9th January, 2023
•8 mins
TABLE OF CONTENTS
The information technology service management (ITSM) process aims to align the delivery of IT services with the needs of the organization. The focus of ITSM tools is to deliver satisfactory service to the end-user based on budgets, requirements, processes, and outcomes.
Some of the important features you should consider in the ITSM tool while choosing it.
Incident Management: It's a process of bringing the organization's service to normal in case of any incident so that it doesn't harm your business. An ITSM tool must empower teams from different departments to collaborate quickly and respond to incidents and resolve them.
Configuration Management: It tracks different assets and maps relationships between them to ensure that any change in the IT environment happens through a centralized database so that it can be easily tracked and any compliance or other risks can be avoided.
Knowledge Management: It's the process of storing, analyzing, and presenting the data based on past incidents or events. It becomes a knowledge repository solution and reference at the time of incidents to reduce the time of resolution, cut external dependency costs or avoid any sort of similar incidents by understanding the cause of its occurrence.
In this post, we'll discuss different ITSM tools and their features, pros, and cons.
Zluri (That's us! 🙂) is primarily a SaaS management platform that helps users to discover, optimize and secure SaaS applications. It also helps in streamlining how IT services are delivered in an organization based on people, processes, budget, and outcomes.
It enables businesses to explore and manage third-party SaaS applications as well as their security and compliance from a command center. It gives IT teams greater control over their tech stack.
Zluri helps you to automate time-consuming and repetitive IT tasks such as employee onboarding and offboarding, making it quicker and safer.
Discovering your organization's SaaS subscriptions: Zluri has the largest app library with over 225,000+ applications. Zluri discovery engine uses five methods to discover all your apps with near 100% accuracy.
Renewal Monitoring: With Zluri, you don't need to worry about surprise renewals. Zluri alerts about your upcoming renewals, giving you enough time to decide whether or not you need the app. You can decide that through the SaaS usage insights from Zluri.
Applications Cost Optimization: Zluri helps you standardize your applications and eliminate budget wastage. Zluri traces your SaaS ecosystem and monitors, measures, and helps you take control of your SaaS spend. It also helps you find the hidden apps.
Smooth Vendor Management: Zluri has an automated vendor management system with all the features needed to manage your SaaS stack. It maintains a SaaS system of record by integrating with your core business system, after which it prepares to maintain your vendor life cycle with your predefined workflows.
Discovering your organization's subscriptions
Category and function of each application
Find unused and underused apps
Removing duplicate apps with overlapping functions
Automating contract renewals
Automating employee onboarding and onboarding
Remove unsecured apps
Maintain audit readiness for compliance
Offers custom integrations with 36 hours TAT
Direct integrations with 320+ popular apps for feature level usage insights
Good choice if you are paying in multiple currencies
Free trial
Free for companies with less than 25 employees.
Invgate Service desk is a web-based Information Technology Service Management (ITSM) platform that helps manage, analyze and automate IT services.
It can accommodate complex ITSM workflow managing incidents, service requests, and a change and problem record in a simple ticketing system.
It has both cloud and on-premise versions and is a secure, powerful, and flexible IT help desk ticketing system.
Organize, prioritize and automate service tickets
Single sign-on, time tracking, and ITIL Certified
Multi department support and service catalog
Knowledge base management
Remote access and self-service portal
Call center and email management
Manages complex processes in simple and efficient ways
Simple to set up and Excellent support
Generates and creates tickets automatically from email and phone support
Hard to build workflows
Limited built-in third-party integrations
Reporting is not perfect
Initial users role setup is tedious and time taking
The Ticketing system is a bit complicated.
Pricing: Available on request. It offers a 30-day free trial.
Freshservice is a cloud-based IT service management tool suitable for businesses of all scales.
It's designed using ITIL best practices and helps organizations to provide quality customer service and support experience.
Freshservice is part of the Freshworks Inc product family.
It's an intuitive and no-code solution, helping more than 40,000 SMB, mid-size, and enterprises worldwide to achieve efficiency, effectiveness, and greater ROI.
Streamline service management across different departments of business, from IT to HR, Account, Legal, and more, with consistent service experiences throughout the platform for improved visibility and efficiency
Increase process efficiency and service mobility by creating contextual and intelligent experiences through Artificial Intelligence
Incident report and knowledge base management
Mobile, remote and multi-channel access
ITSM collaboration and documentation
Advanced enterprise reporting and relationship mapping
Native integration with popular third-party tools (AWS, Google Apps, etc.)
Intuitive user interface and easy to use
Highly customizable and flexible to integrate with other tools
Affordable and quick set up
Analytics and reporting is tedious to configure
Limited customization for web portal without coding
Customization causes a slow speed
Limited workflow options
Pricing: It starts at $19. It also offers a free trial.
Jira service management is an agile and great IT service management solution that empowers teams to provide effective, fast, and efficient support experience to customers and employees.
It integrates seamlessly with Jira Software so that IT and development teams can work better together.
Empowers development, IT operations, and business teams to collaborate quickly and efficiently to deliver customer and employee services fast
Organize and prioritize service tickets
ITSM collaboration and documentation
ITIL-certified and custom reporting
Compliance, configuration, and license management
Change, capacity, and availability management
Simple and intuitive interface
Easy to collaborate with team members
Easy to report and keep track
The tedious ticket creation process
Sometimes works very slow
Integration is a complex and steep learning curve
Workflow implementation is complicated
It has a free plan for up to 3 agents. Paid plan starts at $20 per agent/month.
TOPdesk is a well renowned ITIL compliant IT service management software best suitable for medium and large enterprises to manage their workflows, customer communication, and assets.
It seamlessly integrates multiple support processes to one, facilitating collaboration between different departments and delivering better customer service with shared service management.
It's an ITIL-aligned solution that optimizes services with a user-friendly application and excellent and knowledgeable support team.
Organize and prioritize service requests
With a self-service portal, it lets users find answers to the most common questions and submit tickets, and track in case its solution is unavailable.
Flexible to integrate with other tools
Service restoration and subscription-based notifications
Contract and service level management to safeguard the quality of service delivery.
ITSM collaboration, documentation, and reports
Plan boards to always be aware of the teams' availability and workload.
Fast setup and easy to use
Seamless integration with other services
Creates custom KPI based reports
Steep learning curve
Creating a report is tedious and confusing
Add on modules cost extra and becomes costly
Available on request.
HaloITSM is an ITSM suitable for small to large organizations that helps manage service requests and provides the best services to external and internal stakeholders.
It is ITIL-certified and empowers teams to collaborate and deliver rapid and efficient service.
It helps to collaborate between different departments and make communications amongst them efficient, quick, and easy.
Automate processes with the help of AI to improve business
Fully tailored as per business needs and size
Fully customizable and while label portal to create a better brand experience
Track assets and visualize dependencies between configurable items
Incident and problem management
IT asset management
License and change management
Intuitive web interface and highly customizable
Value for money and excellent support
Flexible and powerful reporting
Complex, tedious, and time-consuming configuration
Due to overwhelming features, it takes time to find a relevant one
The knowledge base is very limited and has got a steep learning curve
Pricing: It starts at $25 per month when billed annually. It also offers a 30-day free trial.
TeamDynamix provides IT Service Management (ITSM) with Project Portfolio Management on a combined platform and enterprise integration and workflow.
It's a codeless platform that can easily expand to Marketing, HR, and other areas - without writing or requiring any coding or scripting.
TeamDynamix improves IT service delivery with support for ITIL, drives better project outcomes, and drives digital transformation.
Simple to build and maintain knowledge base to reduce resolution time and external dependencies
With AI-enhanced search, users can self-resolve issues
Automated routing and service catalog to reduce call volumes
Easily configuration and test workflows using a visual map without any coding required
Call center management
Change and configuration management
Contract/license management
Excellent support and allow collaboration and knowledge sharing amongst customers
Flexible and simple to configure
Ability to expand and integrate with different tools
Workflow implementation is confusing
The user interface is clumsy
The mobile app has limited functionality and features available
Steep learning curve
Pricing: Available on request.
Aisera's conversational AI solution provides a proactive, personalized, and predictive AI-driven Service Management (AISM) solution that is purpose-built to automate tasks and actions for IT, HR, Facilities, and Customer Service and other departments.
Enables agents to focus on high-value tasks by automating repetitive tasks, processes, and workflows
Seamless omnichannel self-service support for a faster resolution anytime and anywhere using any device
Enable team members and employees to collaborate efficiently and effortlessly on many communication channels.
Knowledge base management
IT asset management
Configuration and incident management
Helps to automate repetitive tasks
Prompt response to service queries
Powerful reporting and analytics
Steep learning curve
Still new, and many features are not fully developed
Available on request.
Hornbill is a full feature ITSM tool suitable for startups and small businesses to automate workflows of their internal and external communications.
It offers communication Tracking, Configuration Management, Service Reporting, IT Asset Management, Release & Deployment Management at one centralized database.
Organize and prioritize service tickets
Configuration and contract management
Project management and knowledge base management
Easy to create workflows
Easy setup and excellent support
No learning curve
The reporting dashboard is clumsy
Limited features for non-admin users
Pricing: Available on request.
Alvao Service Desk provides a single point of contact for all internal company service requests. The solution helps gain an overview of workload, clear priorities, and improved communication. The Service Desk gives managers a clear understanding of how busy their teams are and how much effort is spent on various tasks.
Features:
Organize and prioritize service requests
Quickly see broken links between different assets and resolve the incident with the help of configuration management
Change and configuration management
Call center and email management
IT asset management
Pros:
Easy to configure and set up
Flexible to connect with other solutions
Support is very active
Cons:
Complex and inconsistent user interface
Time-taking deployment
Pricing: Available on request.
CA Service Desk Manager is a cloud-based IT service and support management solution that helps to manage change, incident, automation support, and workflows and reporting.
Incident and problem management
IT asset management
Knowledge management
Easy to use and quick to adapt
Excellent reporting
Flexible and can be customized quickly based on the requirements
The initial setup is long
It can be confusing due to overwhelming features and functionalities
Support is not very active
Available on request.
A comprehensive Information Technology Service Management (ITSM) tool that is based on an Information Technology Infrastructure Library(ITIL) framework. It helps to streamline IT operations by automating Service Operations such as Incidents, Requests, Problems, and Service Desk Functions.
Smart Desk is intuitive, simple to use and a powerful full-featured tool, and suitable for organizations of any size and scale.
Shared plan boards with internal team members to exchange ideas
Tailor business needs to be based on the requirements
Track timeline, history, and progress of the project
Incident management
Knowledge base management
Change and configuration management
Call center and email management
IT asset management
Intuitive user interface and easy to use
Easy to implement and excellent support
Affordable and value for money
Reporting is difficult
The initial learning curve is steep due to overwhelming functionalities.
Available on request.
iSupport Service Desk is suitable for medium to large businesses.
It helps automate incidents, problems, change management, reporting, knowledge, approval processes, customer surveys, and advanced email processing.
Incident management
Document storage and interaction tracking
Call center and email management
Configuration and change management
Amazing support
A stable platform and customizable workflows
Flexible and allows gradual implementation of features based on the processes requirements
Speed becomes a bit slow when ticket volume increases
Steep learning curve and clumsy user interface
Some components are hard to configure
Available on request.
SysAid is a powerful and comprehensive ITSM tool used to effectively deliver IT services to organizations. It's used for ticket management, self-service knowledge base, asset management, patch management, reporting, and more.
Create, organize and share workflows with your department or across an organization by designing using the workflow designer
Increase the process efficiency and centralize the system by integrating with all needed apps
Incident management
Configuration and change management
Document storage and email management
Interaction tracking and automated routing
Flexible and customizable as per business needs
Excellent support and smooth onboarding
User-friendly and ITIL compliant
Bit slow compared to other tools
Time taking and effortful implementation
Pricing: Available on request.
ITSM tools are very important and play a critical role in managing IT assets' lifecycle. It helps you to make informed decisions based on data and also helps to mitigate any future issues and damages.
It is important to make sure work goes consistently and smoothly during all times, and in case of any incident, it should quickly resolve.
While searching for suitable ITSM tools, first list down your requirements and features that you need.
Furthermore, know what exactly are your expectations from it and how much budget you can allocate.
FEATURED BLOGS
Zluri APIs can be called from internal and external applications to create a bridge that helps assign licenses, manage contracts, and a lot more!
In this post, we've discussed 7 symptoms of an unoptimized SaaS stack and solutions to optimize the same.
In this post, you'll learn about shadow IT due to SaaS apps. You'll also learn the most common types of shadow apps categories, shadow IT risks, and shadow IT benefits.
An obese SaaS stack leads to SaaS wastage. It's a disease! It not only causes financial issues but also gives you security and compliance problems. That's why you must keep tight control on your SaaS stack. And it begins with managing your SaaS vendors.
When an organization has a large number of SaaS applications in its SaaS stack, it gives rise to SaaS Sprawl.
See More
This article will discuss the various alternatives to G2 Track that will help your organization save costs and optimize your SaaS stack.
As organizations use a larger number of assets, keeping track of them manually is very tedious and time-consuming. Furthermore, due to the complex and dynamic nature of assets, there are high chances of discrepancies in manual processes of assets management.
Null