Digital Workspace Solution > IT Service Management Tools
IT Service Management Tools
Overview
IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers’ annual ITSM report states that business uses ITSM “mostly in support of customer experience (35%) and service quality (48%).
Objective
Execution of ITSM processes in an organization, especially those processes that are more workflow-driven ones, can benefit significantly from being supported with specialized software tools. ITSM tools are often marketed as ITSM suites, which support a whole set of ITSM processes. At their core is usually a workflow management system for handling incidents, service requests, problems and changes. They usually also include a tool for a configuration management database. The ability of these suites to enable easy linking between incident, service request, problem and change records with each other and with records of configuration items from the CMDB, can be a great advantage. ITSM tools are also commonly referred to as ITIL tools. More than 100 tools are self-proclaimed ITSM or ITIL tools. Software vendors such as Ivanti, whose ITSM tools fulfill defined functional requirements to support a set of ITIL processes.
Objective
Execution of ITSM processes in an organization, especially those processes that are more workflow-driven ones, can benefit significantly from being supported with specialized software tools. ITSM tools are often marketed as ITSM suites, which support a whole set of ITSM processes. At their core is usually a workflow management system for handling incidents, service requests, problems and changes. They usually also include a tool for a configuration management database. The ability of these suites to enable easy linking between incident, service request, problem and change records with each other and with records of configuration items from the CMDB, can be a great advantage. ITSM tools are also commonly referred to as ITIL tools. More than 100 tools are self-proclaimed ITSM or ITIL tools. Software vendors such as Ivanti, whose ITSM tools fulfill defined functional requirements to support a set of ITIL processes.
Benefits
- Speed-Up IT Business Processes
- Simplify IT Workflow.
- improved user productivity, and
- enhanced competitive advantage.
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