IT service management (ITSM) tools encompass the policies, planning, execution, and management surrounding IT service delivery. ITSM solutions help enable businesses to design and provide more efficient, standardized, and effective IT services. Typically following an ITSM framework, these solutions provide a wealth of features to users, including service desk elements, asset management, incident management, change management, and knowledge bases. They also create consistent, repeatable workflows for different IT activities. On top of helping to increase IT efficiency and standardization, ITSM tools benefit businesses significantly by increasing transparency around IT service delivery. IT interactions can be followed easily from beginning to end, audited with improved clarity, and tracked more manageably.

Teams across the IT organization use ITSM tools as part of their daily workflow, but end users across a business might utilize this software’s user-facing features like ticket submission, user-facing knowledge bases, and self-help troubleshooting tips. ITSM solutions fall into a larger portfolio of IT management software, joined usually by the likes of help desk software to manage external-facing issues, enterprise IT management suites to handle larger infrastructure needs and requirements, and similar solutions.

To qualify for inclusion in the IT Service Management (ITSM) category, a product must:

• Formalize IT processes and practices according to an ITSM framework
• Offer an internal service request and incident ticketing system
• Track internal service requests and incidents at micro and macro levels
• Organize and manage IT assets
• Centralize a business’ IT service knowledge