Choosing the right ITSM tool can be a daunting task, but there are some things you can consider to help you make an informed decision. Here are some tips that might help:
- Understand your organization’s ITSM goals and requirements.
- Consider the role of automation in your ITSM processes.
- Budget for potential extra costs such as training, implementation, and maintenance.
- Gauge the tool’s ability to integrate ITSM concepts with DevOps practices.
- Structure a strong RFP (Request for Proposal) that includes all your requirements and expectations.
There are several top companies that offer ITSM (IT Service Management) platforms, each with its own unique features and capabilities. Some of the leading ITSM platform providers are:
- ServiceNow: ServiceNow is a global leader in ITSM and offers a comprehensive ITSM platform that combines ITIL best practices with automation, workflows, and artificial intelligence (AI) capabilities. ServiceNow ITSM provides a wide range of modules for incident management, problem management, change management, asset management, service catalog, self-service portals, and more.
- BMC Software: BMC Software is a well-known provider of ITSM solutions, including their flagship product, BMC Helix ITSM. BMC Helix ITSM offers a complete ITSM suite that includes incident management, problem management, change management, asset management, service catalog, self-service portals, and other ITIL-aligned modules. It also provides advanced capabilities such as AI-driven automation and analytics.
- Atlassian: Atlassian is a popular provider of ITSM solutions, offering products like Jira Service Management (formerly known as Jira Service Desk). Jira Service Management provides ITSM functionalities for incident management, problem management, change management, and service catalog, along with collaboration tools for teams, automation capabilities, and integrations with other Atlassian products.
- Microsoft: Microsoft offers Microsoft Endpoint Manager, which includes ITSM capabilities for managing IT services and assets. It provides modules for incident management, problem management, change management, asset management, and more, along with integration with other Microsoft products like Microsoft Azure and Microsoft Intune for endpoint management.
- Cherwell Software: Cherwell Software offers Cherwell IT Service Management, a comprehensive ITSM platform that includes incident management, problem management, change management, asset management, service catalog, self-service portals, and other ITIL-aligned modules. It also provides features for automation, reporting, and integrations with other systems.
- Ivanti: Ivanti offers Ivanti Service Manager, which is an ITSM platform that provides functionalities for incident management, problem management, change management, asset management, service catalog, and other ITIL-aligned processes. It also offers automation capabilities, reporting, and integrations with other Ivanti products.
- SolarWinds: SolarWinds offers SolarWinds Service Desk, which is a cloud-based ITSM platform that includes incident management, problem management, change management, asset management, service catalog, self-service portals, and other ITIL-aligned modules. It also provides automation capabilities, reporting, and integrations with other SolarWinds products.
These are just a few examples of the top companies that offer ITSM platforms. It’s important to carefully evaluate the features, capabilities, and pricing of different ITSM platforms to choose the one that best meets the specific needs and requirements of your organization (refer to the tips shared above).
I hope this helps! Let me know if you have any other questions.
