What is an ITSM tool and why do companies use it?

An ITSM tool is software that helps IT teams handle requests, incidents, and changes for employees and customers. It is used to log and track issues, standardize how IT support works, reduce downtime, and improve the service experience for users.

Typical modules include -

  1. Typical modules include
  2. Service Request Management
  3. Incident Management
  4. Problem Management
  5. Change Management
  6. Configuration management (CMDB)
  7. Knowledge Base
  8. Service Catalog
  9. Ticket Dashboards

Top 10 global players

  1. ServiceNow
  2. BMC Helix (Remedy)
  3. Ivanti
  4. Atlassian Jira Service Management
  5. Freshservice
  6. ManageEngine ServiceDesk Plus
  7. Cherwell
  8. SolarWinds Service Desk
  9. Zendesk
  10. TOPdesk

Author

Himanshu Gupta

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