ITSM Overview

IT service management tools at a high level are a system to manage the workflow of everything from handling IT incidents, managing service requests, enacting changes and overall just an easy way to deal with the plethora of problems that filter through to your IT operations team. It helps your service desk stay apprised to all the issues that come your way, keeping both your employees and if applicable customers have happy (and efficient) as possible. ITSM ticketing tools, specifically, are great for customer facing service tickets, as it they really put a focus on streamlining the ticketing workflow, to ensure a great experience whenever possible.

Help desk ticketing tools

Customer support is an often overlooked, yet increasingly critical aspect of any organization looking to separate from the pack no matter what industry they’re in. Finding a ticketing tool that makes your ticket tracking automated and helps ease the solving of customer support tickets can really set it apart and make your life easier. Combing important assets such as on-prem information, information systems, third party applications, self-service ticketing and workflow management all in the same intuitive, easy to use dashboard can help you and your support desk team remain at optimal efficiency.

Ticketing tools features

Macros are a feature that can help you quickly respond to issues you see often, with standard responses and actions that are preset. By having customized macros setup and in place, you can set in motion the appropriate actions every time you get one of those more common service requests. Custom views are another feature that lets your team see certain things, such as ticket status, assigned group, certain operational silos or other conditions, based on their role and need to see. Custom views will also allow you to set rules based on job code, so employees see only what they are allowed to. Another feature to consider in your search for ITSM ticketing tools, is customizable and dynamic customer support request forms. This will allow your help desk team to quickly obtain the right context when a ticket comes in, making their life easier and job more efficient. Many times, the more information the employee can get up front, the faster they will be able to respond to ultimately solve for the issue at hand. Having a ticketing tool that can schedule your company’s business hours, is an also a common feature that will make your life easier. This way, you can automatically coordinate your departments efforts, track time, and ensure the tickets are pushed to the right places at the right time.

ITSM Service Desk

Within the overall hierarchy of ITSM, is the Service Desk. It a Single Point of Contact (SPOC), which helps the communication flow between the end user and your IT operation staff. This ultimately benefits both the customer and company and is a great catalyst for ensuring all issues and malfunctions in a system or business are addressed efficiently and quickly. An ITSM Service Desk, similar to ITSM ticket tools, are all a part of an ITSM Suite which help link incident, service request, problem, change records, login requests and other configuration tasks together.

ITSM Trials

Whether you are considering one of the many ITSM Suite tools, or a software of another time, you should always look to see if a free trial version of the software the software is available. This will not only let you see if the tool can mesh with your suite of other tools, but also allow you and your team to get a feel of the tool before you acquire it officially.

RightITnow ECM tightly integrated with ITSM systems

RightITnow ECM is a Web 2.0 Manager of Managers (MoM) solution providing multi-source event correlation software, optimizing IT Operations processes and supporting predictable SLA-based services.
RightITnow ECM dramatically simplifies the management of IT operations by:

• Streamlining the volume of IT events coming from multiple sources such as Solarwinds, MS SCOM 2012/2016, Nagios, VMware, Syslog, SNMP Traps and more.
  build your own event Connector using our REST API
• Displaying Operational and Historical Dashboards with a comprehensive view of your Data center Health and your staff workload.
• Providing Extensive workflow options to match your IT business practices
• Bridging the gap between IT operations and the service helpdesk offering tight integration with ServiceNow, Zendesk, BMC Remedy, JIRA, Salesforce Service Cloud, ManageEngine and more.

Using event, entity and topology collection; correlation rules; and a library of configurable internal and external actions, RightITnow ECM makes it easy to automate IT operations processes. For example, with RightITnow ECM you can automatically escalate certain alerts to an ITSM system for incident (trouble ticket) creation. RightITnow ECM can be configured for closed-loop removal of alerts when linked incidents or trouble tickets are ‘closed’ in the underlying ITSM system. RightITnow ECM’s bi-directional automation of the event-to-alert-to-incident process plays a key role in optimizing IT operations and streamlining costs.