IT Service Management Tooling

IT Service Management Tooling

Organisations regularly approach Pink Elephant seeking guidance concerning emerging trends and technologies regarding ITSM tools.  Such guidance enables the analysis of existing practices within organisations and associated strategy development.

Topical areas of consideration include:

  • ITSM Tool Market Background.
  • ITSM Tool Sourcing Models.
  • Service Desk knowledge tooling.
  • How-do-I tooling/portal for the end user.
  • User password reset tool (avoiding calls to Service Desk).
  • Online incident creation tool for end users.

Objective & Scope of this Report

The objective of this report is to provide organisations with high-level guidance on emerging technologies and trends concerning Service Management tools with specific regard to the areas identified above.

The nature of this review invariably discusses ITSM tools, vendors and their products.  However its focus is on the emerging technologies and trends that influence or are created by such solutions and the report is not intended to recommend the solutions of one such vendor over another.  This principle also aligns with Pink Elephant’s ethos of being vendor agnostic.

Report Methodology & Approach

Information has been analysed from multiple sources, such as:

  • Proprietary Pink Elephant resources
  • IT Service Management Forum (ITSMF)
  • British Computer Society (BCS)
  • Service Desk Institute (SDI)
  • Research Organisations
  • ITSM Tool vendors
  • Industry journals
  • Academic research

Sources of information have been cited and where available substantiated with quantifiable data.  The analysis identified common themes that are discussed in the following four chapters:

  • ITSM Tooling
  • ITSM Tool Market Background
  • ITSM Tool Market Landscape – Vendors
  • ITSM Tool Market Landscape – Open Source
  • ITSM Tool Delivery Options – Software as a Service
  • ITSM Tool Future Trends


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Kate Hamblin

Senior ITSM Consultant +44 0118 324 0620