The 8 best ITSM tools
We explain to you how you can optimize your processes with ITSM tools and which tools are best suited for this.
- What is an ITSM tool?
- Why you should use an ITSM system
- The advantages of ITSM tools
- Here are the 8 best ITMS tools:
- Jira Service Management
- NinjaONE
- ServiceNow IT Service Management
- Zoho Desk
- TOPdesk
- Zendesk Support Suite
- Freshservice
- SysAid
- By integrating an IT Service Management tool, you save money and nerves
- Other ITSM tools
The printer isn't working again, the error message after opening the email program puzzles you, and a colleague was supposed to install a specific program on your laptop days ago. Sound familiar? The demands on a contemporary IT department are high and can shift within moments. Often this technically savvy department is seen as problem solvers, but they can be so much more.
With the efficient management of pending tasks, problems, and future concepts, an IT service management tool can become a decisive competitive factor for your company. That's why in this article, you'll learn what an ITSM tool is, why you should use one in your company, and what benefits these systems can offer. We'll then take a look at the 8 best ITSM systems that can help you optimize your processes.
What is an ITSM tool?
IT Service Management, or ITSM for short, represents the entirety of processes and systems in your company that use the services of your IT department. So it encompasses all activities associated with the creation, provision, management, and support of IT services and their design. This includes both the applications installed on your laptop and the functions of the printer that you and your colleagues use.
But it's not just about the technologies being used, but about the good organization and provision of various IT services. The aim is to ensure that IT can best support your business processes. If this is the case, good IT service management can have a positive impact on process quality and efficiency as well as the cost-effectiveness of business transactions. With the constantly increasing demands on your digital infrastructure, software can help you best represent your ITSM.
Why you should use an ITSM system
The management of IT services can be compared to a guideline for structured work and thinking. This is intended to make the effort facing your IT department manageable and assessable. By clearly coordinating requirements and challenges, IT can implement them specifically and cost-effectively, rather than always having to act as firefighters in the event of acute fires.
By using an ITSM system, you can create sustainable solutions for your IT processes that reduce costs and redundancies. Moreover, because the documentation of processes and requirements are ready for use in the event of a glitch, there are fewer system failures. Therefore, preferably, during company formation, the implementation of an IT Service Management System should be considered so that it can contribute to continuous process optimization from the beginning and adapt to new challenges again and again.
The advantages of ITSM tools
The implementation of an ITSM solution offers not only your colleagues from the IT departments some advantages but also the entire company. Defined roles and responsibilities within the area lead to higher productivity and efficiency in task processing. On the other hand, your IT team gets a precise and comprehensive understanding of your company's goals and challenges, as it doesn't just have to solve problems on demand but knows about plans and requirements in advance. When all team members are on the same page and pursue the same goals, you unleash an enormous level of efficiency and motivation.
Potential risks can also be identified in advance and eliminated. If the management of IT services is done right, your processes can be more scalable and quickly transferred to new situations. The fact that all team members work in a central ITSM system increases the visibility of IT tasks and creates more understanding among colleagues. With the organization in an IT Service Management Tool the satisfaction of end users is significantly increased since they can work more productively. By maintaining this tool, expectations of all participants can be managed better.
The detailed analyses that such a system provides you can also be used as a basis for measuring your performance and identifying potential for improvement. This proactive approach helps to identify and solve problems faster so that costs are not incurred by potential failures in the future. The faster solution of problems leads to your IT team having more time for other topics that can give you a real advantage over competitors. The more knowledge is available in the company and the more topics are thought forward-looking, the better your colleagues can plan and act instead of just reacting. This is one of the factors that can also have a cost-reducing effect. Your personnel resources are finite, which is why they should be used efficiently and profitably. If your IT department can deal with the really important issues, this can significantly reduce costs throughout the company.
Here are the 8 best ITMS tools:
ServiceNow IT Service Management
Already convinced by the advantages of ITSM software and want to get started immediately? Here's the only thing missing you need to make a decision: an overview of the 8 best IT Service Management Tools as well as their functions and costs.
Jira Service Management
The ITSM software Jira Service Management can be ideally adapted to your individual requirements. The extensive tool includes a service task management, an incident and change management, a request management, and a knowledge and problem management. You can also use asset management and configuration management. The aim of this IT Service Management system is to set up your own service desk and modify it step by step individually for your company. For small teams of up to three colleagues, Jira Service Management is free. If your team should be larger, you can choose between different models.
Jira Service Management Costs
- Standard: $60 per month
- Premium: $120 per month
- Enterprise: Price on request
You can find more information about the prices of Jira Service Management and user reviews with price reference on OMR Reviews.
Jira Service Management Alternatives
On OMR Reviews, you can find an overview of the Jira Service Management Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
NinjaONE
Another IT Service Management software is NinjaONE. The intuitive tool helps you automate your workflows and perform everyday maintenance tasks. The advantages of the ITSM tool lie in the extensive monitoring options, powerful patch management, and cross-platform endpoint management and simple automations. In addition, the software offers you custom notifications, integrated cloud backups, and fast, secure remote access as well as reliable endpoint protection.
NinjaONE Costs
The price is individually calculated for you on request.
You can find more information about the prices of NinjaONE or user reviews with price reference on OMR Reviews.
NinjaONE Alternatives
On OMR Reviews, you can find an overview of the NinjaONE Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
ServiceNow IT Service Management
ServiceNow IT Service Management (ITSM) is a tool for IT Service Management that helps companies plan, deliver, monitor, and manage their IT services more effectively and efficiently. It's a cloud-based platform that supports various ITIL processes such as Incident Management, Problem Management, Change Management, Service Level Management, and Configuration Management. The tool allows users to create digital workflows that connect people, functions, and systems across companies. It also offers features to support AI and analytics, which helps to improve predictions and automate repetitive tasks.
ServiceNow IT Service Management Costs
The price is individually calculated for you on request.
You can find more information about the prices of ServiceNow IT Service Management or user reviews with price reference on OMR Reviews.
ServiceNow IT Service Management Alternatives
On OMR Reviews, you can find an overview of the ServiceNow IT Service Management Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
Zoho Desk
Zoho Desk is an ITSM tool that, according to its own statement, already supports several million users in their work. The IT service management software can be connected to various other programs via API and has workflow automation. It is also omnichannel-capable and offers numerous interfaces to your colleagues. Through the use of artificial intelligence, you can conveniently automate workflows that repeat again and again, organize support tickets, or have knowledge databases created. For up to three developers, the ITSM tool is free. Beyond that, Zoho Desk offers various models.
Zoho Desk Costs
- Suite Team: €49 per user per month
- Suite Growth: €79 per user per month
- Suite Professional: €99 per user per month
You can find more information about the prices of Zoho Desk and user reviews with price reference on OMR Reviews.
Zoho Desk Alternatives
On OMR Reviews, you can find an overview of the Zoho Desk Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
TOPdesk
The ITSM solution TOPdesk offers comprehensive incident and asset management. It should enable you and your colleagues to work together on a central platform. Via an API interface, you can connect other tools. There is also a self-service portal in this ITSM tool. You have the option of automating and scheduling various processes, creating categories, and adapting text fields individually to you and your company. Further functions that you can receive in the different service packages are a knowledge database, a Kanban board, change and operations management, various reporting options, contract management, SLM, and an online shop.
TOPdesk Costs
TOPdesk offers you the three pricing models Essential, Engaged, and Excellent. Prices are available on request.
You can find more information about the prices of TOPdesk and user reviews with price reference on OMR Reviews.
TOPdesk Alternatives
On OMR Reviews, you can find an overview of the TOPdesk Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
Zendesk Support Suite
Moving on to the Zendesk Support Suite. In this ITSM software, you can integrate a help center and community forums, control features and operations from a central workspace, and process requests context accurately with the support of AI. Zendesk also supports you in your work with emails, chats, by phone, or on social media. To optimize collaboration between you and your colleagues, the tool offers a collaboration tool. It also has integrated business intelligence and distribution functions. As a result, you can organize internal inquiries better and capture critical details more specifically. For up to three employees, the ITSM tool is free. In addition, the Zendesk Support Suite offers various models.
Zendesk Support Suite Costs
- Standard: €14 per user per month
- Professional: €23 per user per month
- Enterprise: €40 per user per month
You can find more information about the prices of the Zendesk Support Suite and user reviews with price reference on OMR Reviews.
Zendesk Support Suite Alternatives
On OMR Reviews, you can find an overview of the Zendesk Support Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
Freshservice
Next up is the ITSM software Freshservice. The tool offers you a self-service portal, a knowledge base, and incident management as well as analytics, workflow automation, and SLA management. The IT Service Management system advertises a multitude of options for customizing the tool to your individual needs. The software's developers promise that the tool can deliver a return on investment of 308 percent.
Freshservice Costs
- Starter: €15 per user per month
- Growth: €40 per user per month
- Pro: €75 per user per month
- Enterprise: €95 per user per month
You can find more information about the prices of Freshservice or user reviews with price reference on OMR Reviews.
Freshservice Alternatives
On OMR Reviews, you can find an overview of the Freshservice Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
SysAid
SysAid takes a holistic ITSM automation approach. For this, it offers you ticket automation, self-service automation, workflow automation, and task automation. The IT Service Management System also provides you with an unlimited number of templates and forms and custom fields. This ensures that the ITSM tool adapts to your workflows. Another plus of the software is that other applications, such as Slack or Sage, can be integrated.
SysAid Costs
The price is individually calculated for you on request.
You can find more information about the prices of SysAid or user reviews with price reference on OMR Reviews.
SysAid Alternatives
On OMR Reviews, you can find an overview of the SysAid Alternatives and can decide on the most suitable ITSM software using user experiences and reviews.
By integrating an IT Service Management tool, you save money and nerves
As you could see, an ITSM system can provide more understanding and transparency among each other, prevent problems, and even offer you a real competitive advantage. This is because you are using your personnel and technical resources efficiently, creating greater satisfaction throughout the company. The choice of the right IT system depends on the needs of your colleagues and your offered services. But all solutions have one thing in common: With an ITSM tool you can reduce the costs incurred and create more space for strategic topics that truly advance your company.
Other ITSM tools
You can find more ITSM providers on our comparison platform OMR Reviews. There we have listed various ITSM software for small and medium enterprises, startups, and large corporations that can support your IT Service Management. So check it out and compare the software using the authentic and verified user reviews. These include:
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