Understanding IT Service Management Tools
The globalized business world today communicates mostly through the electronic media with all important business
data stored in digital formats and transferred through wide telecommunication networks. However, the growing
technological innovations and demands from the customers bring in more challenges for these forward looking
enterprises. To meet the aggressive competition and to deliver high quality IT services enterprises go in for upgraded
infrastructure. Nevertheless they need to ensure that the services rendered meet the efficiency standards besides
providing enterprises with maximum return on investment.
Spread across wide geographical distances and connected through large networks, managing an efficient IT system is
a challenge that these global enterprises face. However, with the growth of outsourcing facilities and with large
number of service providers having ventured into the field, the global enterprises depend on the IT service
management tools of the service providers. By combining people, process and technology, the IT service
management manages the IT systems from a customer’s perspective. With a work flow based global platform this
facilitates enterprises to implement ITSM processes across multiple branches and geographic locations.
Being a web based software, the IT service management provides enterprises with ITSM tools service request,
incident management, problem and change management through a single solution. Further, this being accessible
from any location irrespective of the time, the IT Service Management tools are also provided as a built-in
application as part of the software development life cycle.
The leading service providers offer their clientele world class IT service management tools along with the application
lifecycle management solutions. These ITSM tools with a web-architecture framework are accessible through the
internet browsers and have multiple input methods including word documents, emails, web portals or synchronized
third party tools in real-time mode.
The single solution with built-in applications for ITSM works out advantageous for both small and medium enterprise
as well as large business houses. This can be used for functional applications such as:
Managing all service requests and keep the customer informed of progress towards solutions or advising
them on the work process, the IT Help Desk solution
The requirements traceability matrix tool ensures entity relations across in-built applications and between
service request, incidents, problems, changes and configuration items.
Facilitates IT process automation.
The availability of HTML, dashboard and crystal reporting options facilitates generation of various reports
Along with IT service management tools that enhances IT performance and monitoring, the ITSM solutions from the
leading service provides possess the ability to integrate internal tools as well as best-of-breed tools from third party
vendors providing a seamless business ecosystem.