ITSMTools

ITSMTools is a software suite intended to support IT service management activities within organizations. It provides a set of interrelated modules to automate and manage core ITSM processes, aligning with ITIL best practices. The term ITSMTools is sometimes used generically to describe tools that implement ITSM workflows rather than a single product.

Core components typically include incident management, problem management, change management, service request fulfillment, configuration management database (CMDB), asset management, knowledge management, service catalog, and reporting. The platform generally offers ticketing, SLA tracking, workflows, and API integrations with monitoring systems, asset inventories, identity providers, and automation tools. It supports role-based access, audit trails, and compliance controls, with a focus on customizable workflows, data models, and forms to fit organizational processes.

Deployment models vary, with options for on-premises, cloud, or hybrid configurations. ITSMTools is used by service desks, IT operations, and governance teams to track issues, manage changes, and maintain configuration data. The modular design allows organizations to adopt only the needed components and to scale as needs evolve.

In historical context, ITSMTools-style suites reflect the evolution of ITIL-guided tooling toward integrated platforms that combine incident, problem, change, and asset management with automation and analytics. As organizations increasingly rely on automation and data-driven decision making, these toolsets emphasize accurate CMDB data, workflow automation, and operational visibility.

See also: ITIL, service desk, CMDB, change management, incident management, asset management.