Top 10 ITSM Tools Every CIO Should Know About

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Top 10 ITSM Tools Every CIO Should Know About

There is no doubt that the amount of support offered to employees has a significant impact on an organization's success. When the organization provides right, frictionless and personalized employee support to each employee, it will help them to perform well, boosting the overall business ROI. And this is why global companies are investing in ITSM tools more than ever in 2022. The concepts of IT service management (ITSM) enable your business to address the IT-specific requirements of your employees, facilitating their seamless work-related activities. Ever since the COVID-19 outbreak, IT service management (ITSM) has seen explosive expansion, which has sparked the quick development of several IT operations (ITOps) and digital transformation efforts. In this digital era, organizations are embracing IT Service Management (ITSM) as a critical facet of serving the business, and tools for supporting ITSM efforts are evolving within these organizations. The Global Industry Analysts reports that the ITSM market will reach USD 5 billion by 2026, growing at a CAGR of 8.9% from USD 3 billion in 2020.

In this article, we will examine a few of the most well-known ITSM tools that you ought to be aware of in 2022 and beyond. Before we start, let’s discuss more about ITSM tools and its relevance in the modern day.

What is ITSM?

An organization's IT services are designed, delivered, managed, and improved using a set of practices, rules, and procedures, termed ITSM or Information Technology Service Management. ITSM is focused on coordinating IT services with business requirements and ensuring timely and effective service delivery.
Enhancing customer satisfaction, maximizing the utilization of IT resources, and improving the calibre of IT services are the main objectives of ITSM. It offers a methodical way to manage IT services at every stage of their lifecycle, from conception and creation to use and upkeep.

ITSM includes several frameworks and methodologies, including ISO/IEC 20000 (International Organization for Standardization/International Electrotechnical Commission), COBIT (Control Objectives for Information and Related Technologies), and ITIL (Information Technology Infrastructure Library). These frameworks offer recommendations and best practices for many facets of IT service management, such as service strategy, service design, service transfer, service operation, and continuous service improvement.

What Are ITSM Tools?

No matter if your organization operates remotely or in the office, your team will be required to perform various IT services and tasks, such as installing software or apps on laptops, changing passwords, configuring printers, etc,. Whenever employees come across these kinds of routine tasks and processes, they try to reach out to IT support agents to resolve their everyday issues. But if the organization is using a traditional ITSM tool, it will fail to provide instant personalized support to the employees. In such cases, employees prefer to make calls and send emails rather than depending upon fragmented, delayed, and frequently confused support.

As reported by Mckinsey, employees spend around 1.8 hours every day searching and gathering information related to their work. The average amount of time they spend per week is 9.3 hours. This represents a significant loss of employee productivity.
Since most organizations rely on their IT services more than ever in 2022, finding the right and modern IT service management (ITSM) technologies that support both IT departments and employees is essential for every company.

In this ever-evolving digitized world, when your organization implements an ITSM tool that leverages cutting-edge technologies, it will help you pay individual attention to all the employees working within your organization. ITSM has served as a standard for how businesses should manage the procedures, tasks, and IT services delivery. Thus, it is crucial for an organization to select an ITSM product that keeps them current with technological advancements and makes them future-proof. These tools assist you with better IT service for your employees and you with better IT service for your employees but also make it simpler for support employees to do their jobs.


How To Choose The Best ITSM Tool?

Undoubtedly, an organization's success is often directly dependent on the effectiveness of its ITSM tools and its employees. Thus, it is crucial to choose the right ITSM tool that incorporates an intelligent approach to solving employee issues and can provide a range of functionalities that will help your organization improve efficiency, decrease operational costs, and boost employee productivity and business profits. 

As we are already halfway through 2022, it is advisable to choose a modern employee service desk in 2022 that makes use of conversational AI technologies to deliver streamlined help.

Amazing Statistics on ITSM

The ITSM market that has an estimated value of $3 billion in 2020 will reach $5.1 billion by 2025. (Source: ITSM Tools

According to various surveys, approximately 80% to 90% of organizations have implemented some form of ITSM framework or practices. (Source: Zendesk

According to a report by Grand View Research, the global ITSM market size was valued at USD 8.1 billion in 2020 and is expected to reach USD 14.9 billion by 2027, growing at a compound annual growth rate (CAGR) of 8.2%.

According to Axelos, the organization behind ITIL, over 2 million ITIL certifications have been issued globally.

According to a report by MarketsandMarkets, the cloud-based ITSM market is projected to grow from USD 4.4 billion in 2020 to USD 12.2 billion by 2025, at a CAGR of 22.4%.

Top Features of An Effective ITSM Tool

Before choosing an ITSM tool for your company, you should make sure that the ITSM tool has the following features:


  • Conversational AI Chatbot

    When an ITSM tool uses conversational AI, it enables your employees to communicate with virtual assistants that assist them through every stage of the process. Thus, it is advisable to choose an ITSM system that utilizes conversational AI-powered smart chatbots.

    The AI-powered smart chatbot can provide first-level (L1) support to your employees without involving any human agents, unlike traditional ITSM techniques that assign support agents to provide that support. These chatbots support your employee from the minute they log in to the collaborative channels like MS Teams, Slack or Zoom and are happy to resolve any questions within 10-15 seconds.
  • Robust Knowledge Management Tool

    Organizations should choose an IT service management platform that could offer a robust enterprise knowledge management system that can offer personalized support to employees. An effective knowledge management platform is a must-have for every modern IT service management tool. Knowledge management tool focuses on making it effortless for employees to gather information or organizational data.

    When you implement the right ITSM tool with a knowledge management system, it will help organizations to enhance the efficiency of their practices by sharing information and elevating the level of expertise of each employee. Whenever employees need a document or information, they just need to add it to the chatbot, and all the relevant information will appear in the form of videos, texts, images, FAQs, handbooks etc. on a single unified platform.

    Read More: What Makes’s Knowledge Management Tool A Must Have For 2022?
  • Invisible Ticketing System

    Earlier, most organizations were relying on traditional ITSM tools, which often provided fragmented and delayed support to the employees. Traditional ITSM tools always left employees confused and helpless because of its manual and tedious ticketing system. As we are in 2022, it is imperative for the corporate world to comprehend that not all employees are adept at creating and managing support tickets.
    Always choose an ITSM platform that automates the ticketing system and makes it invisible to the workforce. Because, in most cases employees hate ticketing systems while others are confused about how to utilize them. To file complaints, they would rather call or write emails. When employees use an AI-powered ITSM tool with an invisible ticketing system, it makes ticketing invisible because employees do not prefer leaving their collaboration channel.

    Modern ITSM tools provide employees with a conversational AI interface that enables them to create tickets, check their status, and communicate directly with an agent within Microsoft Teams or Slack. The employee will receive an update when the issue has been resolved, and the ticket has been closed.
  • Automate Workflows And Repetitive Tasks

    A company can make sure its processes and tasks are being performed at the right time by using the workflow approval process, which consists of several steps. In this new normal of remote and hybrid work culture, traditional workflow techniques are ineffective since they sluggish the entire process. When you choose a modern ITSM solution, it will allow your employees to automate a number of sophisticated, multi-step repetitive processes and tasks, such as requesting access to documents, confirming identities, employee recruiting, onboarding, password retting, software installing, printer configuring etc.
  • Conversational Microlearning

    An advanced ITSM tool is not all about just helping your employees and responding to their questions. Its scope is broader and it has a number of extra features. One such feature is the ability to give your employees access to microlearning tools. Always pick an ITSM solution that offers thorough training without the requirement for a dedicated trainer if your employees need to receive specific training for their roles or if you want them to improve their skill set.

    Since microlearning contents are created in multimedia formats like images, videos, articles, animations, and quizzes of 4-5 minutes duration, it will enable employees to access the contents any time from any smart devices like mobile phone, tabs, laptops or television, regardless of their location. This guarantees quick and effective employee training, which elevates employee experience and engagement.

    Read More: Conversational Microlearning Is The Future For Enterprise Training?
  • Live Agent Interaction

    It is always good to implement an ITSM solution that has a feature for live agent interaction even if an ITSM tool offers you AI chatbots for handling employee complaints. Choose an automated IT service management tool that enables your employees to speak with a support agent live through call or chat. This enables them to receive whole assistance and adequate solutions to all of their issues in real-time.
  • Integration With Collaborative Channels

    Since the pandemic began, the corporate world has begun using online collaboration channels like Zoom, Slack, and Microsoft Teams more than ever. You need to ensure that your employees' support needs are met when they operate in virtual workspaces.

    Choosing an ITSM solution that can simply integrate with an online collaborative platform is one way to accomplish this. Employees typically use one platform for work and a platform specifically for employee support when they need help. You can have the ITSM tool integrated into the channels like Teams or Slack or Zoom – where your employees use to work rather than forcing them to waste time transferring platforms and adding up data between them. This will reduce the amount of time your staff spends seeking solutions.

    Now that you understand ITSM tools, their benefits, and their key features, it's time to look at the best ITSM tools in the industry.  

Top 10 ITSM Tools For 2022

There are many ITSM tools available for both Fortune 100 companies and Start-ups. But with so many well-known names, it can be challenging to sort through them all and select the one that best suits your needs. If you are a CIO who is looking for the best ITSM tool, we have compiled a list of the top 10 ITSM tools that can improve your IT support efficiency. 

  2. Zendesk
  3. SolarWinds
  4. Ivanti
  5. Freshservice
  6. Atlassian
  7. ServiceNow
  8. BMC
  9. SysAid
  10. TOPdesk

Let's check them one by one. 

  1. is an automated IT Service management (ITSM) provider that brings instant, automated support and engagement to employees via collaborative tools like Microsoft Teams and Slacks. provides streamlined and personalized IT support to your employees by solving their IT-related questions, streamlining tedious and time-consuming IT-related tasks and processes such as configuring laptops, installing new software, checking VPN connectivity, automating desktops, routing employee tickets and configuring printers etc -all they need to do is interact with the conversational AI-enabled chatbot that is integrated with MS Teams and Slack.’s chatbot understands the employees' queries and delivers the right answer or resolves the issue by taking action. If the bot cannot auto-resolve the issue, it hands off the case to human experts via Live chat or by creating a ticket.

    Key Features
  • Conversational chatbots for first-level support (L1) to the employees
  • Live Agent Interaction to deliver second-level support (L2)
  • Invisible ticketing system to resolve tickets quickly
  • Instant and easy automation of routine tasks and workflow process
  • Twitter-Age knowledge management to deliver necessary information to employees
  • Microlearning for effective employee training
  • Insightful reports and analytics
  • Integrations with collaborative channels like MS Teams and Slack

    2. Zendesk

    Zendesk is one of the renowned ITSM solutions that put multichannel ticketing and employee self-service portals in a single place. With Zendesk, service desk agents can resolve and support their users wherever they are: on social media, live chat, email, over the phone, and more. In addition to this, Zendesk allows IT and support teams to efficiently track issues, tickets, changes, and assets while providing best customer service and employee support.

    Key Features
  • Consolidate your assets for optimal agent efficiency and deliver best-in-class service management.
  • Provide personalized support through WhatsApp, FB, Twitter, Live Chat
  • Seamless knowledge base
  • Real-time updates about ticket
  • Workflow and branding customization
  • Multiple-user authentication

    3. SolarWinds

    Solarwinds is an IT Service Management Software solution that aims to reduce barriers to employee support services. All the standard features of ticketing, automation, reporting, and management are available on SolarWinds ITSM. Apart from that, it also provides incident management, standardized service request and fulfillment processes, change management, fully integrated IT asset management etc.

    Key Features
  • It offers incident management that consolidates, handles, and prioritizes incoming tickets
  • Service request and fulfillment procedures are standardized by service catalogs
  • IT asset management that is fully integrated gathers hardware, software, POs, and other data
  • Effective change management to develop, evaluate, and effectively implement IT-related changes
  • Integrates with more than 200 cloud-based apps

    4. Ivanti

    The three-tiered cloud-optimized ITSM system for automating workflows and processes by reducing costly manual and tedious tasks, while making your employee more productive, boosting ROI, compliance and security. As an ITSM solution, Ivanti provides simple incident management for managing incoming ticket requests, followed by the addition of the intermediate tier to provide change and configuration management for IT service desk and ITOps, and finishes with the comprehensive tier to add more management—including, service level, financial, portfolio, and project management etc.

    Key Features
  • Incident management
  • The problem management process uses information from other enterprise elements to automate problem resolution
  • Robust knowledge management
  • Self-service delivery
  • Dashboard and reporting
  • Boost the efficiency of your IT assets

    5. Freshservice

    Freshservice ITSM tool helps companies to automate IT and other business functions with a user-friendly, simple-to-configure IT service desk solution in the cloud. In addition to offering multi-channel support and gamification features, Freshservice has an app for mobile service desks. Integrate service management on a unified platform, enhance time to resolution, reduce expenses, and boost visibility. Being a modernized ITSM solution, Freshservice ensures a smooth employee experience by delivering strong automations and no-code workflows that reduce tedious manual processes and drive service efficiency.

    Key Features
  • Robust automation to eliminate manual tasks and process
  • Intelligent service management
  • Integration with collaboration tools like MS Teams and Slack to deliver modern support
  • Incident management
  • Service request management to streamline processes across multiple systems

    6. Atlassian

    Being one of the top IT service management solutions, Atlassian’s Jira service management system enables many business departments, from IT to HR, to set up a service desk and manage user requests. Jira offers a no-code automation engine that helps companies to automate any operation or process with only a few clicks. It enables your employees to use an internal self-service site to find solutions to their basic queries. It is an ideal solution that will also help your organization track, handle and resolve customer queries across every department.

    Key Features
  • Integrate your development and IT operations teams together to immediately adapt to address, and acquire relevant skills from events
  • A robust knowledge management tool to boost team collaboration while enabling self-service, rerouting more inquiries, and managing knowledge articles
  • Store assets to monitor ownership and lifecycles, handle inventories effectively, and reduce expenses
  • Enable your IT operations teams to make better decisions and reduce risk by providing them with deeper contextual information about changes from software development tools

    7. ServiceNow

    ServiceNow is an effective IT service management technology that focuses on helping your team to identify, track, and resolve high-impact incidents while also boosting agent productivity. With ServiceNow, issues may be automatically classified and sent to the right resolution team. A cloud-hosted IT management platform provided by ServiceNow aids companies in managing and maintaining their IT infrastructure. In addition to service desk management, it provides deeper insights into incidents and depreciation in the enterprise. You may also specify business expectations early on and have visibility into your IT team's service promises thanks to its capabilities for service-level management.

    Key Features
  • Accelerate change by streamlining workflow approvals
  • Find the root cause of problems faced by the user and provide adequate support
  • AI-powered virtual agents to provide human-like support
  • Predictive Intelligence machine learning tool to streamline routine tasks
  • Knowledge management platform to boost organization’s efficiency

    8. BMC

    BMC Helix is a robust, people-centric ITSM solution that leverages modern and emerging technologies such as AI and machine learning. With BMC ITSM software, organizations can easily configure and personalize the system to deliver reports and handle IT-related issues. BMC ITSM also provides collaboration features that help IT employees work together to resolve problems quicker.

    Key Features
  • Build and solve incidents quickly with intelligent, context-aware, and proactive incident management feature
  • Effective Knowledge Centered Service (KCS) to provide deliver instant and right user support and service
  • Offer seamless support and service experience across multi-cloud environments
  • Ensure total lifecycle management of your IT assets, from acquisition through disposal
  • Manage IT infrastructure and services by providing a single point of reference

    9. SysAid

    SysAid is an all-in-one ITSM tool, powered by automation, analytics, and AI that helps organizations to find and anticipate the problems and issues faced by the user and provide the right solution. It is a user-friendly platform for evaluating and improving IT performance by streamlining all manual tasks and workflows. Moreover, SysAid offers a highly customizable IT services, allowing employees/users to add pre-built features, such as integration with third-party services, including Skype, Google Apps, Slack, and other IT services, such as Jira Software and SolarWinds.

    Key Features
  • Evaluate the risk of every change in advance, and employ an approval process
  • Workflow automation feature to streamline routine manual tasks and processes
  • With SysAid, you can add unlimited custom fields, templates, and forms to suit your organization
  • By developing your own SLAs and measures that are tailored to your unique IT and business demands, you can ensure that the results of your service delivery fulfil the needs of your customers.

    10. TOPdesk

    TOPdesk's ITSM solution that brings your IT services together in a single place making it easy to share knowledge, answer user queries and resolve issues. It is an all-in-one ITSM platform that makes IT support easy for customers, IT assets, and workflows. Additionally, it allows users to share tasks with dedicated service desk agents. It is also possible to use the service to generate reports for all KPIs and to manage workloads in the IT department. The solution is feature-rich and will also be seamlessly integrated with ITIL.

    Key Features
  • Offer an integrated IT helpdesk where you can receive, process, and assign IT helpdesk tickets
  • Allow end users to file and monitor tickets and discover 24/7 answers to frequently asked issues.
  • Knowledge management system that allows employees and customers to share and store knowledge easily
  • Using a unified planner, request, plan, and assess the full workflows to manage changes in your organization. 

Conclusion: Invest In Right ITSM Solution To Streamline Your Business Process

When you implement the right ITSM solution, your employees will be empowered to work at their best. Having a great team will improve your customers' experience and make them more likely to make a purchase. Therefore, you should take your time researching and vetting your options appropriately. Needless to say, the future of employee support is undoubtedly automated and integrated ITSM tools. Thus, invest in ITSM tools that are scalable and easy to use, and that will be able to meet both your present and future needs.

Looking for an effective ITSM Solution? Schedule a demo today!


Is ITSM applicable only to large organizations?

No, ITSM is applicable to organizations of all sizes, including small and medium-sized enterprises (SMEs). While larger organizations may have more complex IT environments and a greater need for formalized ITSM processes, smaller organizations can also benefit from implementing ITSM practices to improve their IT service delivery and management.

What is the difference between ITSM and ITIL?

ITSM is the broader concept that encompasses the overall management of IT services. At the same time, ITIL is a specific framework within ITSM that provides a detailed set of best practices and guidelines for IT service management. ITIL is one of the most popular and widely used frameworks within the ITSM domain.

What are the benefits of implementing ITSM?

Implementing ITSM can bring several benefits, such as improved service quality, increased customer satisfaction, reduced downtime, enhanced productivity, better resource utilization, streamlined processes, and greater alignment between IT and business goals.

Why is ITSM important?

ITSM is important because it helps organizations align their IT services with business objectives, improve service quality, enhance customer satisfaction, and ensure efficient use of resources. It enables organizations to deliver IT services in a structured and consistent manner.

What are the key components of ITSM?

The key components of ITSM include service strategy, service design, service transition, service operation, and continual service improvement. These components provide a framework for managing and delivering IT services effectively.

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