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How Cloud-Based ITSM Tools Transformed Workflows Forever?

February 19, 2024

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    Legacy ITSM systems have long been the backbone of workflow management for businesses, but they come with their share of limitations. Burdensome workflows, slow response time, and lack of scalability are just a few of the shortcomings. According to a survey by ServiceNow, 68% of users find their legacy ITSM systems clunky and difficult to use, which highly affects the business teams’ productivity.

    Alas! The larger, heavier, and more complex a legacy system will be, the poorer its performance would be.

    Yet, the emergence of cloud-based ITSM tools has changed the landscape.

    In this blog post you will explore how cloud-based transformative tools have revolutionized workflows, enabling businesses to achieve improved efficiency, agility, and customer satisfaction.

    Let’s get started!

    What are Cloud-based ITSM tools?

    Cloud-based ITSM tools are software solutions that facilitate the management and delivery of IT services using cloud computing infrastructure. These tools typically offer a range of features to support IT service operations, including incident management, change management, problem management, asset management, service catalog management, and more.

    Businesses can access these tools online, anywhere, anytime, without physical servers on-premise.

    Let’s understand this simply. Imagine that you have a big box where you keep all the tools. The twist is that this box is not present physically, but in a magical cloud.

    Thus, these cloud-based ITSM tools are like digital toolboxes stored online. They help businesses to access ITSM functionalities instead of installing all the tools on their system.

    Cloud-based ITSM platforms are gaining popularity among enterprises in various industries. Be it any! This is due to the extraordinary advantages it brings to businesses by optimizing ITSM practices. Let’s explore more!

    Benefits of Cloud Based ITSM Tool

    Cloud-based ITSM tools don’t just change where your ITSM resides; they transform how work gets done.

    1. Improved efficiency and productivity

    With these tools, workflows become more streamlined and automated. They take care of critical aspects like problem-solving, change management, incident management, etc.

    Let’s understand it differently. Imagine automated ticket routing, where service requests are automatically assigned to the appropriate team or staff member based on predefined criteria. This leads to faster resolution times and enhanced service quality.

    As everything is automated, it reduces your business team’s manual efforts, and they can focus on tasks of greater importance.

    With this, efficiency and productivity are maintained throughout!

    2. Cost-saving approach

    These tools can prove to be a cost-saving option for your business. As on-premise hardware and infrastructure are not required, you do not have to pay for its setup. The cloud service provider is responsible for all the IT infrastructure and its keep up. Therefore, your capital upfront cost is reduced.

    Additionally, you must know that cloud-based ITSM tools typically operate on a subscription-based model. So, you will only pay for the resource you are leveraging and nothing additional.

    3. Ability to scale

    Scalability becomes a breeze. As your business grows, so do your ITSM tools. Their inherent scalable behaviour of adjusting to your business requirements allows them to scale up or down.

    Starting with a small business with fewer requirements to scaling as a large enterprise, these tools step up with you!

    4. Easy maintenance and upgradations

    With these tools, you do not have to spend a lot of hours upgrading and maintaining your ITSM. The cloud service provider takes care of this too. They handle the rolling out, testing, installation and deployment of the new features and updates in the tool. Ultimately providing your business users with the latest user experience.

    5. Easy integration with on-site systems

    Integrating different on-site technologies might be a very time-consuming and operose task. It might as well require a professional thorough coding to cater to all the code’s extensive requirements.

    Well, with Cloud-based ITSM tools, your problem is solved! These tools can be easily integrated with on-site technologies without going code-intensive.

    With the additional advantage of an open and standard interface, it is a user-friendly approach.

    At last, the integration can help users bring out the best of both platforms.

    Best Cloud-Based IT Service management tools to optimize your ITSM game

    After learning the various benefits, you must consider leveraging it into your business.

    Here is a list of some of the best tools that you can consider:

    Top Cloud-Based IT Service Management Tools in 2024

    1. ServiceNow IT Service Management

    ServiceNow ITSM is one of the leading cloud-based ITSM tools in the market. It is a product by ServiceNow with a specialized suite of tools designed to streamline and enhance IT service delivery processes. Being a single cloud platform, it brings all the functionalities of the legacy system to a comprehensive cloud.

    Some of its distinctive features include:

    • Workflow management- It allows organizations to design, automate, plan, manage reports and deliver IT services, along with digital experience.
    • Customizable dashboard- It provides an overview of critical metrics and performance indicators. With this, businesses can look into their underperforming areas, allowing them to work on the same.
    • Ticket creation interface- When a customer raises a query, the system automates the process and assigns it to the right person for timely resolution.

    2. Jira Service Management

    JIRA Service Management is a part of the Atlassian suite. This solution is known for its flexibility and integration capabilities with other Atlassian products like JIRA Software and Confluence. It offers customizable workflows and real-time collaboration features.

    Some of its distinctive features include:

    • Customizable workflows- It allows businesses to customize their workflows as per their needs and requirements, making them adaptable for various IT processes.
    • Robust SLA Management- With this, businesses can effectively negotiate, monitor and manage the level of services with the service provider.

    3. Zendesk ITSM

    It is built on the Zendesk platform, known for its user-friendly interface and strong customer support. These capabilities are what Zendesk ITSM masters in.

    Distinctive features it offers:

    • Ticketing System- Zendesk’s ticketing system is user-friendly and efficient, allowing agents to manage and resolve issues promptly.
    • Self-Service Portal- It offers a self-service portal for users to find solutions independently.
    • Automation and Reporting- Zendesk’s automation capabilities streamline repetitive tasks, and its reporting features provide insights into performance metrics.

    4. NinjaOne

    NinjaOne is a leading cloud-based platform designed to streamline IT service management (ITSM) for businesses of all sizes.

    Some of the distinguishing features it offers:

    • Visually appealing interface- Designed with gamification elements to motivate users.
    • Customization options- Highly customizable to fit specific workflows and needs.
    • Strong community- Active community forum for peer support and knowledge sharing.
    • Focus on technician’s needs- Features designed to improve technician experience and satisfaction.

    How does cloud-based ITSM help businesses across various industries?


    Ensuring the security of patient data is of utmost importance. ITSM systems are an efficient solution for healthcare providers as they can streamline their operations and ensure compliance with strict regulations such as HIPAA.

    Not only this, but hospitals can use ITSM platforms to manage electronic health records to access information instantly. Additionally, they can automate appointment scheduling, and enhance communication between healthcare professionals, leading to better coordination of care and improved patient experiences.

    Financial Services

    Financial institutions have to deal with a variety of challenges such as complex regulatory requirements, cybersecurity threats, and the need to provide seamless customer service.

    With the help of ITSM solutions, they can manage their IT infrastructure efficiently, reduce security risks, and provide exceptional customer service.

    For instance, banks can utilize ITSM solutions to automate compliance reporting, and monitor transactions and fraudulent activities. Additionally, these solutions can provide 24/7 support to customers through various channels, including mobile apps and chatbots.


    In the manufacturing sector, optimizing production processes, minimizing downtime, and ensuring product quality are critical for success.

    Therefore, ITSM plays a crucial role in helping manufacturers achieve operational excellence. The manufacturing process can be accelerated by providing real-time insights, automating tasks, and facilitating collaboration among different departments.

    Along with this, manufacturing companies can leverage ITSM platforms to track inventory levels, schedule maintenance for machinery, and analyze production data to identify areas for improvement and innovation.


    Retailers operate in a highly competitive environment where customer satisfaction and brand loyalty are the focus areas.

    ITSM enables retailers to deliver personalized shopping experiences which boosts customer satisfaction. In addition to this, retail chains use these solutions to integrate online and offline sales channels and track customer preferences and their purchase history to get a better idea of customer preferences.

    Moreover, it helps in automating order fulfillment processes and ensuring timely delivery of products to customers.


    Educational institutions face unique challenges, including managing diverse IT assets, supporting remote learning, and ensuring data privacy for students and faculty.

    ITSM helps educational organizations improve administrative efficiency, enhance teaching and learning experiences, and foster innovation in the classroom.

    Universities can leverage ITSM platforms to centralize IT support services, deploy e-learning tools and resources, and facilitate collaboration among students and educators across different campuses.

    Revolutionize your Workflow with ITSM


    The emergence of Cloud-based ITSM has brought a paradigm shift in how businesses manage their workflows. It has transformed the entire landscape of IT service delivery.

    With the accessibility, scalability and feature-rich capabilities these tools offer, businesses can easily drive collaboration, efficiency and innovation.

    Cloud-based ITSM tools have boosted the process of changing the existing workflows and rolling out new ones. Along with this, the mobile optimization and accessibility from any internet-enabled device accelerated the user adoption for businesses.

    Although, the transformation doesn’t stop here. Cloud-based ITSM continues to evolve, adapting to modern IT methods and delivering real value to businesses.

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