Best ITSM Tools for IT Service Management

Estimated reading time: 9 minutes

IT service management (ITSM) is at the heart of modern business performance. In a world where technology evolves rapidly, organizations must not only adapt to new trends, but also optimize their processes to stay competitive.

This article explains why ITSM matters, how to select the right ITSM solution, compares leading ITSM tools on the market, and highlights how Aramex transformed its IT management thanks to Freshservice.

Understanding ITSM and what’s at stake

What is ITSM and what does it involve?

ITSM (Information Technology Service Management) is a strategic approach designed to align IT services with the specific needs of the business. Unlike purely technical IT operations, ITSM focuses on delivering value to users and customers through well-defined processes and recognized best practices.

ITSM covers the entire lifecycle of IT services—planning, design, transition, operation, and continual improvement. This approach helps organizations deliver high-quality IT services while optimizing costs and improving user satisfaction.

Key IT Service Management processes in a company

IT service management includes several key processes, often based on frameworks such as ITIL (Information Technology Infrastructure Library). Core ITSM processes typically include:

• Incident Management: Respond quickly to service interruptions to minimize business impact. The goal is to restore normal service as quickly as possible.
• Problem Management: Identify and resolve the root causes of recurring incidents to prevent them from happening again.
• Change Management: Control and manage changes to IT infrastructure to reduce the risks of errors and service disruptions.
• Configuration and Asset Management: Track and manage IT assets (hardware, software, licenses) to optimize usage and ensure compliance.
• Request Management: Efficiently handle user requests, whether service requests or information requests.
• Capacity Management: Ensure IT resources are sized to meet current and future business needs.
• Service Continuity Management: Plan and prepare solutions to maintain or restore services in case of a major incident or disaster.

What are the main objectives of IT Service Management?

ITSM has multiple objectives:

• Improve service quality: Standardized processes enable consistent, reliable delivery.
• Increase user and customer satisfaction: Efficient IT service management improves the user experience, driving satisfaction and loyalty.
• Optimize costs: Streamlined processes and better resource allocation reduce operational expenses.
• Align IT with business goals: ITSM ensures IT services directly support strategic objectives.
• Improve productivity: Automation and reduced downtime allow teams to focus on higher-value work.
  

Criteria for choosing an ITSM tool

Essential features of an ITSM tool for a company

Choosing the right ITSM solution is critical to achieving the objectives above. Key features to consider include:

• Ticketing management: A robust system to log, track, and manage incidents and requests. It should enable automatic ticket assignment, real-time tracking, and stakeholder notifications.
• Knowledge base (K-base): An integrated knowledge base helps users resolve common issues independently, reducing service desk workload.
• Process automation: Automation for repetitive tasks such as ticket escalation, standard responses, and workflow management.
• Asset management: Integrated IT asset tracking for hardware, software, and licenses.
• Reporting and analytics: Advanced reporting to analyze performance, identify trends, and support decision-making.
• Intuitive user interface: A user-friendly experience accelerates adoption and reduces training requirements.
• Integrations: Integration with other systems (CRM, ERP, monitoring tools) for a holistic view of operations.
• ITIL alignment: Alignment with ITIL helps ensure the tool follows widely recognized industry standards.
  

How can ITSM software help companies manage IT incidents?

ITSM software provides a centralized platform to manage IT incidents efficiently:

• Fast incident logging: Incidents can be reported via multiple channels (email, web portal, phone) and captured automatically.
• Prioritization and assignment: Incidents are prioritized and assigned to the right teams/technicians based on expertise and availability.
• Real-time tracking: Teams track incident status in real time, improving communication and user updates.
• Collaborative resolution: Tools support collaboration across departments for complex incidents.
• Automation: Responses to common incidents can be automated, speeding resolution and reducing workload.
• History and analysis: A complete history helps identify trends and implement preventive measures.

What are the criteria for evaluating ITSM tools available on the market?

When evaluating ITSM solutions, organizations should consider:

• Adaptability to specific needs: The tool should match your requirements and support customization.
• Total cost of ownership: Licenses, implementation, training, maintenance, and long-term scaling costs.
• Ease of implementation: Smooth deployment minimizes disruption.
• Vendor support: A provider that offers responsive support and high-quality enablement resources.
• Vendor reputation: Strong market presence and positive customer feedback.
• Security and compliance: Alignment with security standards and relevant regulations.
• Scalability: Ability to evolve with the business (more users, more processes, broader scope).

The best ITSM software solutions on the market

Overview of different ITSM software solutions available

The ITSM tools market is rich and varied. Here is a non-exhaustive list of widely used ITSM solutions:

• Freshservice: A modern cloud solution known for ease of use and an intuitive interface. It offers a full range of ITSM capabilities aligned with ITIL.
• ServiceNow: A powerful platform for large enterprises, offering extensive ITSM capabilities and beyond.
• Zendesk: Primarily customer-support focused, with ITSM features for organizations seeking a versatile solution.
• Jira Service Management: A Jira extension for IT and DevOps teams, well-suited to agile environments.
• BMC Helix ITSM: A comprehensive solution offering advanced IT service management features.
• ManageEngine ServiceDesk Plus: A complete tool combining ITSM and IT asset management.

Comparison of Most Used Tools in ITSM Service Management

Freshservice

• Advantages :
  • Modern, intuitive UI that supports rapid adoption.
  • ITIL-aligned capabilities covering key ITSM processes.
  • Advanced automation, including AI to support ticket management.
  • SaaS model (Software as a Service), eliminating the need for on-prem infrastructure.
  • Strong customer support and an active community.
• Disadvantages :
  • Maybe less suited to very large enterprises with extremely complex requirements.

ServiceNow

• Advantages :
  • Broad feature set, including HR service delivery, customer service, and more.
  • Highly configurable to meet specific needs.
• Disadvantages:
  • Higher cost, which can be prohibitive for small and mid-sized organizations.
  • Steeper learning curve due to platform complexity..

Zendesk

• Advantages:
  • Strong customer support platform with ITSM features.
  • User-friendly and easy to use.
• Disadvantages:
  • Less focused on deep ITSM processes.
  • May require add-ons for full ITSM coverage.

Jira Service Management

• Advantages:
  • Seamless integration with Jira Software, ideal for development teams.
  • Agile service management approach suited to DevOps environments.
• Disadvantages:
  • Can be complex for non-technical teams.
  • Requires thorough initial configuration.

Case Study: how Freshservice helped Aramex

Challenges faced by Aramex with traditional ITSM systems

Aramex is a global leader in transport and logistics, operating in more than 65 countries. Before adopting Freshservice, Aramex faced several challenges:

• Inefficient legacy systems: Previous ITSM tools were outdated, lacked modern features, and didn’t scale with the organization.
• Manual processes: Many tasks were performed manually, leading to errors, delays, and inefficiency.
• Limited visibility: Lack of visibility into incidents and problems made it difficult to identify trends and improvement areas.
• High costs: Maintaining and supporting legacy systems was expensive without delivering meaningful value.

Aramex’s transformation thanks to Freshservice

To address these challenges, Aramex migrated to Freshservice to modernize IT service management.

Results of the Freshservice rollout:

• 35% reduction in ticket resolution time: Automation and efficient ticket handling significantly improved response and resolution speed.
• $56,000 in savings: Process optimization and reduced legacy costs delivered measurable savings.
• Improved operational efficiency: IT teams focused more on strategic work, less on administration.
• Higher user satisfaction: Employees benefited from faster, more effective support, improving productivity.
  

Key Freshservice Features Used by Aramex

• Ticket merging: Grouping similar tickets reduced duplicates and streamlined incident handling.
• K-base articles: A user-facing knowledge base reduced ticket volumes through self-service.
• User-friendly interface: Faster adoption with less training overhead.
• Workflow automation: Reduced human error and accelerated operations.
  

Lessons Learned from Aramex’s Success

Aramex demonstrates that modern ITSM solutions can materially improve performance. Key takeaways include:

• Fit matters: Choose an ITSM tool aligned with your real operational needs.
• Invest in modern technology: Cloud solutions like Freshservice provide stronger flexibility and scalability.
• User focus: Improving user experience is essential to drive satisfaction and productivity.
  

The importance of ITSM in transport and logistics sectors

Sector-specific challenges

Transport and logistics face unique IT service management challenges:

• 24/7 operations: Services must be available continuously to support global operations.
• System complexity: Multiple systems to integrate (shipping, customs, tracking, etc.).
• Mobility: Field teams need mobile access to systems and support.
• Security: Protect sensitive customer data and comply with international regulations.
  

How ITSM tools help improve a company’s IT Service quality

Modern ITSM tools address these challenges by enabling:

• Higher availability: Effective incident and problem management reduces downtime.
• System integration: Tools like Freshservice integrate with other applications, enabling a unified operational view.
• Mobile access: Mobile apps enable employees to access IT services wherever they are.
• Stronger security: ITSM platforms include security features designed to protect data..
  

Benefits of a Modern ITSM Tool for Companies

How ITSM Tools Help Companies Manage IT Incidents

A modern ITSM solution provides:

• Responsiveness: Faster incident handling through automation and real-time notifications.
• Efficiency: Standardized processes reduce errors and improve consistency.
• Transparency: Dashboards and reports provide visibility into performance and improvement areas.
• Collaboration: Teams work together more effectively through integrated communication features.

How ITSM tools help improve a company’s IT service quality

• Continual improvement: Analytics and feedback loops support ongoing process refinement.
• Customer satisfaction: Higher service quality improves satisfaction and loyalty.
• Innovation: Automation frees capacity for higher-impact projects and continuous improvement initiatives.
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Conclusion

IT service management is a critical capability for any organization aiming to succeed in today’s competitive environment. Choosing the right ITSM solution—such as Freshservice—can transform how a company manages IT services, delivering measurable improvements in operational efficiency, user satisfaction, and financial outcomes.

The Aramex case clearly illustrates the value of modern ITSM tools. By adopting Freshservice, Aramex not only resolved current challenges, but also created a foundation for future growth and continuous innovation.

Organizations of all sizes and sectors should regularly assess their ITSM tools and processes. With many ITSM solutions available on the market, it is possible to select software that aligns with the specific needs of each organization.

How SMC consulting can help you

SMC Consulting supports clients with expert guidance for migration and integration of ITSM software solutions. With 25+ years of experience, we help organizations accelerate digital transformation and automate service management processes. As a partner, we help you get the most value from your ITSM solutions—across Belgium, France, Luxembourg, and Switzerland.

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