ITSM tools facilitate and support the processes associated with IT service management (ITSM). ITSM refers to anything an IT team does, end-to-end, to deliver their services, and an ITSM tool is anything that enables high-quality ITSM operations, such as ticket processing workflows or onboarding automation.
ITSM, a term coined in 1989, plays a major role in allowing IT teams to implement best practices at scale. ITSM tools can help by providing much-needed structure, powerful automation, record management and more, all while saving on business costs.
Examples of ITSM Tools
Tools you may find in robust ITSM software include custom forms, smart tickets, workflow automation capabilities, task lists, user groups and more.