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In this digital organization’s age, technology advances rapidly, ultimately resulting in making IT service management a very dire aspect that offers assistance to businesses. The ITSM that we spoke about focuses on strengthening your organization’s IT service management efforts that develope as per the needs of your company.

Most of you might be thinking, what does this ITSM do, right?

ITSM, when expanded, reads IT service management (you might know it but for the few people who might not know).

Oops! We drifted off from the topic, let’s get back to the business so, ITSM is a software that helps you out by providing a trustworthy and safe IT service.

We will be digging deep into ITSM, so prepare yourself to gather as much information from this.

What is ITSM?

Many people might know about ITSM, whereas many don’t have a clue about the same. So, together we can unearth the aspects of ITSM.

Firstly it starts with this question down here,

What is meant by ITSM?

The fundamental question that comes to one’s mind when talking about the latest trends in IT service management. Now, what does IT service management means, it’s a group of processes, procedures, and policies for handling implementation, improvement, and support of customer-related information technology services. Most of the IT management practices focus on network, hardware, and system, but when you take the case of ITSM, it’s prime most aim intent on enhancing IT customer service, and at the same time to improve business goals.

ITSM combines many IT management frameworks which help us in centralizing and decentralizing the system.

Why does a business need ITSM?

Do you think your business requires IT service management?

Why do you think a business needs ITSM?

So, let’s get to know about it.

Down here, you can see why we need ITSM, and you will get to know how ITSM got this recognition.

  • ITSM help in reducing the IT cost that occurs in your business.
  • It helps, in improving the quality of service, they provide us.
  • Customer satisfaction is one of their prime concern, and they keep on working on it.
  • Risk is inevitable but can get reduced, and they do that in ITSM.
  • They provide us with improved governess.
  • Good competition is the best advantage for a company and ITSM try their maximum to increase it.
  • They always keep on improving flexibility.
  • And last but not the end, they work on increasing the swiftness for new IT services.

So as a whole, if we have ITSM in our business, they take care of the business needs with a better understanding than us. They provide us with higher IT services, which leads to higher business productivity. They provide us with the best cost efficiency. Moreover, ITSM manages our expectations even better than us. Also, there may be many business incidents happening that will be effectively managed by ITSM.

Why is ITSM important?

Here we will talk about the importance of ITSM (IT service management).

What place does IT service management have in the business world?

How important is it in today’s world?

Many reasons led to declaring ITSM relevant. By enforcing or putting ITSM into effect, you will standardize the process through a well-regulated delivery and documentation. Furthermore, it benefits us by constructing a presumable IT org. A perfect ITSM implementation helps in decision making and brings in beneficial IT judgments into the business.

ITSM framework asks the IT organizations to line up their venture with the goals of the business. As we align our activities, we will get a clear picture of services that are offered by the IT, and we will be able to put more input and control, and thus telling the IT organization about the services it should take up for the organization and that which meets the requirements of your business.

ITSM processes

To manage IT services, organizations must regulate the service’s abilities, how it works, changes to it, and what happens when it confronts problems. These processes come under different main categories, primarily defined by ITIL, but appearing in several forms in the other ITSM frameworks.

Some of the ITSM processes include:

Knowledge management

Knowledge management includes sharing, using, formulating, and handling the information and knowledge of an organization or business. In many instances, it got referred to as being a multifaceted approach that helps in attaining organizational goals using the collected knowledge about the organization.

IT asset management

The process of confirming that the organization’s assets and properties got valued for, used, maintained, upgraded, and disposed of when the right time comes. To make it simple, we might need to break the definition, so IT asset management makes sure that the necessary items, both tangible, and intangible became tracked and get used daily.

Service request management

In service request management, procedures get repeated for managing a large variety of customer services. Some of the requests include requests for access to applications, software enhancements, and hardware updates, and this often keeps on getting repetitive. One of the best benefits of service request management is about enabling customers with knowledge and robotizing specific tasks.

Incident management

In incident management, the incident management process reacts to an unanticipated event or service interruption and reconstruct the services to its operational state. Most organization have software services instilled and is prone to make failures or accidents, and at that time incident management comes up with the most suitable recovery processes.

Change management

In change management, the processes make sure that the procedures used are of a high standard, and thus efficiently and promptly handling every change in IT infrastructure. It introduces new services, manages the older one, or maybe it is resolving problems, whatever it is, change management ensures quality.

Problem management

When there comes any issues or incidents on an IT service, problem management effectively and efficiently manages and identifies the problems. But don’t jump into the conclusion that problem management only finds and repair incidents, but in the real sense, it identifies the underlying cause and understands the event. It just doesn’t end with this, it also finds out, the best method through which it can clear off the root cause.

Various ITSM Tools

Information technology service management intends to line up the delivery of information technology service as per the requirements of an organization or business. What’s more, ITSM tools pinpoint at being the distributor of gratifying service to the ultimate user.

As all of you know, there comes about a handful of ITSM tools easily accessible in the market.

You might want to know about the different types of ITSM tools. And only after knowing about the various tools, you can choose the correct one for your business which will become the most suitable. So, go through the list of tools and know about ITSM and be the pro.

Alloy Navigator

Alloy Navigator a relatively new ITSM tool that became emancipated in 2019. Alloy grants customizable asset management solutions to integrate your help desk, ITIL standards, and ticket, asset, incident, and alter management. The service desk platform allows customized IT processes that include a mobile app for technicians, a web portal, and an end-user self-service portal.

Atlassian Jira Service Desk

Jira Service Desk is intuitive and straightforward to implement, and for smaller organizations, it can assist in meeting modest requirements without becoming too complicated for business users outside IT. Jira Service Desk will help your organization secure, track, maintain, and resolve appeals from customers across every department. Requests can become presented through email, a help center that will customize your business needs, or through an implanted widget. Setup got sketched to be easy, compatible with Atlassian, and therefore the software comes programmed to handle automation, SLAs, real-time reporting, and ITIL-certified processes like the incident, problem, and alter management.

BMC Remedyforce

BMC Remedyforce proposes problems, service-level, incident, and change management, and it also incorporates self-service, discovery, and asset management. You can configure and customize the system to deliver reports and to handle specific IT issues. Remedyforce also introduces collaboration features that help IT staff work together to resolve issues faster.

Features include chatbots that integrate with apps like Skype, Slack, and mobile apps, dashboard reporting, the capability to configure the platform with coding or scripting, and “seamless upgrades twice a year” even without a software or hardware to put in or manage. Remedyforce becomes made on Salesforce, so if your business already uses the platform, it’ll be a simple integration. However, if you aren’t using Salesforce, Remedyforce won’t be fit, unless you propose to start using Salesforce.

Cherwell Service Management

Cherwell promotes its service management software as “frictionless ITSM software for the modern enterprise,” with an easy-to-use, instinctive platform. It’s a comprehensive service that concentrates on ITIL support for IT departments that need to streamline IT management.

The software covers IT service desk management and full integration for the 11 most commonly used ITIL processes. You’ll also find the backer to handle change, configuration, and IT asset management in one streamlined platform. Cherwell also offers “concurrent, inclusive licensing,” which indicates add-on services such as password resets, manager approvals, and other automation and integrations, and this won’t require a separate license.

Freshworks Freshservice

Freshworks Freshservice offers an inherent, user-friendly platform, particularly on the mobile app. Freshworks asserts that its ITSM software helps build a “standardized, sustainable approach” to problem management that also “allows for easy collaboration between agents.” It helps businesses isolate difficulties and find patterns between various incidents, without disrupting the business.

Ivanti Service Manager

Ivanti Service Manager may be a cloud-based service that guarantees to spice up businesses with everything from IT help desk support, to ticketing, to excellent ITIL service management processes. It got composed to scale and adapt to your business requirements.

The software passes complex reports, offers real-time insights, and helps IT departments automate processes for other departments. It comes with pre-defined workflows and ways to automate processes without coding, so IT won’t have to spend extra time on unnecessary manual efforts.

InvGate Service Desk

InvGate Service Desk provides ITIL-aligned tools and services to aid with streamlining your IT service desk, supporting asset management, and delivering analytic insights and reporting. InvGate gives out the standard features of ITSM tools such as change, workflow, problem, and ticket management, and a self-service platform. But it also grants gamification tools to improve employee engagement in IT support as well as multi-department support, which means it can elucidate well to other departments, such as finance or HR.

ManageEngine ServiceDesk Plus

ManageEngine’s ServiceDesk Plus is the ticketing system that offers services for the incident, problem, change, and asset management. The service catalog helps you to publicize your custom service catalog with custom SLAs, and therefore the configuration management database service enables you in tracking, managing, and visually analyzing changes.


ServiceNow allows a cloud-hosted IT management platform that helps businesses to manage and maintain their IT infrastructure. It offers more profound insights into incidents and depreciation in the organization, on top of service desk management. It got designed to support complex IT environments and to deliver insights through smooth, organized reports that can be customized.

ServiceNow’s ITSM platform includes incident, problem, and request management, that have a mobile app with a mobile onboarding program for brand spanking new hires. Employees also get access to a live agent who will help with any questions or issues. It also integrates with many sorts of apps, software, and services, including Azure, LogMeIn, TeamViewer, AWS Service Catalogue, and User App for Microsoft.

SolarWinds Service Desk

SolarWinds acquired Samanage Service Desk, replacing SolarWinds’ previous ITSM service, Web Help Desk. SolarWinds Service Desk gives all the quality automation, reporting, ticketing, and management features that you simply wouldn’t expect. It also involves tools for service level management, a self-service portal for users, risk detection features, and CMDB software. SolarWinds also extends several integrations with tools like Active Directory, Dropbox, Google Apps, Jira, Slack, Zendesk, and more.


What causes Spiceworks’ ITSM software unique is that it’s free. It enables IT departments to run a comprehensive ticketing system that’s customizable for particular business needs. You’ll need to affect a few ads, but they’re modest and eventually seem to be a fair tradeoff for the free services.

The user interface is simple to navigate but not as intuitive as other services. The mobile app, however, is well-designed and manageable to navigate. Spiceworks’ software is granted in the cloud or as a hosted service, so you’ll want to review your requirements to see which option suits you best. The cloud service is easy to set up and get running, but the self-hosted service puts in more control for IT departments. Spiceworks offers two additional ITSM tools, one targeted at IT departments and another outlined for brands to help manage their presence in the market.


SysAid ITSM grants companies a comprehensive tool that integrates ITIL capabilities into the software. The core features include service request management, mobile device management, and end-user self-service portal, automated password reset, customer service chats, mobile apps, and other workflow and automation capabilities.

However, it’s a highly customizable service, with a marketplace tool that allows users to add on pre-built features, including integration with third-party services such as Skype, Google Apps, Slack, and other IT services, including Jira Software and SolarWinds.

However, it’s a highly customizable service, with a marketplace tool that allows users to add on pre-built features, including integration with third-party services such as Skype, Google Apps, Slack, and other IT services, including Jira Software and SolarWinds.


TOPdesk offers a variety of features, including change and release management, dashboard and reporting, incident and asset management, a self-service portal, problem management, and resource management. It also includes operations, knowledge, and resource management, additionally to supplier service level management to manage service agreements. You also use the service to make reports for all KPIs which manage workloads within the IT department. It becomes a feature-rich solution that will integrate seamlessly with ITIL.


Zendesk may be user-friendly, complete IT ticketing system that’s secure to execute and maintain. Zendesk regularly pushes updates and add new features, so that product can grow together with your company.

The Zendesk suite involves Support, Guide, Chat, and Talk, either you buy the whole suite, or you can buy each service individually. Support assists in tracing and solving customer’s support requirements. The guide supports you to give self-service answers to customers. Chat enables you to engage in real-time with customers. Talk assists in providing phone support, whereas Connect helps in virtually solving customers’ issues.

ITSM (IT Service Management) has advanced through several stages of progression over the years. With the changing dynamics of the software delivery process and higher customer expectations, ITSM has experienced a standard shift in its implementation and execution.

Future of ITSM, despite its dependence on rapid policies such as automation, big data, and machine language, will increasingly be driven by both user experience and customer satisfaction.

Once the comfort of the customer or internal and external stakeholders was a side advantage of doing a great job, it will increasingly get focused on the discussion circling what is good ITSM.

Thankfully, the trend in ITSM to drive customer satisfaction as a central concern for all purposes continues to make it easy to place the employee first.

One trend in ITSM got aimed at serving internal customer needs is the digitization of support, and this comes in the form of both chatbots and employee self-service portals.

In the coming years, expect to see a drive towards automation with an employee-centric focus.

One of the leading ITSM consulting company is here in Kochi, yes your thoughts are right. NdimensionZ extends a wide range of ITSM consulting and implementation services for companies of any size and trade. Gear up for the fabulous experience with your NDZ.