IT service management (ITSM) includes a variety of aspects of IT businesses, such as plan, design, delivery, support, and infrastructure of information technology services. The process is bit brain racking and intense. This calls for a software tool to implement the ITSM process. Most often these software tools are developed and are combined together to form a suite or package to address all the ITSM processes.
ITSM is related to ITIL(Information Technology Infrastructure Library) which is a authenticated publication of the UK Cabinet Office. The latest is the 2011 version of ITIL which is revised from the 2007 ITIL version. ITIL groups IT business process categorizes includes service design, service operation, service strategy and most of all Continual Service Improvement
ITIL brings in essential documents for better management decisions and ITSM tools enables implementation of guidelines per business requirements