.

  • They can improve organizational performance. ITSM tools record all IT-related tasks and activities, which makes it easier to determine which aspects require improvement. By constantly identifying things to improve, the company is likely to gradually improve its performance levels.

  • They can improve profitability. ITSM tools can improve efficiency and reduce employee workload through process automation, as well as reduce the time it takes to resolve various issues by keeping track of them occurring in the past. This can reduce expenses and make employees more efficient, which is likely to lead to better profits for the organization.

Related: A Comprehensive Guide to the Different Types of Software

ITSM tool examples

These are some examples of popular ITSM tools for various purposes:

1. Freshservice

This ITSM tool is available for both desktop computers and smartphones and it's easy to set up and use, making it a viable solution for organizations of any size. It features intuitive ways in which you can create a knowledge base with solutions to common issues and then automate various processes. It also has an internal communication tool, enabling teammates to collaborate when resolving a ticket. It's available as a free trial for 21 days and then features four different pricing structures to choose from, depending on your needs.

2. ManageEngine

This tool is a full solution for all ITSM-related needs of an organization. It features advanced functions to help prevent workflow interruptions, manage IT tickets until they're resolved, and generally improve employee productivity. IT also helps customer service employees by providing a function that analyzes the exact cause of an issue and aims to reduce the chances of similar ones occurring in the future. Its pricing structure is available upon request.

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3. NinjaOne

This ITSM tool allows users to take full control of an organization's IT operations, both locally and remotely. Some of its features include backing up vital company data, automating tasks, creating an automated service desk, and helping users install, uninstall, and manage all software applications both on an individual basis and at a scale. It's available as a free trial and has a subsequent pay-per-device pricing structure.

Related: Top 9 Workflow Management Software (With Benefits)

4. Zendesk ITSM

This ITSM tool is solely dedicated to improving customer service operations. It provides an intuitive way of creating a customer service portal with a thorough knowledge base, and features multiple ways to connect with customers, such as live chat, messaging, and issue reports. It's available as a free trial and has three per-user pricing plans, depending on each organization's needs and preferences.

5. HaloITSM

This tool is a full ITSM software solution that helps organizations with their IT-related needs, such as providing quality customer support and improving workflows. Besides helping users automate processes, it also provides relevant insights through analytics, which can help organization stakeholders adjust the company's practices and improve overall efficiency. It also effectively integrates with various popular office software applications. It's available for a 30-day free trial and users can then choose from six monthly pricing plans, depending on the number of people using it.

Related: Guide to Enterprise Application Software (With Examples)

6. ServiceNow

This ITSM tool is particularly useful for medium and large enterprises, due to its ability to centralize large-scale IT processes and make them more manageable. Some specific features include issue management, asset management, service performance analytics, workforce optimization, change management, and knowledge management tools. It's available in three different pricing packages, depending on each organization's specific needs.

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7. HubSpot

This ITSM tool is especially useful for sales, marketing, and customer service operations. Its sales hub provides users with tools to analyze their prospects and past sales, as well as automate various repetitive tasks. Its marketing hub helps increase the organization's popularity by helping create landing pages, automating various tasks, and providing relevant analytics. Its customer service hub features all standard functions, such as a CRM and helpdesk. HubSpot's CRM is free, while the three hubs are available either separately or as a bundle, for a monthly fee.

Related: IT Asset Management (ITAM) and How It Can Help Businesses

8. SuperOps Service Desk

This ITSM tool makes it easier to manage various IT-related processes for organizations that provide virtual services. It features an asset management function that enables users to monitor large numbers of IT assets, record various details, and automate processes. It can also assist with creating consistent policies and procedures, and keep the organization's clients safe from cyber threats. It features a free trial period, followed by three different pricing plans depending on each organization's requirements.

Related: What Is IT Project Management and How Does It Work?

9. Jira Service Desk

This ITSM tool can help teams deliver quality service to their clients and enables quick and effective issue resolutions. It focuses on automation and inter-team collaboration, using machine learning concepts to create comprehensive knowledge bases and self-service portals. It also provides thorough reports, helping teams evaluate and improve their performance. It's available for a 7-day free trial, with two subsequent pricing plans depending on the size of your team.

Please note that none of the companies, institutions, or organizations mentioned in this article are affiliated with Indeed.

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