Service Management Software – What Is Service Management Software?

Service Management Software – What Is Service Management Software?

Management Service Software
Management Service Software

Service management is a method of improving a company’s customer service processes. It is a comprehensive procedure that customizes the customer experience from the moment the client contacts the firm until the consumer is completely happy with the transaction. Shopping, billing, and troubleshooting are all examples of customer experiences. Avoiding service problems or mistakes is one of the most critical aspects of service management.

What Is Service Management Software?

Service Management Software, often known as information technology service management, enables businesses to control how they provide services to their clients. Order management, hardware and software maintenance, diagnostics and troubleshooting, and normal operations are among the services provided by Service Management Software. Service management typically combines both automated and human resources performing complicated tasks.

Service management software is an excellent tool for optimizing a company’s technology. It both saves money and time.


Service management has been utilized in large corporations since the 1970s, in conjunction with other management systems such as Total Quality Management and business process management. From simple scheduling programs to more complicated systems that include service design, development, and deployment, software enabling these processes has evolved. The IT Information Library (ITIL), which was produced by the United Kingdom government, defines standard processes. These processes define how a service desk and configuration management database work together to provide successful service management.


Using service management software, in theory, optimizes an organization’s business technology. Costs are reduced by integrating the product supply chain with services.

Providing faster access to replacement part inventories across a worldwide business enhances both customer happiness and service income. Effective planning ensures that professionals arrive at customer sites with the necessary parts to resolve issues on the first visit.

Why is service management becoming increasingly important?

Services assist businesses in developing long-term relationships with their customers.

To preserve a competitive advantage, most businesses strive to create new and one-of-a-kind items. Services, on the other hand, allow businesses to interact with their customers. Businesses can thus keep an eye on their clients’ shifting tastes and concerns and change their product and service offerings accordingly.

A happy, loyal client base is the goal of high-quality service.

11 BEST ITSM (Information Technology Service Management) Tools & Software in 2022

IT Service Management (ITSM) seeks to connect the supply of information technology services with the demands of the company. ITSM products are designed to provide satisfactory service to end customers.

There are numerous ITSM tools on the market, making it challenging to select one. The following is a selected list of the best ITSM software, complete with popular features and the most recent download links. This ITSM tools comparison list includes both open source and commercial tools.

List of the Best ITSM Tools and Software

1) HelpDesk Plus

ServiceDesk Plus is ManageEngine’s full-stack ITSM package. It provides exceptional insight and central management in dealing with IT issues, ensuring that businesses have no downtime.

2) The HaloITSM

HaloITSM is a cutting-edge IT Service Management (ITSM) software solution. The all-in-one HaloITSM platform powers enterprises all around the world, providing efficient ticket administration and superior service delivery.

  • Simplify the whole incident lifecycle, from ticket creation through problem resolution.
  • Update incident statuses and examine details such as ticket ID, priority level, issue summary, and date created.
  • Use the knowledge base to connect new incidents to current requests and share potential solutions with team members or end users.
  • Before creating requests, managers can set default parameters such as categories, priority, service-level agreements, or mailboxes.
  • Customer care representatives may see forthcoming tasks on a calendar and speed approval processes by asking validation on ticket creation or changes.
  • Several popular integrations are available to you.
  • Many popular integrations are available, including Office 365, Azure DevOps, Microsoft Teams, and many more.

3) Zendesk

Zendesk is a service that provides online support. Its new technologies improve impact analysis by providing a new user experience on top of sophisticated ticketing and asset management capabilities. End customers can contact assistance through a variety of channels, including email, a self-service portal, and so on. • It automatically categorizes tickets using Freddy, the Zendesk AI engine, based on historical ticket data.

  • With this open-source ITSM solution, you can automatically assign tickets to the appropriate agents or groups.
  • It simply enables end users to resolve their IT issues without relying on the self-service site.
  • Establish numerous SLA policies for job deadlines and automate escalation processes to ensure on-time resolution.
  • With automated notifications, you can easily manage everything that is time-bound.

4) The Service Desk

SolarWinds Service Desk is a multi-tenant cloud-based IT service desk and asset management software. It assists you in monitoring and assessing current trends in IT solutions to problems and procedures. Its baseline incident management organizes incoming tickets, allowing your help desk to be more productive.

  • The incidents dashboard is divided into easy-to-read columns with color-coded information such as ticket number, status, and so on.
  • This service management platform collects data from your service desk automatically.
  • Provide full asset management support.
  • Set internal benchmarks and track performance statistics with ease.
  • Its API is simple to use and may be used to automate processes such as account creation.

5) InvGate InvGate

InvGate InvGate is an IT service management system that uses AI-enabled virtual agents to help expanding IT businesses cooperate across teams to detect the underlying cause of problems and manage incidents to enhance productivity. This service management solution assists you in quickly identifying the root cause of the problem and proactively preventing future disruptions.

  • They provide all tools in one location. Using AI advice, prioritize and handle issues quickly.
  • Reduce incidents and mean time to resolution (MTTR) to reduce noise, prioritize, find root cause, and remediate.
  • Quickly restore services and rectify issues
  • Use built-in AI to automate and accelerate complicated change processes, as well as assess the likelihood of success.
  • This open-source ITSM platform empowers employees and customers with AI-powered self-service.

6) Cherwell

Cherwell is a cloud-based IT service management solution that offers a customization process that allows departments to customise solutions to their specific workflow procedures. It is a feature-rich ITSM solution with a wide range of capabilities.

  • It has a codeless configuration, which makes it easy to develop and configure automation.
  • It enhances service delivery using eleven ITIL® processes.
  • You can fill out and submit requests, report issues, and check status using incident and report management.
  • Track and manage the whole life cycle of your supported hardware and software assets with ease.
  • It helps you with adaptable portals and powerful dashboards.

7) Spiceworks

Spiceworks is a free cloud-based IT help desk and network monitoring service for system administrators and IT professionals. Spiceworks is a well-known marketplace for addressing IT issues. This service management program will automatically inventory everything on your hardware.

  • It keeps thorough track of all software licenses to keep you in compliance and stress-free during audits.
  • It is one of the best ITSM solutions for keeping track of all the services your users utilize.
  • Create and run a bespoke report quickly.
  • Allows you to see and remove undesirable software.
  • With this open-source ITSM solution, you may create tickets from multiple sources.
  • Platforms supported: iOS and Android.

8) SystemAid

SysAid is one of the greatest IT service management systems, providing everything you need in a single tool for simple and efficient ITSM. Everything is simple, from resolving tickets to resetting passwords. It is one of the top ITSM solutions, with a strong incident and service request management feature.

  • Its features, such as request, change, and problem management abilities, provide you with comprehensive aid in providing better service management.
  • It enables you to use a workflow designer to digitize your manual workflows.
  • Across your business, you can design, configure, and share common workflows.
  • Allows you to consolidate and organize all of your favorite apps and systems under one roof.
  • An infinite number of custom fields, templates, and forms.
  • Easily customize the field’s forms and templates to meet the demands of your company.
  • Platforms supported: iOS and Android

9) BMC Software

BMC helix ITSM is a next-generation service management product from BMC. BMC has proven to be the most dependable and people-centric system with over 6500+ IT organizations. BMC has developed a solid system by gaining a thorough grasp of emerging technologies such as AI.

  • Auto-correction, issue routing, and assignment functions allow for predictive service management.
  • DevOps technologies such as Jira allow for quick integrations.
  • The system may perform cognitive email analysis and take automated actions on the user’s behalf.
  • A single CMBD provides direct visibility into corporate priorities.
  • It increases process efficiency by 35% with out-of-the-box ITIL alignment.
  • Design and personalize your Dashboard and reports.

10) Panda Asset

Asset Panda is a mobile/cloud asset tracking application. It is a comprehensive IT asset tracking system that can help you streamline your entire technology tracking process. It is tailored to the client’s specific job requirements. It allows you to configure all of your technical records in detail for comprehensive visibility.

  • It provides quick repairs and smarter solutions to the problem.
  • You can build an endless number of attachments for visual fixes, manuals, receipts, and so on.
  • The mobile audit tool aids in maintaining data accuracy.
  • You can repair requests using the maintenance tracking feature.
  • It includes a built-in barcode that can be scanned with iOS or Android devices.
  • You can generate your own barcode, removing the need for manual lookups.
  • Automatically sends notifications for repair requests, asset replacement, and so forth.
  • Allows you to remotely troubleshoot by attaching photographs or videos.

11) Jira Service Management

Jira service management is top ITSM software that offers ITIL-certified incident, problem, change, and request and configuration management. Manage work across your teams efficiently on a single platform so that employees and customers can get the help they need immediately.

  • Jira service desk also encompasses processes and activities such as building, designing, and supporting IT services.
  • Allows you to track work across the organization using an open and collaborative platform.
  • Rapidly expedite key development work, implement modifications, remove toil, and so on.
  • Use Jira Service Management’s PinkVERIFYTM to receive out-of-the-box ITIL processes.
  • With SLA, you can prioritize queues, configure them, and click them in a matter of minutes.
  • Reduce your burden and set up automation so you can focus on the important stuff.

What are the primary processes or practices in service management?

Service management processes & practices according to YaSM:
Service management processes & practices according to YaSM:

The key activities of excellent service management are described as procedures or practices in all service management frameworks. ITIL®, for example, specifies 34 service management practices.

The service lifecycle notion is a crucial principle behind the frameworks. This lifecycle is an adaptation of the “Plan-Do-Check-Act” (PDCA) cycle, a well-known management strategy for continuous improvement.

Processes of Service Management

The YaSM model’s service lifecycle and supporting processes

The service lifecycle is divided into five stages, each of which corresponds to one of the following service management techniques or practices:

Other service management practices are as follows:

  • Management of service portfolios, including service catalog management
  • Managing customer relationships
  • Configuration administration
  • Managing Change
  • Service continuity management, for example.

These are some of the procedures, methods, competences, and knowledge domains that are articulated in the many service management frameworks.

We found a simplified collection of 19 essential procedures (see fig. 2: “YaSM processes”) under the YaSM service management model that firms can choose from when they begin to embrace service management best practices.

What frameworks for service management are available?

The corpus of knowledge in service management is largely made up of frameworks that outline best practices and standard processes.

Using one of these frameworks assists firms in implementing service management in a disciplined manner.

ITIL® was the first widely used service management framework (Information Technology Infrastructure Library). ITIL was first established in the 1980s by the United Kingdom’s Central Computer and Telecommunications Agency (CCTA), when UK government officials became dissatisfied with the level of IT services they were receiving.

ITIL has been modified multiple times over the years and is now the most widely used service management framework.

However, ITIL is not the only service management standard available. Organizations can investigate other frameworks and techniques such as:

Enterprise service management (ESM) and IT service management (ITSM) (ESM)

Most of these frameworks began with an emphasis on IT service management (ITSM), and they still include a lot of technology recommendations.

However, it has always been true that a service is a service, whether it is an IT or a non-IT service, and as such, the concepts behind ITSM can be extended to other areas of a business, such as HR, sales, marketing, facilities, and so on. The growing trend of implementing ITSM principles outside of IT has been dubbed “enterprise service management (ESM).”

Most frameworks no longer distinguish between ITSM and ESM, instead referring to “service management.”

What distinguishes the various service management frameworks?

Although the most widely used service management frameworks have similar roots and are very much in line with the ideas first defined in ITIL, each framework tackles a different industry or set of business needs:

  • ITIL defines a service value system and best practices for IT and business service delivery.
  • COBIT is a governance framework for IT management that defines a set of controls.
  • CMMI-SVC provides help for building or improving processes that satisfy the organization’s business objectives.
  • FitSM establishes a standard for the efficient management of IT services (ITSM).
  • SIAM strives to integrate interdependent services from multiple internal and external service providers into end-to-end services.
  • VeriSM demonstrates to firms how to embrace a variety of management strategies in a flexible manner in order to produce the optimal product or service.

ISO 20000 is an international service management standard.

ISO/IEC 20000 is an international service management standard released by ISO (the International Organization for Standardization).

The standard is founded on ITIL’s fundamental concepts. It does not, however, go into detail about service management methods or practices; rather, it sets the requirements for a service management system.

ISO 20000 accreditation for enterprises is essentially proof that best practices in service management have been adopted.

ISO 20000 gives enterprises a competitive advantage by allowing them to obtain an organizational certificate. Organizations must pass an audit conducted by a Registered Certification Body in order to do so.

How does YaSM stack up against other service management frameworks?

Service Management Process Template
Service Management Process Template

Service Management Process Template

YaSM is a Visio® process model.

The YaSM process model is not a framework in and of itself. It is, rather, a condensed version of the large amount of assistance supplied by service management frameworks in the form of a streamlined, easily accessible set of processes and document templates.

YaSM provides a clear, consistent framework that assists businesses in comprehending the concepts underlying service management.

Furthermore, the YaSM model is not only read-only data:

All diagrams and documentation are completely editable templates, so organizations do not have to start from scratch when designing their organization’s service management processes. Organizations utilize YaSM to expedite the adoption of best practices in service management.

Please see the platform-specific sections regarding the YaSM Process Map for Visio and the YaSM Process Map for ARIS for more complete information and examples of the diagrams and documents contained in the YaSM process model.

What is the definition of good service management?

Service management should always begin with the customer: To build and deliver an appealing range (or “portfolio”) of services, service providers must first understand their customers.

As a result, service providers will often

  • Recognize customer journeys,
  • Explain how their services add value, and
  • Define the service properties in accordance with the needs of the consumer.

Other important aspects of service management include:

  • Continuous improvement and
  • The lifespan of a service.

These concepts help firms to respond swiftly to market fluctuations. Consumer needs vary over time, new technology become available, and new ideas develop, resulting in a highly dynamic array of services given to clients.

As a result, service providers employ consumer feedback, market surveys, and other input to continuously adapt and enhance their services, assuring client loyalty and business success.

What advantages does service management provide?

There are numerous areas where a company can benefit from implementing best practices in service management, including

  1. greater alignment of services with business, customer, and user demands
  2. enhanced ability to learn from prior experience
  3. optimum resource utilization
  4. clarified roles and duties in service delivery
  5. Removal of superfluous tasks.

Frequently Asked Questions

What is the definition of service management software?

Service management software allows businesses to control how they provide services to their clients. Order management, hardware and software maintenance, diagnostics and troubleshooting, and normal operations are among the services provided.

What exactly is ITSM?

ITSM attempts to connect IT service delivery with the demands of the organization. ITSM is an abbreviation for IT Service Management.

Which ITSM Tools are the Best?

Here are a few of the greatest IT service management applications:

What exactly is an ITSM tool?

ITSM tools are software applications that assist firms in managing their IT services both internally and externally. These technologies make it easier to manage and deliver quality IT services by facilitating numerous jobs and services. The primary goal of ITSM products is to provide good service to end users.

What’s the distinction between ITSM and ITIL?

ITSM is a set of policies, processes, and procedures for delivering IT goods and services. Simultaneously, ITIL is a set of well-defined principles that assist Software professionals in providing the best IT services.

ITSM tools improve and support customer-centric IT services, whereas ITIL tools assist a business in risk management, cost-effective procedures, and customer relationship strengthening.

What is an ITSM Tool’s Purpose?

An ITSM tool’s major goal is to assist organizations in regulating how IT services are supplied within the organization based on budget, processes, and people. ITSM tools are mostly used to provide satisfactory services to end users.

Why should you utilize ITSM tools?

ITSM tools enable you to control how IT services are delivered in any organization based on budget, procedure, output, people, and so on. The goal of ITSM tools is to provide satisfactory service to end users.

What are the common characteristics of ITSM?

ITSM has the following characteristics in common:

  • It aids in the improvement of ITSM procedures.
  • Simple and efficient IT asset management
  • Allows you to display the IT services available to users from your various accounts.
  • Simplify configuration and enhance the user experience.

What are the most significant factors to consider when picking IT Service Management Tools?

Here are some crucial factors to consider while picking ITSM technologies for your company: