IT Glossary



IT Service Management (ITSM) Tools

itsm - it service support management

IT Service Management (ITSM) Tools enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services. These are most heavily used by IT service desks and IT service delivery functions. Some non-I&O departments (such as HR or facilities) adapt generic ticket-handling and workflow capabilities for their own use. ITSM tools are classified based on ITSM capabilities and integration with ITOM solutions and include: basic ITSM tools that have some ITSM capabilities and limited integration with ITOM solutions; intermediate ITSM tools that have good ITSM capabilities, and provide some basic ITOM functions or integrate with intermediate third-party ITOM solutions; advanced ITSM tools that have a full range of ITSM capabilities, and provide broad ITOM functionality natively or integrate with advanced third-party ITOM solutions. 


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