EasyVista
The chores of discovering, tracking, and monitoring a big enterprise of people and machines are unified with the EasyVista approach. The goal is to integrate both ITSM with IT operations management, because many challenges straddle the line. The EV Discovery tool, for instance, will map out a network so that any trouble tickets are connected to a central reference. In some cases, AI and predictive statistics offer users projections about how and when a problem might be fixed. Integrations and codeless configuration can speed adoption.
Freshworks Freshservice
The goal for Freshservice is to help each team “deliver delight” to users, according to Freshworks. The ticket-based system is one part of a larger group of tools for managing IT operations and assets. The Freshservice ticketing system is designed to be “omnichannel,” which means tickets can be created and handled with either phone, email, text, or other messaging platform. It’s integrated with various discussion boards (Slack, Teams, etc.) so the problem can be discussed, assigned, or maybe even deflected to a standard set of documentation. The tool’s AI engine, known as “Freddy,” can help automate the workflow and speed resolution by answering some questions, raising alerts for some tickets and guiding everyone to the right resources.
HaloITSM
The focus of Halo ITSM is organizing the assets under the control of IT and tracking all problems as it evolves. Artificial intelligence plays an important role in organizing the department’s knowledge and using it to orchestrate problem-solving. In the best cases, users can fix their own issues through the self-service portal. The customizable workflows ensure the AIs can generate good recommendations and help the IT team close tickets faster. Halo also markets the same platform to many other industries such as education, healthcare, and financial services so you can expect that the foundation is very general.
