ITSM software: How the tool supports you in practice

ITSM software enables you to improve your processes and thus achieve your corporate goals. Comprehensive IT support across all departments in the company is indispensable for success. Read on to find out which advantages an ITSM tool brings and how entire departments benefit from ITSM processes.



What is ITSM?

IT service management (ITSM) encompasses the totality of all systems and processes with which companies improve the use of their internal IT. The focus is not on IT itself, but on the services and processes that IT provides. The focus of ITSM is therefore on the targeted measures that companies use to optimize the way in which IT is used.

Today in particular, IT service management is becoming increasingly relevant: the shift in IT from customer orientation to service orientation means that the systematic provision of IT services is a key issue.


Advantages of ITSM software

To ensure optimal IT service management, many companies use ITSM software. This helps organizations to improve their IT services as part of change management. In addition, ITSM software offers numerous other benefits:

  • Cost savings
  • Reduction of unexpected costs through visualization of complete workflows
  • Increased customer satisfaction through improved quality of processes and services
  • Easy adherence to compliance requirements
  • High agility and innovation
  • Fewer IT problems and shortened duration of outages through rapid response to incidents
  • Increased productivity and efficiency across the enterprise through defined roles and responsibilities


ITSM tools in comparison - what should your software be able to do today?

What can a good ITSM tool do? This is a question asked by many companies looking to implement ITSM software. In addition to the individual requirements you place on the solution in the short term, the tool should also be able to withstand long-term trends and provide you with dynamic support at all times. For example, the software should cover market trends such as intelligent automation, the use of AI and machine learning and a focus on customer satisfaction. Criteria weighted differently by companies in terms of relevance could be, for example:

  • On-premise vs. cloud solution
  • User interface (easy to use vs. comprehensive features for users)
  • Collaboration features
  • Applicability in other departments (e.g. HR, customer service)
  • Interfaces to third-party systems
  • Support from the provider in the event of malfunctions, failures and other problems


Implementing ITSM successfully in your company

Every company has specific requirements and business goals that need to be considered when implementing certain service management tools. Implementing ITSM software also means rethinking IT services. Therefore, the first step in implementing a tool for ITSM is to change the perception of IT from a mere department to a core service. Then you should examine which business goals you want to achieve with the help of the ITSM software. This will help you to deploy the tool in the areas of your IT that will help you realize and support these goals.

In a final step, it is advisable to compare different ITSM tools. Many of the applications offer you tools for better planning and structuring your IT. However, the concrete form of the processes required for this differs depending on the software. Here it helps to find flexible software that adapts to your own processes.


Service management - does only the IT department benefit?

No, because every department in the company that has internal processes can benefit from service management software. The HR department, for example, is constantly dealing with internal matters and is also looking for potential to optimize workflows and processes. Other departments also deal with such issues. Service management software is thus helpful for the entire organization.

The exchange and cooperation between all these departments is referred to as enterprise service management. Following the example of IT service management, structured processes are introduced throughout the company and overall better planning is made possible.



IT management software helps you equip your IT department to meet the challenges in your business. Smooth collaboration between users and IT staff promotes company-wide productivity and makes your organization future-proof and agile. Optimizing IT processes with ITSM is thus a step that modern companies should definitely consider.


With Serviceware's ITSM software you establish a contemporary solution in your company and benefit from greater efficiency and productivity in all areas
Gerd Schaarschmidt

Written by Gerd Schaarschmidt

Gerd has been involved in IT service management for many years in a wide variety of roles. He learned the business "from the bottom up" - including in the service desk. For more than 20 years, he advised IT departments on the path to successful ITSM processes and led the implementation of ITSM tools in numerous projects. Today, Gerd is responsible for designing standard solutions for IT and enterprise service management based on the Serviceware platform.

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