ITSM stands for Information Technology Service Management. It is a set of processes, policies, and procedures for managing and delivering IT services to meet the needs of an organization. ITSM focuses on aligning IT services with business needs and delivering value to customers through the effective use of technology.
Top 10 ITSM tools:
ServiceNow – A cloud-based platform that offers IT service management, IT operations management, and IT business management.
Jira Service Management – A service desk solution that enables teams to manage incidents, service requests, and change management.
BMC Helix ITSM – A platform that combines IT service management, IT operations management, and IT automation to manage and deliver IT services.
Freshservice – A cloud-based service desk and IT service management solution that automates routine tasks and streamlines workflows.
Cherwell Service Management – A flexible IT service management platform that offers features such as incident management, problem management, and change management.
Zendesk – A customer service and engagement platform that includes a service desk for IT service management.
SolarWinds Service Desk – A cloud-based IT service management platform that offers incident management, problem management, and change management.
Ivanti Service Manager – A comprehensive IT service management platform that includes incident management, problem management, and change management.
ManageEngine ServiceDesk Plus – A cloud-based IT service management solution that offers features such as incident management, problem management, and change management.
Axios Assyst – An IT service management platform that offers incident management, problem management, and change management.
Four ITSM tools that have been around for a while:
BMC Remedy – One of the earliest ITSM tools, BMC Remedy has been around since the 1990s and is still widely used today.
HP Service Manager – First released in 1994, HP Service Manager has a long history in the ITSM space and is still popular in many organizations.
CA Service Desk Manager – Formerly known as CA Service Desk, this tool has been around since the early 2000s and is used by many large enterprises.
IBM Control Desk – IBM Control Desk, formerly known as Tivoli Service Request Manager, has been around since the early 2000s and is used by many organizations for IT service management.
Three new players in the ITSM space:
SysAid – A cloud-based ITSM solution that includes features such as incident management, problem management, and change management, as well as asset management and service desk capabilities.
Freshworks ITSM – A cloud-based ITSM tool that includes incident management, problem management, change management, and service desk capabilities, as well as built-in IT asset management.
OpsRamp – A cloud-based IT operations management platform that includes ITSM capabilities such as incident management, problem management, and change management, as well as monitoring and automation features.
ServiceNow, BMC, Freshservice, and Atlassian are four of the leading IT service management (ITSM) software providers in the market today. While all four solutions offer comprehensive ITSM functionality, there are some key differences to consider when choosing between them.
ServiceNow
ServiceNow is a cloud-based ITSM solution that offers a comprehensive suite of tools for incident management, problem management, change management, asset management, and more. ServiceNow also offers a range of other products, such as ServiceNow HR Service Delivery and ServiceNow Security Operations.
One of the biggest advantages of ServiceNow is its ease of use and intuitive interface. The platform is designed to be user-friendly, with a simple, modern interface that is easy to navigate. ServiceNow’s platform also offers a wide range of integrations with other systems, such as Salesforce and Workday. ServiceNow’s pricing can be more expensive compared to other solutions, but the company offers flexible pricing options based on the number of users and features required.
BMC
BMC the global leader in software solutions for IT (PRNewsFoto/BMC)
BMC is another cloud-based ITSM solution that provides a comprehensive suite of tools for incident management, problem management, change management, and asset management. BMC also offers a range of other products and solutions, such as BMC Helix Discovery, BMC Helix Operations Management, and BMC Helix Cloud Security.
BMC’s product offerings are known for their robustness and scalability. The company’s flagship product, BMC Helix ITSM, provides a comprehensive suite of ITSM features that can be customized to meet the needs of different organizations. BMC also offers a flexible pricing model that allows for different pricing options based on the product and licensing requirements.
Freshworks – Freshservice
Freshservice is a cloud-based ITSM solution that offers features for IT service desk management, incident management, change management, asset management, and more. The platform is known for its ease of use and intuitive interface, which makes it easy for new users to get started quickly. Freshservice also offers a range of integrations with other systems, such as G Suite and Slack.
Freshservice’s pricing is flexible and competitive, making it an attractive option for small and mid-sized businesses. The company also offers a range of support options, including 24/7 phone and email support.
Atlassian
Atlassian is a leading provider of software development and collaboration tools, with a range of products that include JIRA, Confluence, Bitbucket, and Trello. While Atlassian’s products are primarily focused on software development, the company also offers JIRA Service Desk, a cloud-based ITSM solution that provides features for incident management, problem management, change management, and asset management.
One of the biggest advantages of Atlassian’s products is their flexibility and customization capabilities. Atlassian’s products are highly customizable, with a range of integrations and add-ons available to meet the specific needs of different organizations. Atlassian’s pricing is also competitive, with a range of pricing options available based on the product and licensing requirements.
Comparison
When comparing ServiceNow, BMC, Freshservice, and Atlassian, there are some key factors to consider.
Ease of Use: ServiceNow and Freshservice are both known for their ease of use and intuitive interfaces. BMC’s products can be more complex and require more training to use effectively, while Atlassian’s products are highly customizable but can also require more setup and configuration.
Product Offerings: ServiceNow and BMC offer a more comprehensive suite of ITSM tools, while Freshservice and Atlassian are more focused on IT service desk management. Atlassian’s products are primarily focused on software development, with JIRA Service Desk as an add-on for ITSM functionality.
Integration: ServiceNow and Atlassian offer a wide range of integrations with other systems, while BMC and Freshservice offer more limited integration capabilities.
Pricing: Freshservice’s pricing is competitive and flexible, with a range of pricing options available based on the number of users and features required. ServiceNow and BMC can be more expensive but offer more comprehensive feature sets and scalability options.
Customization: Atlassian’s products are highly customizable, with a range of integrations and add-ons available. ServiceNow and BMC also offer customization capabilities but can require more technical expertise to implement. Freshservice’s customization options are more limited compared to the other three solutions.
Support: ServiceNow, BMC, and Freshservice offer a range of support options, including 24/7 phone and email support. Atlassian’s support options are more limited, with email and community support available.
Choosing between ServiceNow, BMC, Freshservice, and Atlassian will depend on the specific needs and requirements of your organization. If you require a comprehensive suite of ITSM tools with scalability and customization options, ServiceNow and BMC may be the best options. If you are a small or mid-sized business with more limited needs, Freshservice’s competitive pricing and ease of use may be the best fit. And if you are primarily focused on software development and require ITSM functionality as an add-on, Atlassian’s JIRA Service Desk may be the best option.
The biggest competitors for ServiceNow, BMC, Freshworks, and Atlassian depend on the specific product or service they offer. Here are some of the main competitors for each company:
ServiceNOW:
ServiceNOW’s main competitors are other IT service management software companies such as BMC, Cherwell, Ivanti, and ServiceDesk Plus.
BMC:
BMC competes with companies that provide IT service management software, such as ServiceNOW, Ivanti, Cherwell, and Micro Focus.
Freshworks:
Freshworks faces competition from other customer relationship management software providers such as Salesforce, Hubspot, Zoho, and Microsoft Dynamics.
Atlassian:
Atlassian competes with other companies that provide project management and collaboration tools, such as Microsoft Teams, Asana, Slack, Trello, and Monday.com.
It’s important to note that the competitive landscape is constantly evolving, and there may be other emerging competitors that could impact these companies in the future.
Based on research and employee reviews, here are some insights into the work culture of these companies:
ServiceNow is known for its positive work culture, with a focus on collaboration and inclusivity. The company values innovation and encourages employees to think creatively and take risks. ServiceNow has also been recognized for its strong commitment to corporate social responsibility and employee volunteerism.
BMC has a strong focus on innovation and collaboration, with a culture that encourages employees to take ownership of their work and develop their skills. The company also values diversity and inclusivity, with a range of employee resource groups and programs in place to support underrepresented groups.
Freshworks has a positive work culture that emphasizes transparency, teamwork, and work-life balance. The company values innovation and encourages employees to think outside the box and take risks. Freshworks has also been recognized for its commitment to employee wellness, with programs and resources in place to support employee health and well-being.
Atlassian is known for its unique work culture, which is based on the company’s values of openness, courage, and playfulness. The company encourages employees to experiment and take risks, with a focus on continuous learning and development. Atlassian also values diversity and inclusivity, with a range of programs and initiatives in place to support underrepresented groups.
Each of these companies has a positive work culture that values collaboration, innovation, and inclusivity. However, the specific work culture that you would experience will depend on the team you work with, your job role, and your own personal experience. It’s always a good idea to research the company and talk to current or former employees to get a better sense of the work culture before pursuing a career with any company.