ITSM stands for Irate Turtles Slurping Mojitos
Ok, not really, I just wanted to do that joke again. It ACTUALLY stands for Information
technology service management Sometimes they’re called ESMs,
or Enterprise Service Management tools. Hey everyone, I’m Kyle, and welcome back for
part 2 of our discussion on ITSMs. If you missed part 1, definitely check
that out for more context, but today we’ll discuss some trends with ITSMs and go over
four more top options available today. For more info on this topic, visit our
website at technologyadvice.com for our article on the top ITSM tools for every business need.
Click on the annotation in the top right corner of your screen to get started.
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ITSM creates structure and a process-based approach to service management for all
organizations. The focus on trends for managing IT operations has shifted from
fixing short-term solutions for the hybrid workplace to automation and future thinking
process improvement. Here are some of the trends with modern ITSM tools
Artificial intelligence for IT operations (AIOps) combines AI with machine learning,
analytics, and data science to quickly identify and flag IT operational issues for resolution.
A detailed breakdown of data helps identify the root cause of issues and supports the
automation of problem incident response. The goal is a reduction in labor needs
and costs as well as sheer number of tickets raised by the hybrid and remote workforce.
Analytics will continue to further permeate all aspects of ITSM, including incident,
problem, change, release, and request. In particular, business analytics and analysis
from multiple sources will grow. Lastly, another trend that might be
happening is it seems like the phrase ITSM will phase out and will soon be replaced
with ESM or just service management. Now that we know some of the trends
with ITSMs, let’s look at more of the top options available today:
Spiceworks offers software for help desk, mobile help desk, inventory,
and network monitoring for IT departments. You can download these tools individually to build
an interconnected ITSM framework for collaborative and tighter control of IT incidents and tasks.
If you have several third-party apps running for your IT department, this software can connect
through APIs to integrate the whole system. IT support agents also have the ability to
discover the devices on your network automatically with the help of Spiceworks IP Scanner.
With scalable pricing options, any business can begin their ITSM processes at no cost and choose
from several annual pay options as they grow. Symantec has long been a leader in internet
security, and they bring this same approach to their ITSM tool. As such, they are suited for
enterprises that seek to effectively manage their endpoints with a customizable tool.
Enterprises can use this software for patch management, asset management,
knowledge management, and software license management for Windows and Mac devices across
your entire company. In addition, asset management tools include device discovery
and license management to help you understand and improve the devices on your network.
Autotask is a unified IT business platform best suited for small businesses that need
access to a service desk, project management, document management, account management,
time tracking, billing, contracts, resource management, asset management,
account management, inventory, procurement, and reporting. All of this is provided as a
cloud service with 99.99% promised uptime. You can access customer relationship management
(CRM), service desk, time and billing, and reports all from the same system. Moreover,
the remote mobile service management feature gives you visibility into the service desk
and service delivery on all devices in your network, and the Autotask Endpoint Backup
provides backup security for your team. SysAid’s all-in-one service management and
help desk software tool is designed to give users and customers or end users access to
services with a lower barrier to entry. As such, it allows small to large businesses looking for
an all-encompassing service management and help desk option the flexibility to choose between
a-la-carte pricing options and tiered plans. With SysAid, you can benefit from asset management
for your hardware, software, and mobile assets. In addition, the Help Desk tool gives customers a
self-service portal with a knowledge base, while ticketing and automation features move service
providers more quickly toward a solution for streamlined IT service management—a
complete incident management experience from logging to resolution. This ITSM tool is also
built on ITIL and ITIL v3 methods and includes capabilities for service desk problem management,
mobile device management, and workflows. And that wraps up pt. 2 of our series on ITSMs.
If you found this helpful, please drop us a like and subscription down below.
For more info on this topic, visit us at technologyadvice.com to see our list
of the top options available today. Click the button on the left to get started.