Bill Gates once said having advanced technology in the organization would create a risk-free environment. Don’t you think this is true in any business? Today, we will discuss one such tool that has been helping organizations improve their management for so many years, popularly called “ITIL” (Information Technology Infrastructure Library).
In this ITIL guides and tools post, we will discuss the overall workflow of ITIL, industry benefits, application guide, and the tools used.
Here is our list of the best ITIL tools:
- ManageEngine ServiceDesk Plus ManageEngine ServiceDesk Plus streamlines help desk and asset management.
- InvGate Service Desk Helps in the management, analysis, and automation of IT service support.
- Fresh Service Allows users to create tickets and track the progress of problem resolution.
- Spiceworks Allows the company to manage inventories and detect troublesome software on any workstation or server.
- ServiceNow IT Service Management Offers seamless cloud options, easy interaction with legacy apps, and manages and automates assets.
A quick introduction to ITIL
ITIL stands for Information technology infrastructure library that processes the described sets of detailed practices for IT service management or ITSM, which mainly focuses on aligning the services as per the business requirements. In technical terms, we can define ITIL as “a set of best practices for IT service management and also provides guidelines to build quality IT products or offer an effective service”. It also defines the processes, tasks, procedures, and checklists that are not specific to any single organization. They can also be applied to any knowledge management strategies and IT service management.
Currently, we are using the ITIL v3 framework that consists of five important stages of the service life cycle, each one of these stages helps organizations to align their functional strategies.
History of ITIL
In this section, we are going to evaluate the history of ITIL. let’s get started:
Axelos owns ITIL but ITIL predates Axelos. We would like to explain the history of ITIL in brief:
- ITIL was originally developed by the UK government to improve the quality of IT management services and also save some costs. But the original or first version of the ITIL is quite a bit different from the current version that is now owned by Axelos (a non-government entity).
- ITIL has been evolving for many years; the first version of ITIL V1 was adopted by organizations around the world in the 1990s.
- By the year 2000, ITIL had gained its popularity and had become the major framework for Microsoft (MOF) (Microsoft operation framework).
- In 2001, it was upgraded with a newer version of ITIL v2. The main areas it focused on were consistency, eliminations, and duplications, the inclusion of problem management, release management, IT assessment management, service continuity management, and security management.
- In 2007, ITIL v3 was launched and then refined later in 2011 to become an ITIL v3/2011. This version doubled the benefits of previous versions and introduced the ITIL service lifecycle management. These frameworks were introduced in the DevOps application developments and are still widely used.
- In 2019 February, one more upgraded version was introduced, known as ITIL V4. This framework has a lot of differences compared to the previous ITIL V3 version. However one of the major differences is the removal of the service life cycle. ITIL framework focuses more on value creation rather than service delivery.
Core pillars of the ITIL V4
There are various key points in the ITIL V4 that make it more different than other frameworks. But three main pillars that make ITIL V4 more valuable. Let us discuss them one by one;
ITIL change management
In technical terms, ITIL change management can be defined as “the process responsible for controlling all changes, enabling beneficial changes to be made with minimum disruption to IT services.
Change management is nothing but a balancing act between the speed and the inherent risk management associated with any change. The following are the key benefits of Change management:
- This process is used for scheduled changes
- If any Emergency changes required
- Routine changes
- Large changes in the organization
If anyone wants to implement the ITIL change management then need to follow these steps:
Who can and how to submit a request (RFC) for a change, who sits on a CAB (change advisory board), and who is in charge of implementing these changes, and overseeing any changes to execute them.
ITIL incident management
In general, incident management is defined as unplanned interruptions occurring to a service or reductions in service quality. Incidents are usually reported by an end-user via telephone, email, or any IT support portal.
This type of incident mainly affects employees, customers, third-party vendors, or any technology-based services.
In Axelos terms, incident management can be defined as “the practice of minimizing the negative impact of incidents by restoring normal service operations as quickly as possible”.
ITIL problem management
You know the problem and incident are different terms but they are the key pillars in ITIL. In Axelos terms, the ITIL problem can be defined as “a cause, one or more incident, and a problem”. The problem comes from the incident, but the incident never changes its state while describing the problem. The problems are usually identified through the various analysis of the incident records, and other IT service management data.
ITIL dimensions
ITIL is a great platform that supports not only a customer but also a stakeholder. ITIL supports 34+ best practices or strategies and 4 dimensions, let us explain them:
- Organizations and people This dimension is to support the organization’s workforce and to maintain a healthy culture to nourish the workforce.
- Information and technology This dimension helps people to gain proper knowledge in information and technology to take the business to the next level.
- Partners and suppliers This dimension helps organizations to cultivate a good relationship with the suppliers, partners, and vendors to ensure the customer’s satisfaction.
- Value stream and process This dimension helps to bring the different parts of the organization together to establish a coherent, coordinated, support, and workflow process.
ITIL advantages
You might have already got some idea about ITIL, though why not list out a few key benefits of ITIL:
- ITIL offers a controlled infrastructure service
- Improves the decision making
- Helps us to build a correct blueprint or structure of an organization
- ITIL also improves serviceability
- Increased customer satisfaction
- Financial management
Who uses ITIL?
The following are the top IT companies that adopt ITIL in their organization to boost up their business value.
- Disney
- Walmart labs
- The IRS
- Cincinnati children’s hospital
- Newcastle University
- Spotify
Top ITIL Management Tools
Below are the top ITSM tools that support service-level application management and ITIL best practices. As per Gartner, they used these ITIL tools to excel in their workflow-based service management. Let’s get started:
1. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an easy-to-use help desk and asset management software that enables better visibility, faster resolution of tickets, and central control. It ranks among the Top ITSM tools available in the market with excellent features and functionalities.
Key Features:
- Service Level Agreements
- Automated workflow
- On-premises or cloud-based
- Supports custom SLAs and multi-stage approvals
- Configuration management
- SLA management
- Supports availability management features
The leading software troubleshoots faster IT service requests, covers ancillary services offered by MSPs, and manages and monitors clients’ needs and contracts.
Further, it helps analyze the root cause of the problem, minimizes repeat incidents and outages, meets SLA management requirements, and more. The Help Desk system is available to users in three levels – Standard, Professional, and Enterprise. Also, it is compatible with Windows or Linux servers.
Advantages of ManageEngine ServiceDesk Plus
- Provides support to Multiple channels.
- Is a Self Service Portal that offers password security
- Easy and effective help desk and asset management tool.
- Supports Multiple Languages
- Modifiable help desk system
- ManageEngine ServiceDesk Plus is compatible with Linux or Windows Server.
2. InvGate Service Desk
InvGate Service Desk is another popular help desk software app available on the Cloud or as on-premises software. It helps in the management, analysis, and automation of IT service support. The robust and complex features of the software make it a unique choice even for people who lack coding skills.
Key Features:
- Ticket Management
- Multi-department support
- SLA management
- SLA goal monitoring and analysis
- Knowledge base
- Multilingual support
- Change Management
- Asset Tracking
- Document Storage
- Configuration Management
- Automated Routing
- ITIL-compliant
- Alerts/Smart notifications
Its team-based ticket structure enables faster issue resolution by allowing companies to link decision-makers, suppliers, and service departments. InvGate Service Desk is compatible with Windows, Linux, Android, Mac, etc., and supports SLA management.
Advantages of InvGate Service Desk
- The software provides intuitive ticketing processes.
- Supports various gamification tools that help turn issue tracking into an easy process.
- Supports On-premise and cloud-based deployment
- It provides Unparalleled user engagement.
- It allows users to fast-track the ITIL initiatives.
- Seamlessly integrates with InvGate Assets Management
- InvGate Service Desk provides end-to-end automation to all business processes.
- It allows users to analyze multiple aspects of the service performance and improve them.
- The ITIL-compliant ITSM suite is compatible with Windows and macOS
- InvGate Service Desk is compatible with Windows, Linux, Android, macOS, etc.
3. Freshservice
Freshservice is an easy-to-install cloud-based system management tool that runs on autopilot and requires less maintenance. It is a self-service portal with a knowledge base, customizable ticketing system, asset discovery, and flexible pricing plans. It allows users to create tickets and track the progress of problem resolution.
Key Features:
- Supports SLA Management
- Asset and Advanced Reporting
- Contract Management
- IP Whitelisting
- Change Management
- Incident Management
- Problem Management
- Rapid Deployment
- Supports no-code workflows and powerful automation
- Integrated Service Channels
- API configurations
- Context-Driven Analytics
The tool also supports other features such as vendor management, problem management, incident management, change, and release management. It allows users to automate all routine tasks, examine the root cause, and discover the best solutions for each query. Another competitive edge of this tool is it requires zero maintenance to keep the data secure.
Advantages of Freshservice
- 24/7 Access to support
- Supports multiple languages
- The robust IT support and ticketing system operates through several channels
- Automates Incident Management
- Performs analysis and tracks issues
- Freshservice is an affordable ITSM Tool
- It is a 24/7 self-service portal that helps track and manages all assets
- Reliable incident management
- It comprises an integrated billing system
- It helps reduce inbound tickets
4. Spiceworks
Founded in 2006, Spiceworks has now become a top network monitoring and help desk solution for IT departments. It allows the company to manage inventories and detect troublesome software on any workstation or server.
Key Features:
- Inventory Management
- Incident Monitoring
- Ticket Management
- Self-service portal
- Contract Tracking
- Supports Software Tracking
- Integrates with the Active Directory
- Scheduled Scans
Spiceworks is a customer support solution that helps IT professionals to address work-related issues, track progress, and provide insights to improve the infrastructure. Further, it helps companies manage user tickets and streamline the workflow.
It is another trusted IT help desk solution that is cloud-based and compatible with Android and iOS devices. Further, Spiceworks provides omnichannel customer support and seamless integration with Active Directory. If you are looking for software specifically designed for IT pros, look no further.
Advantages of Spiceworks
- It has technical forums to provide complete support to users.
- The tool offers market insights for better performance.
- Spiceworks helps in inventory management
- Monitors and tracks IT tasks and incidents
- It helps discover all troublesome and unwanted software
- Users can generate custom reports using Spiceworks.
- Spiceworks is compatible with all Android and iOS devices.
- Offers omnichannel customer support
- Spiceworks seamlessly integrates with Active Directory
5. ServiceNow
ServiceNow is an ITSM tool that offers seamless cloud options, and easy interaction with legacy apps and manages and automates assets. It has an intuitive user interface that helps create codeless workflows.
Key Features:
- Incident Management
- Offers knowledge base
- Release Management
- Problem Management
- Change Management
- Custom automation tools
- Integration capabilities
- Supports predictive analytics
- Generates Insightful reports
- Offers built-in plugins for customer support
- Customer Service Management
Unlike Fresh Service and Manage Engine Service Desk, the tool manages operations differently and focuses on MSPs track costs, tickets, and technical issues. It offers unique features, like user guidance, a traffic-based system for mapping business services, etc. ServiceNow also aids in asset management and assisting security operations.
It involves incident management, change management, problem management, release, and request management. Furthermore, it comprises various inbuilt plugins that help offer support to the customers.
Advantages of ServiceNow
- ServiceNow focuses on MSPs tracking costs, tickets, and technical issues.
- Streamlines ticket completion using automated workflow
- Minimizes delays and disruptions
- Offers real-time visibility
- Automate workflows and improve IT productivity
- ServiceNow is an easy-to-use ITSM tool that helps scale business operations.
- Eliminates costs by consolidating all legacy apps
- It helps generate insights and aid in improved business decisions.
- ServiceNow helps manage tasks efficiently.
- Reduces downtime and service outages
Final Words
ITIL is a popular type of ITSM (information technology service management) that has been used in organizations for administration, monitoring business operations, managing the services, and also solving issues. This tool was first launched by the UK government to fulfill the demands that IT requires. Now ITIL, owned by Axelos, adds business value to every enterprise to boost up their services and fulfill customer demands. What will you learn from this ITIL guide and tools post? You will be enhancing your skill sets from basic level to advanced level which also enables you to master the overall concepts in ITIL. This post might help a few of you who are looking to take some sort of ITIL certification exam and also help them to get into their dream companies. This post explains the foundation-level concepts, stay tuned for more posts.
