Top 8 IT Service Management Tools

Thank you!

The 2023 SaaS report has been sent to your email. Check your promotional or spam folder.

Oops! Something went wrong while submitting the form.

‍

IT service management tools are essential for modern businesses. These tools help tackle the growing complexity of managing multiple SaaS applications, cloud services, and internal systems.

They help automate tasks like password resets and software installations, providing valuable insights. IT teams use it to manage incidents, track assets, and deliver top-notch services.

Through their real-time dashboards, these tools also enable finance and procurement departments to optimize costs, giving them instant insights into service performance and SaaS usage. This helps them to make data-backed decisions about technology investments.

As organizations increasingly rely on SaaS solutions, it is crucial to choose the right ITSM tool. These tools, from ticketing systems to knowledge bases, form the backbone of efficient IT operations.

Read on to learn about the eight best ITSM tools that can transform your business processes, improve team collaboration, and drive overall productivity.

‍

TL;DR

IT service management tools help automate tasks like password resets, incident management, and asset tracking to improve efficiency and reduce errors.
These tools centralize issue management, track SaaS subscriptions and physical servers, and enable data-driven decisions on resource allocation.
Service management tools offer features like real-time dashboards, self-service portals, and streamlined approval workflows to enhance collaboration and user experience.
Top tools include CloudEagle, ServiceNow, Ivanti, Jira Service Management, and Zendesk, each offering unique solutions for IT operations.
CloudEagle stands out for its comprehensive SaaS visibility, cost optimization, and powerful reporting and analytics capabilities.

‍

What Is IT Service Management?

IT service management (ITSM) is the way you handle and deliver IT services to your organization. It involves planning, creating, and improving IT services to meet business needs.

ITSM helps your IT services meet business objectives by tracking key performance indicators. It also streamlines resource allocation through automated asset management and capacity planning.

ITSM's incident management system helps categorize and prioritize issues. That means, an issue that needs swift resolution will be placed on top, and the less critical ones below.

Standardizing processes and leveraging self-service portals will help you manage IT resources effectively, solving problems quickly and boosting efficiency.

‍

What Are IT Service Management Tools and Why Do You Need Them?

ITSM tools are software applications that help you manage and deliver IT services effectively. These tools help streamline your IT processes to make them more efficient and organized.

You need them because they help automate routine tasks like incident categorization and change request approvals. They help reduce errors, for example, those that could come from service-level agreement tracking and resource allocation.

These tools help centralize issue management, from network outages to cloud service disruptions. Additionally, they track both physical servers and SaaS subscriptions throughout their lifecycle.

With ITSM tools, you can quickly respond to IT problems like system crashes or network outages through automated alerts and prioritized ticket routing. These tools track service uptime and response times, enabling data-driven decisions on resource allocation.

You'll align tech services with company goals by linking IT metrics to business KPIs. These tools help improve collaboration among team members by centralizing communication and then enhance the overall user experience through self-service portals and knowledge bases.

When you use an excellent ITSM tool, you'll boost productivity, cut costs, and ensure your IT services meet your organization's needs.

‍

Top 8 IT Service Management Tools

Below are the best ITSM tools:

1. CloudEagle

‍

CloudEagle is a comprehensive SaaS management and procurement tool with ITSM capabilities. It provides complete SaaS visibility and streamlines software buying and renewals.

CloudEagle handles daily access requests and approvals, a crucial aspect of IT service management.

IT teams can significantly reduce manual workloads and ensure timely access to resources. This tool tackles key challenges like access granting delays, overburdened teams, and deprioritizing critical service requests.

You can streamline the entire access request process by creating multi-step approval workflows, sending Slack notifications, and automatically provisioning access to specific apps.

This structured approach maintains security and compliance while speeding up approvals.

CloudEagle integrates with popular collaboration platforms like Slack to enhance team efficiency and responsiveness and improve your SaaS management workflow.

For example, you can now request app access directly through Slack, eliminating the need for separate portals or emails.

Key Features

App catalog: CloudEagle's employee app catalog helps revamp software access in your organization. It's like a custom app store for your team, making it easy for them to find and request the tools they need.

With a user-friendly interface, employees can quickly search, compare, and ask for access to essential applications. This process helps boost productivity and ensures everyone has the right tools at their fingertips.

App request approvals: Say goodbye to cumbersome ticket-based approvals. CloudEagle's streamlined approval process enables quick decision-making, preventing SLA breaches and enhancing operational efficiency.

You can tailor approval policies to the requirements and compliance standards of your organization. This is to ensure a seamless workflow for different access request types.

Complete SaaS visibility: CloudEagle offers unparalleled visibility into your entire SaaS stack. This comprehensive view lets you track and manage all your SaaS applications effectively.

‍

Image showing cost optimization features of CloudEagle

‍

You'll gain insights into usage patterns, identify redundant applications, and optimize your SaaS investments. To show how effective CloudEagle is, this is a case study involving Heath Ceramics.

Heath Ceramics struggled with SaaS management, lacking visibility and relying on inefficient spreadsheets.

CloudEagle helped solve this by integrating with their SSO and finance systems, providing 100% SaaS visibility and spend data. This enabled Heath Ceramics to make informed decisions, eliminate redundant apps, and optimize IT spend.

Slack integration: CloudEagle's integration with Slack helps you in many ways. Your employees can now request access to the apps they want directly through Slack, meaning separate portals won't be needed.

‍

‍

It also streamlines procurement by offering a single gateway for all purchase requests, from software to hardware.

CloudEagle keeps you on top of renewals by creating dedicated Slack channels weeks before contracts expire. You'll receive timely notifications about app usage, approval statuses, and savings opportunities right in Slack.

This integration gives you the tools to manage your entire SaaS portfolio efficiently, saving time and boosting productivity.

Bypass delayed requests: IT admins gain the power to override stalled requests with CloudEagle.

This feature ensures uninterrupted access provisioning, preventing delays caused by bottlenecks or unforeseen circumstances.

You can also configure workflows for specific roles and departments, automatically provide access to new employees and simplify deprovisioning when they leave, keeping your operations smooth and secure.

Contract management and renewals: CloudEagle simplifies contract management and renewals to ensure you never miss an important deadline.

The platform provides a centralized repository for all your SaaS contracts, complete with renewal dates and key terms. So you will not have to search through emails or folders.

‍

‍

Its AI-powered tool (metadata extraction) helps extract key details from contracts, and you can now use filters to quickly find what you need.

Get reminders 30, 60, and 90 days before renewals, plan better deals and avoid extra costs, manage renewals directly through Slack, stay ahead; and never miss an important deadline.

Here's Pratibha Mehta, Head of Operations at Falkonry recalling her experience of streamlining renewals using CloudEagle:

‍

‍‍

Asset management: CloudEagle helps you keep track of all your SaaS assets, from software licenses to renewal agreements.

With everything in one place, you can make better decisions on resource allocation and upgrades. No more chaos from scattered documents in emails or folders. Stay organized and in control, knowing exactly what you have and when renewals are due.

License management: CloudEagle makes it easy to monitor and control software licenses across your organization. Avoid overspending on unused licenses and ensure compliance with licensing agreements.

The platform’s license reclamation workflows automate identifying and reclaiming underutilized licenses, saving you time and money. Set up auto-deprovisioning rules based on usage thresholds, and the system will automatically flag low-usage applications.

‍

‍

Quickly spot opportunities to reclaim and reassign licenses to active users. With CloudEagle, you can efficiently manage your licenses and achieve recurring savings by adjusting licenses based on usage.

Pros

Comprehensive reporting and analytics: CloudEagle comes with powerful reporting and analytics capabilities. You'll gain deep insights into your IT assets and make well-informed decisions with this.

These data-driven insights help you optimize your SaaS portfolio, identify cost-saving opportunities, and improve overall IT efficiency.

Versatile workflows: The platform offers a wide range of workflows for various IT processes. You'll find workflows for renewals, procurement, license reclamation, and user provisioning.

These workflows automate and streamline your IT operations, reducing manual effort and minimizing errors.

Extensive integrations: With over 500 integrations, CloudEagle ensures all your IT services are accounted for. This wide-ranging connectivity allows you to manage your entire IT ecosystem efficiently.

You'll have a holistic view of your technology sector, making it easier to identify redundancies and optimize your IT infrastructure.

Enhanced security and compliance: CloudEagle helps you maintain robust security and compliance standards.

You can better manage potential security risks and ensure compliance with industry regulations by providing visibility into your SaaS stack and controlling access through streamlined approval processes.

Cost optimization: The platform's comprehensive visibility and analytics enable significant cost savings.

You can easily identify underutilized licenses, eliminate redundant applications, and negotiate better terms during renewals. This approach to SaaS management can lead to substantial cost reductions in your IT budget.

Pricing

Starter - $2000/month
Growth - $3000/month
Enterprise - $4000/month

Rating

G2: 4.7/5

2. ServiceNow

‍

‍

ServiceNow is the powerhouse of IT service management. It offers a comprehensive solution to streamline your IT operations. It tackles everything from incident and change management to asset tracking, automation, and reporting.

If you incorporate ServiceNow into your ITSM strategy, you'll boost efficiency, cut downtime, and keep your IT infrastructure running smoothly.

With its user-friendly interface and customizable features, ServiceNow helps your team to handle IT challenges effectively, ultimately driving your company's success.