What Are The Best Tools For Implementing ITIL?
The Information Technology Infrastructure Library (ITIL) is the most commonly adopted and widely used approach for IT Service Management. ITIL aligns information technology services with the needs of the enterprise. Having a long-term ITIL roadmap helps improve the organization’s process and also helps prioritize the improvements required in order of their importance and impact. Before implementing and establishing an ITIL culture, an organization has to be prepared to avoid internal debates and deadlocks. When ITIL practices are embraced in the best possible way, it goes a long way in benefiting the business in several ways too.
In this article, we explore the top tools and software to implement ITIL effectively for an organization.
ITIL Service Operations
The adoption and implementation of ITIL methodology revolves around continuous improvement of ITIL service operation, which requires extensive work in the following areas:
- Incident Management
- Problem Management
- Request Fulfilment
- Access Management
- Event Management
Below
are the tools that focus on software that supports ITIL service operation:
Freshservice – Freshservice is a cloud-based system management tool suitable for both IT departments and managed service providers. They offer a range of services to standardize processes in a modern and efficient manner. They offer four pricing plans to choose from i.e. Blossom, Garden, Estate and Forest. They offer a free trial period of 21 days and provide a feature-rich IT solution to manage incidents, assets, etc.
Additional Features:
Supports multiple ways to raise a ticket.
Offers a user-friendly platform with several services for multiple departments within an organization
·
Supports knowledge management
features
ServiceNow – ServiceNow aggregates IT services into a single cloud-based platform. It offers a user-friendly platform and easy interactions with legacy apps for users. Amongst other features, it also specializes in knowledge management and problem management features which proactively avoid future disruptions.
Additional Features:
Features enterprise onboarding and transitions which automates onboarding and employee life cycle in an enterprise. It also features performance analytics to assist in an employee lifecycle in an organization.
Spiceworks – Spiceworks specializes in software for various IT departments such as service desk, inventory and network monitoring. It supports an ad-free version that is perfect for a trial run.
Spiceworks automatically updates all your software and detects any unwanted software on Windows and Mac servers.
Cherwell – Cherwell offers a modern choice and platform for ITSM with an efficient and easy to implement support process. Cherwell provides an easy to run SaaS solution and helps in managing the lifecycle of hardware and software assets supported by the service desk.
Additional Features:
Cherwell provides features of Change management along with incident and request management features.
BMC Remedy – BMC offers an intelligent, tech-enabled system to assist an organization in becoming a digital enterprise. The smart system drives automation through every facet of the business offering proactive incident matching capabilities.
Additional Features:
BMC Remedy also provides Chatbot facility which can be extended to Skype, SMS and Slackbot.
