IT Service Management Tools Resources

Articles, Discussions, and Reports to expand your knowledge on IT Service Management Tools

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find articles from our experts, discussions from users like you, and reports from industry data.

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IT Service Management Tools Articles

What Is Information Technology? (+Uses in Business and Life)

When you hear the phrase IT, you probably think of the techies at your company who fix the computer issues.

by Mara Calvello

Using G2 Review Data to Choose the Best ITSM Software

The IT team’s responsibilities have grown significantly since the remote work era. IT professionals have to provide technical support to cross-functional teams, ensure security and compliance for software and hardware use, and address internal and external tickets on time, along with other tasks.

by Tian Lin

What Is ITSM? A Guide to All of the Details, Simplified

Information technology is at the forefront of modern businesses.It’s the core element that enables day-to-day operations in organizations. ITSM, or IT service management, takes care of this core element and optimizes it for better outcomes while driving business value. It wraps around the IT infrastructure and streamlines processes in the service lifecycle, enabling teams to operate strategically. Furthermore, ITSM software available on the market facilitates it by enabling more efficient, standardized, and effective service delivery. Let’s dive deeper into understanding ITSM and discover how it can help you optimize your IT infrastructure.

by Sagar Joshi

IT Service Management Tools Discussions

Question on: Cherwell Service Management

Can Cherwell Service Management support areas outside of IT?

Yes – and over 70% of Cherwell customers use Cherwell Service Management to support business areas outside of IT. Cherwell Service Management is built upon a rapid-configuration platform that customers use to automate tasks and workflows, without the need for expensive internal application development resources or expensive third party consulting services.

Cherwell definitely supports areas outside of IT. It does this in two ways. 1. Configuration can be used to create a solution from scratch or to modify anything that is in the application (user screens/interfaces, processing logic, data objects, integrations, etc). we have built and/or adopted solutions in non-IT areas such as HR, facilities and contracts. We have not had to do any computer coding for any of the solutions we have built 2. Mergeable Applications - these are packaged configuration that provide content to do new functions or processes in Cherwell. Some of these are for sale but a huge number are free - either from Cherwell or from consulting partner organizations or other customers. Typically they will not be a 100% fit but it is pretty easy to modify anything about that as it is all configuration that can be changed in the system. In the end, Cherwell is very much a code-less development platform. Some members of our user group have built non-IT solutions with Cherwell and don't use it for ITSM at all.

Answered: Brian Erickson on January 21, 2020

Your answer

Question on: Cherwell Service Management

How is Cherwell Service Management priced and packaged?

Cherwell Service Management offers all-inclusive licensing, which includes 11 PinkVERIFY® ITIL® processes, use of Cherwell "beyond IT," all application and server fees, and access to all standard clients (desktop, Web browser, mobile and Outlook) without consuming additional licenses. There are no fees for business end-users of Cherwell Service Management.

Pricing will vary depending on promotions or what is negotiated with sales but for the most part they have CSM (Cherwell Service management) CAM (Cherwell Asset Management) and Cherwell Enterprise (which includes some of their premium content pieces outside of ITSM). That said just getting CSM is not limiting, you get access to the core application and can build anything. CAM just adds the asset discovery tool, if you already have a discovery tool you can use the CMDB in CSM as is. Pricing gets you the tool, then you will need to get licenses for your users. Luckily they use a concurrent license model meaning users can share licenses. Many alternatives use a named, or per seat license which means it can get $$$$. For us the concurrent model has been great as we can expand to new areas inexpensively.

Answered: Christopher Chagnon on June 2, 2020

Your answer

Question on: Issuetrak

What is required for installation?

What are the system requirements for IssueTrak installation?

IssueTrak is a web-based software application available for On-Premises installation using your own web server and database platform or hosted and maintained on the IssueTrak Cloud. IssueTrak On-Premises installations can reside on the same or separate machines; dedicated or shared machines; or physical or virtual machines that meet the following hardware and software requirements: Database Server: Dual Core 1.8 GHz processor|4GB available RAM | 4GB available hard disk space (minimum) Windows Server 2008 or higher (32 or 64-bit; Standard, Enterprise or Datacenter Edition) Microsoft SQL Server 2008 R2 or higher (32 or 64-bit; Standard, Enterprise or Business Intelligence Edition) Web Server: Dual Core 1.8 GHz processor | 4GB available RAM | 4GB available hard disk space (minimum) Windows Server 2008 or higher (32 or 64-bit; Standard, Enterprise or Datacenter Edition) Microsoft Internet Information Services (IIS) 7.0, 7.5, 8.0 or 8.5 Or Same Machine Dual Core 1.8 GHz processor|4GB available RAM | 4GB available hard disk space (minimum) Windows Server 2008 or higher (32 or 64-bit; Standard, Enterprise or Datacenter Edition) Microsoft SQL Server 2008 R2 or higher (32 or 64-bit; Standard, Enterprise or Business Intelligence Edition) Microsoft Internet Information Services (IIS) 7.0, 7.5, 8.0 or 8.5 Other Requirements For both Cloud and On-Premises installations, a web browser is required. IssueTrak can be accessed via Internet Explorer 11+, Chrome 36+ and Firefox 31+.

Answered: Dana Haddon on June 15, 2015

IssueTrak is offered in the cloud, and on premises. To run it in the cloud, all you need is a web browser. If you want to run it on your own servers, you need Microsoft SQL Server and IIS. Contact our Support department if you have additional questions -- support@issuetrak.com.