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Top 8 IT Asset Management Tools

ServiceNowDevice42IFS ApplicationsFreshserviceBMC Helix DiscoverySpiceworksManageEngine IT360Qualys Asset Inventory
  1. leader badge
    For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.There are many expansions available.
  2. The pricing is reasonable.The solution's automatic IT asset discovery and inventory functionality are top-notch. The thing I like is that it's open-source. If I need to change them — and they've given me links on GitHub to have them — I can go and change them to pull exactly what I want, as frequently as I want.
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  4. The best feature is the maintenance module, which is essentially an industry-specific workflow designed with a manufacturing module as per industry standards. It's very precise and specific without having complex functionalities. It's straightforward. Field Service Management is definitely a wonderful product that IFS has developed because it caters to field services. The energy and utility sectors can answer their business needs using the software.
  5. The overall functionality of the product is excellent.We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system.
  6. A valuable feature concerns the ability to integrate with different solutions. BMC provides great support. As managed service support, they are gold.
  7. Spiceworks is generic and free. It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status.
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  9. It is easy to identify and collect information from all of the nodes on the network.The technical support is good.
  10. It gives a very good overview of the inventory assessment process, and it can be accessed across our company because it's a global tool.

IT Asset Management Articles

Shibu Babuchandran
Regional Manager/ Service Delivery at ASPL Info Services
Aug 14 2021
Future of ITSM: Trends and Predictions At the beginning of 2020, we made some predictions about the future of ITSM. Of course, there are some things that no one could have ever predicted this year – for example, there was no way to predict the global pandemic and the rapid-fire adoption of… (more)

Future of ITSM: Trends and Predictions

At the beginning of 2020, we made some predictions about the future of ITSM. Of course, there are some things that no one could have ever predicted this year – for example, there was no way to predict the global pandemic and the rapid-fire adoption of digital transformation that followed. However, these often-intense changes, have created a bright future full of opportunity for IT teams across the world.

The future of ITSM is bright, as is the future of digital transformation. Here we have some predictions of upcoming ITSM trends to watch.

What is ITSM

Before we dive into the future of IT service, it is important that we are on the same page as to what ITSM is and what it encompasses.

ITSM is often a catch-all term for the processes of the IT team. The formal definition of ITSM by Axelos is “The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.”

In other words, ITSM refers to the entirety of activities directed by policies, organized and structured in processes and supporting procedures, that are performed by an organization to design, plan, deliver, operate and control information technology services offered to customers.

ITSM ensures the appropriate mix of people, processes, and technology needed to meet a company’s goals. It organizes the activities of the IT organization to prioritize service delivery and ultimately drives down IT expenses. This is all made possible through IT service management software.

ITSM can also be used enterprise-wide as Enterprise Service Management to improve communication between departments. For example, ITSM may be used to submit Facilities or HR requests.

Future of ITSM and IT Operations

We believe the following eight trends and predictions for ITSM will help companies continually innovate – no matter where the pandemic stands.

Enhanced IT support

A major benefit of an ITSM solution is enhancing access to IT Support. The future of ITSM and IT operations will bring the expansion of IT support, and the framework of ITIL will enhance the ability to provide consistent support. ITSM will become the default way to reach the IT department over traditional methods, like email or phone calls, and the move to self-service integration will bring forth a greater shift-left initiative, allowing IT to provide more in-depth support for the problems that cannot be resolved with self-help. Ultimately, this will bring forth better and more thorough IT experience utilizing the same number of people and resources.

Expanded ITSM Automation

Just as enhanced IT support will be brought through ITSM, increased use of automation will be adopted, which leads to a more successful shift-left initiative and ultimately an increased deflection of tickets.

Automation is made from a set of repeatable steps that can be done without human intervention. This can be workflow automation, automatic password resets or even automated updates within an organization. Overall, automation works to deflect tickets, resulting in the reduction of service desk call volume by as much as 30% and can majorly impact service desk metrics for the better – all of which help lower costs and increase productivity.

Added IT Chatbot Support

Chatbots are not only the future of ITSM but the future of communication in general. In fact, Gartner predicted that “by 2020, the average person will have more conversations with bots than with their spouse.” That sounds crazy, right? And yes, maybe it was a little bit far-fetched (especially since many of us have been at home with a spouse during Covid-19 lockdowns). But, with major growth and change in artificial intelligence (AI) technology, chatbots are now able to lend support like never before.

Working with a knowledge management database, chatbots can now access data and knowledge articles, create tickets within the ITSM system, and help users find the right support. Plus, chatbots programmed with a Natural Language Processing (NLP) layer can understand a wider range of people from a variety of regions, making it perfect to support remote workers across the world as they interact with IT support. Additionally, an NLP engine customized to personalize interactions with employees can further brand culture for a better experience and increased user adoption.

Increased Use of Knowledge Management

Knowledge management is the process of creating, sharing, using, and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objections by making the best use of knowledge. Being able to engage users through a contextualized knowledge approach will play a key role not only in the creation of knowledge but also in its use.

This can be achieved through a knowledge management solution or self-service portals that allow you to go beyond the knowledge article and offer an engaging knowledge experience that will reach anyone within your organization. There are so many benefits to knowledge management including increased efficiency with reduced costs, a superior employee experience, reduced duplication, and so much more. For this reason, knowledge management will only continue to grow in the future.

Invigorated IT Efficiency

Reducing costs and expenditures and optimizing budgets is going to be the name of the game going forward in a post-COVID world. In order to keep organizations running smoothly, the IT team must work to improve efficiency and optimize the technology. This will be brought about by the methods mentioned above, for example, ITSM software improves IT efficiency by enabling a shift-left initiative and by more easily escalating tickets when needed. Overall there will be a much higher focus on improved IT efficiency than ever before.

Improved Customer Service with Speed, Quality, and Cost

Employee and customer experience have always been a prevalent topic in the IT Service Management world. With that in mind, it is unsurprising that the future of ITSM involves the improvement of the customer service experience.

Many organizations are leveraging advanced technologies, including conversational AI and intelligent knowledge management systems, to increase productivity and efficiencies in ITSM. This, along with the use of shift-left strategies (such as using self-help technologies to automate processes) will be critical when it comes to delivering optimal customer and employee experiences. Not only does this speed up the delivery of support for the end-user and customer, but it also improves the quality of services delivered while reducing costs. Not to mention internal customers (employees) have higher levels of satisfaction with a comprehensive ITSM self-service experience.

Increased AI Adoption

AI applications in the consumer world are becoming more common and adoption continues to rise in the B2B space. IT and business leaders are talking more about AI technologies but have challenges when it comes to developing and implementing the right AI applications for ITSM tools. This is why we should look at specific AI technologies than supplement ITSM rather than AI as a whole.

For example, conversational AI, which powers messaging applications like chatbots, can automate intelligent conversations between your customers and virtual support agents. The development of AI technology will also lead to better knowledge insights in the form of recommendations and predictive analytics. The coming months will bring a wave of AI adoption with more emphasis on personalization and accessing unique bits of knowledge specific to each user.

Greater Focus on HR Support with Enterprise Service Management

Using ITSM as an Enterprise Service Management solution, HR support can be as easy as IT support. Tickets for time off requests, benefits questions, and other HR-related issues can be submitted through a self-help portal in the same manner as IT requests. This also supports the shift of focus onto the overall wellbeing of employees that we have seen in 2020. When it comes to people, it is important to provide them with the right work environment that will not only make them more productive but will take care of them in the long run – which can be made easier with an ESM solution.

Focus on the Enterprise

In some respects, there is much that remains to be seen for 2020 and beyond, but one prediction that will ring true regardless of what happens in the next year is the growth of the digital revolution. As employees remain working remotely, the need for an enterprise-wide solution will only grow.

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Tjeerd Saijoen
CEO at Rufusforyou
Jul 04 2021
Security and protecting your IT environment is the biggest challenge now.  How to prevent ransomware attacks? Part 1 described our approach to proactively protect your environment. The first step is to scan your environment from server to endpoint and check your complete environment on several… (more)

Security and protecting your IT environment is the biggest challenge now. 

How to prevent ransomware attacks?

Part 1 described our approach to proactively protect your environment. The first step is to scan your environment from server to endpoint and check your complete environment on several issues preventing a hacker to penetrate your systems. Most of the times hackers getting a chance because of the complexity of IT. One thing your IT department forgets most of the time is, for example, the BIOS and the microcode. The first thing we do is discover all hardware, software, BIOS, Microcode, and the relationship with all those components. We have different options to do this. If you are a SMB environment a tool like Lansweeper is an excellent solution, it is not expensive and it will do the job.

Example: Lansweeper Inventory

For bigger environments, we have different options: BMC Discovery, IBM TADDM. I will mention only BMC and IBM. You have many more. I do not have experience with other brands and describe only BMC and IBM.

I worked for a long time with IBM. For this solution I prefer BMC. It is easy to install and extremely easy to understand and work with it.

Example: BMC Discovery

IBM Maximo Asset Management IBM Asset management software

IBM has a lot of different solutions but to cope with those threads and IT Complexity, IBM´s strategy is changing towards Artificial Intelligence. Also, from the Tivoli brand, you have TADDM.

Enterprise asset management (EAM) is a combination of software, systems, and services used to maintain and control operational assets and equipment. The aim is to optimize the quality and utilization of assets throughout their lifecycle, increase productive uptime and reduce operational costs.

Enterprise asset management involves work management, asset maintenance, planning and scheduling, supply chain management and environmental, health and safety (EHS) initiatives.

In the Internet of Things (IoT) era — with everything from valves to vehicles connected by sensors and systems — practitioners are incorporating advanced analytics and artificial intelligence (AI) into EAM. Data gathered from instrumented assets is analyzed using AI techniques. The resulting insights help maintenance teams make better decisions, enhance efficiency, perform preventive maintenance and maximize investments in their physical assets.

Example IBM Maximo asset management, together with TADDM a total solution

Now you have the asset management database, you know every application, every server, every hardware and software component, and the relationship. 

So we can ask for example: are there endpoints with an old virus checker? Or how many systems are not on the right OS level? Bring all systems on the same anti-virus level or do I have any systems with an old BIOS level. If yes, then upgrade it to the same level as described in our policy template.

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Find out what your peers are saying about ServiceNow, Device42, IFS and others in IT Asset Management. Updated: October 2021.
543,089 professionals have used our research since 2012.