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Businesses depend significantly on IT services to power operations and accomplish objectives. Effective IT Service Management (ITSM) may be difficult, particularly as technology advances and consumer demands rise. The Information Technology Infrastructure Library (ITIL) offers a set of best practices for ITSM. By obtaining ITIL Certification, professionals learn to implement ITIL and streamline ITSM processes.

Selecting the appropriate tools to assist your ITSM procedures is just as crucial as understanding What is ITIL  and how it benefits your organisation. These tools automate key ITIL components, facilitating better workflow management, faster incident response times, and team communication.

In this blog, we'll examine some of the best ITIL tools to streamline your IT service management procedures and improve the productivity and calibre of your IT services.

Table of Contents

• ServiceNow
• Ivanti Service Manager
• Freshservice
• Jira Service Management
• Conclusion

ServiceNow

ServiceNow is one of the most popular ITSM platforms. IT teams will find it simpler to handle events, service requests, modifications, and issues with its help since it is intended to automate and optimise ITSM procedures. The cloud-based platform from ServiceNow gives teams complete access to every facet of IT service delivery, enabling them to react to problems more quickly and efficiently.

Below are the key features of ServiceNow:

• Incident management: Ensures quicker response times by automating the tracking and resolution of IT incidents.
• Change management: It reduces the chance of downtime by enabling teams to handle IT changes efficiently.
• Service catalogue: Offers an easy-to-use website where customers may submit service requests and follow their progress.
• Knowledge management: Centralises IT expertise to enhance service provision and lower incident rates.

Due to its robust features, ServiceNow is the best option for large organisations trying to increase productivity, optimise workflows, and guarantee seamless delivery of IT services.

Ivanti Service Manager

Ivanti Service Manager is a modular and adaptable ITSM solution with pre-configured ITIL best practices for service desks and Help Desks. Businesses can assign particular services that mirror their requirements and company needs, and all of these are aligned with ITIL.

Below are the key features of Ivanti Service Manager:

• Incident and problem management: Effectively monitors and handles issues and occurrences to guarantee prompt resolution.
• Change management: With the least interference to IT services, it helps teams design, approve, and execute changes.
• IT asset management: Keeps track of and oversees hardware and software licenses.
• Self-service portal: This offers consumers a self-service site to report issues and monitor the progress of open requests.

Because of its extensive feature set, Ivanti is a good option for mid-sized to large organisations looking for a reliable ITIL application to simplify IT service management procedures.

Freshservice

It is a cloud-based ITSM platform with a centralised platform for delivering ITSM. Designed for ease of use, Freshservice assists organisations in automating IT services in compliance with ITIL standards. It helps to note that it is among the most user-friendly of the platforms available and is favoured particularly by small to medium-sized companies that require a strong ITSM platform that doesn’t have the complexity of some of the more extensive ITSM solutions.

Below are the key features of Freshservice:

• Incident management: It facilitates IT event logging, tracking, and resolution.
• Service catalogue: Provides an intuitive means for users to submit requests for IT services.
• Problem management: Problem management aims to find the underlying reasons for incidents and stop them from happening again.
• Asset management: Monitors and records IT assets from purchase to retirement.

Because of its price and ease of use, Freshservice is a great choice for companies wishing to implement ITIL procedures without dealing with the complexity of more involved technologies.

Jira Service Management

JIRA Service Management is an ITSM tool previously known as JIRA Service Desk developed by Atlassian. It aligns with JIRA Software and Confluence. It is a robust ITIL best-of-breed solution for managing incidents, problems, changes, and service requests. It is ideal for organisations already using Jira to manage projects and report on IT and development issues.

Below are the key features of Jira Service Management:

• Incident management: Teamwork is prioritised while tracking and resolving IT incidents through incident management.
• Change management: Effectively handles changes, lowering risks and accelerating delivery.
• SLA management: IT teams can use SLA management to help develop and monitor service level agreements and ensure timely service delivery.
• Integration with DevOps tools: Integrating with Continuous Integration/Continuous Delivery (CI/CD) systems facilitates improved communication between the IT and development teams.

Jira Service Management is helpful for businesses using Agile and DevOps approaches since it may facilitate communication between IT and development teams.

Conclusion

Employing the appropriate ITIL tools can significantly improve your IT service management procedures by assuring alignment with business objectives, optimising service delivery, and reducing workflows. The tools mentioned above offer comprehensive functionality to increase productivity and decrease downtime. For those looking to master ITIL and its tools, consider The Knowledge Academy free resources.