As an organization grows in size and as its digital operations continue to expand in complexity, the ability to manage these operations and services efficiently becomes increasingly important for every business. The goal of the SOM software is to provide users with tools that streamline their workflow, automate business processes, and increase visibility into all aspects of both IT and business operations, from incident response and service requests to operational performance and continuous improvement.
Below is a curated list of some of the most effective service and operations management software available to businesses today, designed to improve reliability, efficiency, and service quality.
Why Service & Operations Management Software Is Essential
Modern organizations are operating within numerous systems, teams, and service channels. Without an integrated strategy for how their organization operates, they will likely experience a lack of coordination, which could lead to delays in responding to customers or issues, inconsistencies in how services are delivered, and reduced transparency into how the services are being delivered.
Service & operations management software addresses these challenges by:
- Unifying IT and enterprising operations in one platform.
- Reducing manual effort and accelerating resolution times.
Dashboards and analytics revealing performance trends and bottlenecks. - Enabling teams to coordinate effectively across departments and with external partners.
- Self-service portals and knowledge bases empowering users to resolve issues independently.
With these capabilities, organizations can move from reactive problem-solving to proactive, efficient, and data-driven operations.
- Xurrent
Xurrent is a cloud-based, innovative technology that provides one platform for the operation of services and operations for all IT and enterprise groups. Xurrent uses AI automation, structured workflows, and real-time analytics to help organizations make their operations easier and provide better reliability and customer satisfaction with the services they deliver.
The platform was built to meet an organization’s needs with flexibility and scalability. It can handle traditional IT Service Management workflows as well as other operational workflow processes, allowing it to fit organizations looking to have one intelligent platform for managing services from start to finish.
Key Capabilities
- Unified Service Management: USM is an enterprise service and operations management solution that can support both IT and non-IT services like HR, Facilities, and Internal Operations on a single platform.
- AI-Powered Automation: Provides automated classification of tickets, auto-routing, and prioritization to eliminate or minimize user effort and accelerate resolution times.
- Operational Visibility: Delivers real-time dashboards and reports with data related to service delivery performance, workload distribution, and potential bottlenecks.
- Low-Code Configuration: Fast implementation and simple modification of business processes using low-code configuration without requiring complex development.
- ITIL-Aligned Workflows: The solution provides incident, problem, request, and change capabilities in addition to being flexible to meet the needs of your organization’s operational environment.
- Collaboration & Integration: Collaborative work flows are enabled to facilitate coordination with internal departments and external service providers.
- Improved User Experience: Users are able to use self-service portals and knowledge bases to resolve their own issues quickly and reduce the volume of service demands.
Xurrent is recommended for any organization seeking a modern, AI-driven service and operation management solution providing fast time-to-value, scaleability, and operational clarity.
- Ivanti Neurons for ITSM
Ivanti Neurons for ITSM combines service management and automatic device discovery and endpoint intelligence to help improve operational performance (i.e., how efficiently you can deliver services) by using proactive issue detection and automatic resolution of issues before they impact users.
Key Capabilities
- Proactive Operations: This feature uses real-time information about what is happening in your environment to automatically find and fix problems before those problems affect users.
- Automation & Self-healing: Proactively identifies problems and eliminates them before they become a problem, reducing operational “noise” as a result of automated fixes and routine tasks.
- Service & Asset Visibility: Allows you to view service workflows against device/asset information.
- Flexible Deployment Options: Can be deployed in both Cloud and Hybrid Environments.
Ivanti is best for any organization looking to use proactive operations management alongside their traditional service workflow.
- TOPdesk
TOPdesk is a Service Management Solution that enables organizations to standardize their internal service delivery as well as provide all the teams involved in the process with a structured process and easy adoption capabilities.
Key Capabilities
- Multi-Department Capability: Allows both IT and Non-IT teams to work off the same service management platform.
- Incident and Request Management: Automates how each service request is handled through established workflow and Service Level Agreements (SLA).
- Self-Service and Knowledge Base: Creates faster resolutions and higher levels of user satisfaction.
- Operational Reporting: Offers detailed analysis of how your services are performing and trending.
It will be suitable for organizations that have a focus on providing standardized internal service operations with low to no complexity.
Summing Up
The correct Service and Operations Management Software is vital for ensuring reliability, efficiency, and scalability of your organization’s operations. The correct solution will also provide you with the unified workflow tools and automation to enable you to move from an operational model of reacting to issues to proactively delivering services to your customers.
Now is the time to review your current service and operation strategy to identify gaps in processes, develop priorities, and invest in the right technology platform to support both operational excellence and future business growth.
