Top 10 IT Service Desk (ITSM) Software

Important news about IT Service Desk (ITSM) Software

2023. ServiceNow dives deeper into task mining with latest acquisition



ServiceNow revealed its acquisition of UltimateSuite, a task mining company based in the Czech Republic, marking a strategic move to enhance its ability to capture and comprehend the flow of work within businesses. Task mining, a component of the expanding global market for process mining, aids companies in comprehending the workflow within an organization, identifying bottlenecks to enhance efficiency. The intention is to integrate UltimateSuite's capabilities into ServiceNow's existing process mining features. Recognizing that insights are valuable only when acted upon, the objective is to not only pinpoint areas that require improvement but also to offer an integrated platform for automating inefficiencies, thereby optimizing the entire end-to-end business process.


2022. Atlassian acquires Percept.AI



Atlassian has acquired Percept.AI, an AI firm that provides an automated virtual agent support solution — essentially a chatbot — built on a proprietary AI engine for natural language comprehension. Atlassian intends to incorporate this virtual agent technology into Jira Service Management, its tool designed to help IT teams enhance service for both employees and customers. Driven by our data-centric proprietary technology, the Percept.AI platform features a self-improving capability to continually learn from all customer interactions, while allowing everyone on your team to have complete control over the AI agent’s behavior and tone.

2021. Electric, the IT platform for SMBs, raises $90M



Electric, the developer of IT infrastructure software for SMBs, has secured $90 million in Series D financing. What Electric offers for IT infrastructure is similar to what Justworks provides for HR. Instead of an SMB hiring an individual or a department to manage the fundamentals of IT, 90% of which involves maintenance and compliance, Electric’s software manages distribution, upkeep and security for an organization. Prior to Electric, SMBs had two choices: build their own IT department or use a local IT service provider. Electric entered the market and enabled an admin within the company to ensure all devices were current, secure and compliant, as well as handle the issuance of new equipment and the revocation of permissions.


2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition



ServiceNow has acquired Lightstep, a startup specializing in application performance monitoring. ServiceNow aims to leverage Lightstep’s expertise to improve its IT operations solutions. With Lightstep, the company should be able to offer customers a means to track application performance with the objective of identifying issues before they escalate into significant problems that could disrupt a website or application. Lightstep competes in the application performance monitoring sector alongside companies like Datadog, New Relic and AppDynamics, which Cisco purchased in 2017.


2021. ServiceNow adds new no-code capabilities



In a move that would have baffled ancient philosophers who once pondered the mysteries of existence but never the mysteries of workflow software, ServiceNow has decided that perhaps everyone, from accountants to zoologists, should be able to build their own workflows. And why not? Distributed work, after all, has turned every corner of the office into a potential software laboratory. Thus, the company unleashed *Creator Workflows*, a place where anyone could, with a few clicks and drags, make systems bend and perform tricks to suit their particular needs. These templates—essentially little boxes of structured wonder—make the process even smoother, offering a guide through the jungles of task automation, so that even the most baffling of office challenges could be tackled with a well-placed drop-down menu.


2021. Electric raises $40M to put small-business IT in the cloud



Electric, a company aiming to transition IT departments to the cloud, has secured $40 million in Series C funding. Electric, founded in 2016, seeks to simplify IT management for small and medium-sized businesses. Instead of hiring a dedicated IT department or engaging costly local service providers, Electric’s software enables a single administrator to oversee devices, software subscriptions, permissions and more. The bulk of IT work involves managing, distributing and maintaining a wide range of software applications within a company. Electric handles most of these tasks on behalf of IT, allowing smaller businesses to focus only on desk-side troubleshooting as needed, rather than the entire range of IT responsibilities.


2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises



In the vast and bewildering expanse of enterprise IT services, where buzzwords flit about like over-caffeinated Vogons reciting poetry, ServiceNow, a cloud-based IT services company with ambitions as grand as a Pan Galactic Gargle Blaster, has decided to acquire Element AI. This promising startup specializes in AI-powered IT wizardry, and frankly, it’s the sort of thing that makes one wonder if machines aren’t plotting to unionize against us all. The move is yet another improbably strategic step in ServiceNow’s quest to evolve from a 2004 upstart into a cornerstone of “digital transformation” — a term that, like the number 42, seems to answer everything and nothing. With the galaxy going full tilt toward remote work, cloud operations, and a pandemic-fueled frenzy of “online everything,” ServiceNow is hitching its towel to the automation and AI bandwagon, hoping it’s not just another intergalactic bypass.


2020. Blissfully expands from SaaS management into wider IT services aimed at midmarket



When Blissfully launched in 2016, it concentrated on assisting companies in understanding their SaaS utilization within their organizations. However, over time, the company has identified a broader need, especially among midmarket firms and today it announced its expansion into more extensive IT management. This has led to the introduction of an expanded platform that not only includes the previous SaaS management features it has been offering but also four additional new categories. Initially, they are providing IT asset management. Additionally, they are incorporating help desk management and ticketing functions to manage requests that fall outside their SaaS management workflows. Furthermore, they are implementing role-based access control to enable different individuals to access various IT management services, which has become increasingly crucial during the pandemic as people are required to troubleshoot and manage various IT issues from home.


2020. ServiceNow updates its workflow automation platform



In a move that could only be described as "boldly pragmatic," ServiceNow has unleashed the latest incarnation of its workflow automation platform, festooned with features that seem to suggest they know precisely what every telco, financial behemoth, and crisis-riddled enterprise has secretly been yearning for. In a break with its origins—back when it was mostly concerned with IT management and other profoundly sensible things—the company has turned its gaze toward highly specific "verticals," as if to say, "Why solve one problem when you could solve all of them?" And as if that weren't enough, ServiceNow has also introduced a dash of machine learning magic, presumably to help companies become resilient in the face of whatever inexplicable calamities await.


2020. ServiceNow to acquire configuration management startup Sweagle



In a move that could only be described as "brilliantly baffling yet oddly essential," ServiceNow, the gallant provider of all things IT Help Desk-ish, has swept up Sweagle, a plucky little configuration management outfit hailing from Belgium. Now, for the uninitiated, ServiceNow tells us that a single enterprise application could harbor an eye-watering 50,000 configuration elements, each one a potential ticking time bomb of complexity. But fear not! Sweagle has whipped up a clever platform with a dash of machine learning to untangle this digital spaghetti and make sure no one pulls the wrong thread. Because let’s face it, nobody wants configuration errors causing everything to implode or – horrors – letting loose the security hounds.