IT Service Support Management Tools

IT Service Support Management Tools (ITSSM Tools)

 " ITSSM Tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. ITSSM tools can leverage a business view of IT services, enabling the IT support organization to better prioritize and quickly resolve or escalate issues and problems, and improve root cause isolation. " - Gartner 

Ticketing Tools

Ticketing tools provides a way to track customer problems whether they report them by telephone, Internet, e-mail, in person at the ITS Information Technology Response Center (ITRC) or at one of the other campus technical support centers. 

For instance :- ServiceNow,BMC, Computer Associates, IBM, and Hewlett-Packard.

Third Party Software Tools 

Third party software is needed to purchase these software and fully GUI(Graphical user interface), which is developed by Third Party Software Developers. It is used for to log the issues/Problem as a ticket in tool. When the end user/client is using our application/anything is if he facing/find any problem client/user will raise the ticket and assigned to support team to resolve and gives the complete description about that issue. Support team will analyse and fix the problem and inform to client/user.

Ticketing Tools system is a incident management tool.This is a tool is frontend of huge database of incidents( tickets). In support organization report troubles(issues) or few troubles can be reported automatically through traps. These troubles or issues are reported through applications. 

 Its recorded as a "ticketing tools." The ticket is tracked in the Request For Service problem tracking system (UNC-CH PTR) until it is resolved. (i.e. a problem with their computer hardware or software),

ServiceNow is a platform-as-a-service (PaaS) provider of Service Management (SM) software for the entire enterprise.ServiceNow specializes in delivering ITSM applications and thus competes with BMC, Computer Associates, IBM, and Hewlett-Packard. It also provides a platform for forms-based workflow application development and thus competes with SaaS/PaaS providers such as Salesforce.com's Force.com offering. 

ICE(Integrated Customer Experience) & SNOW are such application which is developed by ServiceNow.

Remedy is one such application which is developed by BMC software. These trouble tickets or incidents are managed by the company who owns the database or can also be accessed by the customer to get the status update or provide feedback. This tool can be effectively used to download data from database for problem management and incident management.