In today's evolving corporate culture, where advanced technology drives business ROI and success, the importance of IT Service Management (ITSM) cannot be overstated. A well-structured and robust IT service desk or ITSM tool is the backbone of any organization's IT support ecosystem that ensures seamless IT operations,  personalized IT support, timely incident resolution, and optimal employee satisfaction. As reported by Gartner, organizations that adopt automated ITSM tools experience up to 40% advancement in IT support and service quality and a 50% reduction in response time. Therefore, selecting ITSM tools that align with your organization's unique goals and needs is essential.

Whether you're a digital enthusiast or someone who is in need of efficient and top ITSM tool, we've got you covered. In this blog, we have meticulously compiled a list of the top 20 ITSM automation tools. 

What is ITSM?

Information Technology Service Management (ITSM) is a set of tools, operations, and policies that handle and deliver IT services to organizations. ITSM integrates IT services with business goals, enhances efficiency and effectiveness, and ensures high-quality IT service delivery. It includes operations like incident management, problem management, change management, service request management, and asset management. ITSM aims to improve IT service delivery, increase customer happiness, and increase the value of IT inside an organization. Organizations can streamline their IT processes, increase service levels, and align IT activities with business objectives using ITSM concepts.

What is an ITSM tool?

An ITSM tool (IT service management tool )is an application designed to ease and support integrating IT service management practices within an organization. These tools offer an organized or centralized platform for handling IT services, changes, incidents, problems, processes, and other aspects of IT operations.

Now, that you have understood the basics of ITSM tools, let’s take a look at the benefits of ITSM tools. 

Top Benefits of ITSM Tools

Deploying best ITSM practices and using ITSM automation tools can bring several benefits to organizations. The key benefits of ITSM include:

• Improved IT Support and Service Delivery
  Organizations can deliver IT services with ITSM in a structured and consistent manner. It aids in process definition and documentation, the creation of service level agreements (SLAs), and providing precise instructions for dealing with incidents, issues, and modifications. This results in the delivery of more dependable and efficient services, increasing client satisfaction.
  
  
• Increased Employee Productivity
  When you implement the right ITSM tool at your organization, it encourages the automation of repetitive and time consuming IT tasks, including password resets, software installations,  incident tracking, ticket routing, and service request fulfillment etc. Organizations can save time and eliminate human error by automating these processes, freeing up IT support agent to work on more important and strategic projects. This increased efficiency leads to greater productivity and cost reductions that result from this increased efficiency.
  
  
• Better IT Governance
  For better IT governance, an efficient and automated ITSM tool provides a framework for governance and control over IT services. Organizations can use it to manage risks related to IT operations, develop and enforce policies, and assure compliance with rules and standards. Organizations may reduce possible risks and maintain an IT environment that is stable and secure by putting in place the right controls and governance processes.
  
  
• Seamless Internal Collaboration and Communication
  An automated ITSM tool encourages communication collaboration between various IT teams and departments. It eases the sharing of information, best practices, and, knowledge leading to improved problem-solving and coordination.
  
  
• Continuous Improvement
  ITSM automation tool emphasizes the concept of continual service improvement (CSI). It encourages organizations to regularly assess their IT services, identify areas for improvement, and implement changes to enhance performance and efficiency. Through CSI, organizations can adapt to changing business requirements, stay competitive, and deliver increasing value over time.
  
  
• Enhanced Employee Experience and Satisfaction
  Organizations can offer better employee experiences by implementing ITSM automation tools. Understanding and satisfying employees’ demands, controlling expectations, and efficiently resolving problems are the main focuses of ITSM. This results in improved customer satisfaction and a good relationship with stakeholders.
  
  
• Effective Change Management
  A modern ITSM  tool emphasizes proper change management processes, ensuring that changes to IT systems and services are well-planned, tested, and implemented in a controlled manner. This minimizes the risks associated with changes and reduces the impact of potential disruptions, thus increasing overall system stability.
  

• Improved Incident and Problem Management
  Structured methods for incident and problem management are provided by ITSM frameworks. They support IT teams in systematically identifying, prioritizing, and resolving incidents and problems. As a result, incidents are resolved more quickly, there is less downtime, and recurring issues are proactively identified and fixed.
  
  
• Scalability and Flexibility
  Frameworks for ITSM tools are created to be scalable and flexible to meet the needs of various organizational types and sizes. They can adapt to changes and expansion in user needs, IT services, and infrastructure. Additionally, ITSM gives enterprises the freedom to interact with different frameworks and technologies, enabling them to take advantage of new trends and developments.

Top Features of An Effective ITSM Tool

Some of the features are mentioned below.

Automation and Orchestration 

The dynamic combo of automation and orchestration revolutionizes IT processes and increases the productivity of IT professionals and support team. With an ITSM automation tool, time-consuming IT tasks and repetitive workflows become active, when certain circumstances or events occur, whereas orchestration tools coordinate a symphony of operations across numerous systems or processes. An ITSM automation tool has an infinite capacity to transform a wide range of procedures such as: 

• Incident Management
  Based on specified standards, incidents are automatically categorized and prioritized, ensuring urgent problems receive quick attention.

• Problem management
  ITSM automation tool identifies patterns and trends in event data, enabling preemptive actions to address future issues before they cause havoc.

• Change Management
  As automation takes control, the notifications and approval workflows are simplified, accelerating the change management procedure.

• Service Requests
  Through automation, routine service requests like software installations and password resets are quickly handled, freeing up valuable IT workers for more important activities.

• Asset management
  IT assets are carefully inspected, and alerts are sent out when maintenance or updates are necessary. This guarantees top performance and limits unpleasant downtime.

Personalization and Effective IT Support

In order to deliver efficient and personalized IT support, numerous organizations are embracing modern ITSM solutions that incorporate ChatGPT-like AI chatbots, AI, and machine learning. These modern  approaches not only provide personalized recommendations and solutions but also prioritize the needs and experiences of employees.
By gathering employee feedback, tailored IT solutions are created to cater to various employee groups. Moreover, self-help methods like knowledge bases, self-service portals, and AI-powered chatbots are being employed, empowering employees to independently resolve IT issues and reducing the dependence on IT support agents or technicians. The focus is empowering employees and enhancing their IT experience through innovative technologies.

ITSM Operations Redesign Using Data-Driven Insights

Organizations may make informed decisions about their IT operations by implementing data-driven techniques in ITSM. Organizations can find patterns and trends that aid in optimizing IT systems and processes by collecting and analyzing data on IT performance.

Continuous Digital Transformation Using ESM

Prioritizing the entire business needs when managing IT tickets and services is a need of the enterprise service management (ESM) strategy. Organizations can improve their IT operations and unleash significant commercial value by using ESM as a fundamental platform for digital transformation. This strategy propels the ongoing development of IT capabilities and relates them to the larger organizational goals.

The Growing OpenAI

The field of IT service management (ITSM) has seen an increase in the use of AI and machine learning. By automating operations, identifying data patterns, and providing actionable recommendations, these cutting-edge solutions do wonders for the efficiency of IT-related tasks and processes. For instance, ChatGPT-like chatbots integrated with  IT service desks or helpdesks may efficiently answer employee questions and manage IT support requests. AI and machine learning algorithms can anticipate and avoid issues before they arise, resulting in a more seamless IT experience.

Streamlined Operations through Seamless Integration

End-to-end IT systems and process integration are top priorities for organizations today to increase productivity and reduce the possibility of mistakes or delays. Several aspects of this integration may be included, such as integrating various IT systems and business processes within the organization.

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Amazing Statistics About ITSM Tools

According to the State of Service Management report's findings, many organizations have adopted or are considering using ITSM capabilities outside the IT sector. About 57% of organizations have started developing strategies in this approach, and another 14% intend to increase their service management capacity outside of IT. Only 21% of organizations don't have any plans in this field. It's interesting to note in the research that both small and large organizations are more likely to be well along in putting their service management plans into practice.

Govloop estimates that the federal government spends a minimum of $90 billion annually on IT. The federal government spent $96 billion on IT in 2018, while state and municipal governments spent $103 billion. Notably, the existing administration passed the Modernizing Government Technology (MGT) Act in the same year. It aimed to provide funding to federal agencies to update legacy IT systems and improve service delivery to citizens. This act aligns with the goals of ITSM, which include streamlining and improving IT service delivery.

According to Abdalslam, approximately 48% of organizations indicate satisfaction with their ITSM skills, rating them as "great" or "good." Another 27% claim to be moving forward and "getting there." However, 22% of organizations admit that their ITSM capabilities must be strengthened. A lack of support from senior management is cited as the main difficulty by 26% of organizations when it comes to barriers to ITSM success. Additionally, achieving the ideal balance between ITSM and other priorities is challenging for 17% of organizations. In addition, 11% of organizations struggle to find and keep qualified ITSM employees.

According to Forrester Research, 59% of organizations have already deployed ITSM solutions or aim to do so soon to improve the customer experience.

In late 2021, Freshworks performed a self-service study and found that organizations still had trouble accommodating the preferences and talents of their workforce. Only 20% of businesses claimed that their IT self-service initiatives had generated the expected return on investment (ROI). About 30% of businesses believed that the success of their self-service initiatives was "just good enough". About 19% of respondents said that while their self-service initiatives were not successful, they were nonetheless controllable. A further 2% of organizations had completely given up on their self-service projects, while 10% acknowledged the need to review and improve their self-service skills. Interestingly, 13% of businesses still don't provide employees with access to an IT self-service portal.

List of Top 20 ITSM Tools

Now that you have a better understanding about ITSM tools, let’s look at the top ITSM automation tools that are going to redefine IT support in 2023 and beyond.

1. Rezolve.ai
2. Zendesk
3. ServiceNow
4. BMC Remedy
5. Ivanti
6. Atlassian
7. Freshservice
8. TOPdesk
9. Cherwell
10.  SolarWinds
11. SysAid
12. Samanage
13. Axios
14. ManageEngine ServiceDesk Plus
15. Microsoft System Centre Service
16. Hornbill
17. Agiloft
18. EasyVista
19.  Alemba
20. SuperOps.ai
    
    

Let's take a closer look at each one.

Rezolve.ai

Rezolve.ai is a next-generation IT service management (ITSM tool) bringing a modern, Generative AI-powered IT service desk experience to employees within Microsoft Teams. Integrated within the popular collaborative platform, MS Teams, the Rezolve.ai ITSM tool is designed to deliver IT support to employees within 10-15 seconds. 

With its outstanding features like ChatGPT-like AI chatbot, in-built live chat, Twitter-Age knowledge management, accessible change management, invisible ticketing system, and out-of-the-box integrations, Rezolve.ai stands out as a pioneering solution in the ITSM sector. The tedious process of submitting tickets and impatiently waiting for responses is no longer necessary, thanks to the Rezolve.ai ITSM tool. This streamlined support process boosts employee satisfaction and equips support agents to tackle more complicated situations, boosting productivity and efficiency throughout the organization.

Zendesk

Being one of the well-known ITSM tools, Zendesk combines employee self-service portals and multichannel ticketing in a single spot. With Zendesk, service desk employees can assist customers in various ways, including social media, live chat, email, phone, and more. Also, Zendesk enables IT and support teams to track issues, requests, changes, and assets effectively while delivering top-notch client support and employee assistance.

ServiceNow

ServiceNow assists your team in locating, monitoring, and resolving high-impact events while increasing agent productivity. With ServiceNow, problems may be automatically categorized and routed to the appropriate team for resolution. Organizations may manage and maintain their IT infrastructure with the help of a ServiceNow cloud-hosted IT management platform. It not only manages the service desk, but it also offers more profound perceptions of occurrences and enterprise depreciation.
Because of its capacity for service-level management, you can also define business expectations in advance and see how your IT employees are performing regarding their service commitments.

BMC Remedy

BMC Helix is a robust, human-focused ITSM solution that uses cutting-edge and developing technologies like artificial intelligence and machine learning. Organizations may easily design and customize the system to deliver reports and resolve IT-related issues using BMC ITSM software. BMC ITSM offers tools for collaboration that let IT employees cooperate to find solutions for problems more quickly.

Ivanti

As a modern ITSM tool, Ivanti automatically locates addresses and secures all devices. The three-tiered cloud-optimized ITSM solution automates workflows and procedures by removing time-consuming, expensive manual chores, increasing productivity, and maximizing ROI, compliance, and security. Ivanti's ITSM solution starts with basic incident management to handle incoming ticket requests, then adds an intermediate tier to handle change and configuration management for the IT service desk and ITOps, and finally, a comprehensive tier to add more management, such as service level, financial, portfolio, and project management, among other things. 

Atlassian’s Jira Service Management System

Atlassian's Jira service management system, one of the best IT service management (ITSM automation tool) options, enables different corporate departments, from IT to HR, to set up a service desk and manage user requests. Jira provides a no-code automation engine that enables businesses to quickly and easily automate any task or process. It enables employees to use an internal self-service website to obtain answers to their straightforward problems. It is the best option because it will assist your business in tracking, managing, and resolving client inquiries across all departments.

Freshservice

A user-friendly, easy-to-configure cloud-based IT service desk solution, the Freshservice ITSM automation tool aid businesses in automating IT and other business operations. Freshservice has an app for mobile service desks, multi-channel assistance, and gamification features. Integrate service management onto a single platform to improve time to resolution, cut costs, and increase visibility. Being a modernized ITSM tool, Freshservice guarantees a seamless employee experience by delivering powerful automation and no-code workflows that eliminate time-consuming manual processes and increase service effectiveness.

TOPdesk

The ITSM tool from TOPdesk makes sharing knowledge simple, responding to customer inquiries, and troubleshooting issues by bringing your IT services under one roof. It is an all-in-one ITSM platform streamlining workflows, IT assets, and customer service. Users can also collaborate on work with specialized service desk representatives. The service can manage IT department workloads and provide reports for all KPIs. The solution has a tone of features and will synergistically work with ITIL. 

Cherwell

Cherwell helps organizations to optimize their IT processes and provide superior service due to its powerful features and user-friendly interface. The ITSM platform has many functionalities, including asset management, knowledge management, problem-solving, change management, and incident management. Thanks to Cherwell's adaptable workflows and automation features, organizations may customize their ITSM procedures to meet their specific needs. Organizations may increase their productivity, boost customer happiness, and promote overall operational excellence in the delivery of IT services by utilizing Cherwell.

SolarWinds Service Desk

SolarWinds Service Desk allows organizations to improve their incident, problem, and change management procedures while streamlining their workflows. SolarWinds ITSM tool assists businesses in providing high-quality IT services while maximizing productivity and customer happiness thanks to its user-friendly interface and automation features.

SysAid 

SysAid streamlines IT service delivery, fosters cooperation, and boosts operational effectiveness thanks to its user-friendly interface and strong automation capabilities. Several functions, including incident, problem, asset, and knowledge management, are available on the flexible ITSM tool SysAid.

Samanage 

Samanage is famous for its clear self-service site and intuitive design. It provides a full range of ITSM functions, such as asset, problem, change, and incident management. Samanage focuses on enhancing the end-user experience and making it simple for businesses to provide top-notch IT services.

Axios Systems

Axios Systems offer an enterprise-level ITSM automation tool, including a wide range of incident management, problem management, change management, and service catalog management features. Axios Systems assists organizations in streamlining their IT service delivery procedures and enhancing overall service quality, emphasizing ITIL best practices.

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus offers a wide range of common features; with its intuitive interface and automation capabilities, ManageEngine ServiceDesk Plus helps organizations streamline their IT service operations and enhance customer satisfaction.

Microsoft System Centre Service

Microsoft System Centre Service is An enterprise-level ITSM tool that offers a uniform platform for managing incidents, problems, modifications, and assets. It connects with other Microsoft technologies, enabling businesses to use their current tools and infrastructure to provide effective and efficient IT services.

Hornbill

Hornbill is renowned ITSM tool for its cutting-edge and approachable user interface for managing IT service operations. It offers a comprehensive set of features to enhance service delivery and improve customer satisfaction.

Agiloft

Agiloft provides a highly adaptable ITSM tool that enables organizations to customize their service management procedures to meet their unique requirements. Agiloft allows organizations to optimize their service operations and boost efficiency thanks to its strong workflow automation capabilities and wide range of integration options.

EasyVista 

EasyVista is an intuitive and user-friendly ITSM tool that provides outstanding employee experiences. EasyVista streamlines IT service delivery and equips organizations to boost employee satisfaction.

Alemba 

 Alemba allows organizations to simplify their service management procedures and promote operational excellence because of its emphasis on flexibility and usability.

SuperOps.ai

SuperOps.ai cloud-based ITSM tool that helps technicians deliver exceptional IT service using modern ticketing. SuperOps provides powerful workflow automation and proactively fixes and manages assets.

Now that you know what ITSM tools are, hopefully you have a better understanding of them. 

How to Choose the Right ITSM Tool for Your Organization?

Undoubtedly, choosing the right IT Service Management (ITSM) tool is essential for efficiently addressing your IT services and supporting your organization's needs. Although there is an extensive range of ITSM tools readily available, it is vital to pick the ones compatible with your organization's unique requirements. The following are some key concerns to consider when selecting an ITSM tool:

Identify your Organization's Needs

Identify the unique needs and objectives for IT service management inside your organization. Consider elements like the size of your organization, the complexity of your IT infrastructure, and the total user base.

Plan Your Budget

Establish a budget for the ITSM product that accounts for all costs—upfront, ongoing, and any additional customization or integration fees.

Consider its Features

A knowledge base and features like incident management, problem-solving, change management, and asset management are needed. Consider any extra features that fit your particular requirements, such as self-service portals, automation tools, and reporting possibilities.

Verify the ITSM Tool's Usability

Ensure that IT personnel and end users find it simple to use and that the product has an intuitive UI. User experience is crucial!

Verify the Reputation of the Vendor

Look into the background and performance of the provider of ITSM tools. Read testimonials, ask for referrals, and evaluate the quality of their customer service and support.

Prioritize Flexibility and Scalability

Pick a solution that can grow with your organization's needs and scale to meet those needs. It should be adaptable enough to interact with current systems and handle foreseeable requirements.

Look for its Integration Capabilities

Examine the tool's integration possibilities about your existing systems and applications. Processes are streamlined and efficiency is increased with seamless integration.

Security and Compliance

Ensure the tool fits with your organization's security and compliance standards. Look for features like data encryption, access controls, and adherence to applicable legislation.

Evaluate Training and Support

Test the vendor's availability of training materials and continuing support to help with tool implementation and usage.

Try the Tool Out

Ask for a trial or demo of the ITSM product in every situation. To evaluate its performance and how well it satisfies your needs, test it in a real-world scenario.

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Conclusion

IT service management (ITSM) remains an ever-evolving technology organizations employ to manage their IT services. There are several different ITSM tools accessible in 2023, each with a special set of features and skills. A modern ITSM tool can enable employees to perform at their highest level, enhancing customer satisfaction and increasing the likelihood that they will make a purchase. As a result, it's crucial to consider and investigate your options carefully.

ITSM tools that are automated and integrated are indeed the future of employee support. You must invest money in ITSM solutions that are scalable, simple to use, and capable of meeting your current and future needs.

FAQs

What are ITSM tools?

ITSM tools are software programs created to help businesses, particularly IT service providers, manage the provision of IT services, whether to internal users or external customers.

How can I pick the ideal ITSM tool?

Analyze the search criteria to limit your results. The market has a wide range of ITSM tools to choose from. Use the knowledge of the ITSM Analyst as a guide. Analyze the ITSM Tool's essential features. Define the tool's dependability. Find a trustworthy source.

What are the ITSM's five stages?

An administrative IT framework called ITIL service lifecycle was created to digitize IT services and guarantee smooth operations. Service Strategy, Service Design, Service Transition, Service Operations, and Continuous Service Improvement are the five steps that make up this IT service model.
How are ITSM tools used?

The duties and workflows involved in the management and provision of high-quality IT services are made easier by ITSM solutions. IT service desks and IT service delivery functions use these the most.

Is Rezolve.ai an ITSM tool?
‍Rezolve.ai is an ITSM automation tool that aids businesses in enhancing the delivery of IT services. It offers a variety of features, such as management of tickets and incidents, problem-solving, Change administration, knowledge base, a self-service website, analytics, and reporting Rezolve.ai is simple to use and can be tailored to fit any organization's requirements. It is an excellent option for organizations of all sizes because it is also cost-effective and scalable.