Automation Tools for Product and Service Management
Overview
Digital product and service management depends on diverse automation tools. The ITIL Official Practice Guides reference specific tool categories supporting various management practices. A consolidated summary of all tool categories, purposes, and key functionality appears below.
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Tool selection guidance: Organizations should choose tools based on their size, maturity, operating model, and digital strategy. Many use integrated platforms (such as ITSM suites) combining multiple tool categories. The essential principle states that "tools should be selected to support optimized processes, not the other way around" per the Optimize and Automate guiding principle.
Tool Categories
| Tool category | Purpose | Key functionality |
|---|---|---|
| Analysis and reporting tools | Analysing data and generating reports | Data visualization, dashboard creation, and automated reporting |
| Asset management tools | Tracking and managing IT and physical assets | Asset inventory, lifecycle tracking, and depreciation management |
| Automated testing tools | Automating software testing processes | Unit testing, UI testing, regression testing, and test reporting |
| Business continuity planning tools | Ensuring business operations during disruptions | Risk assessment, recovery planning, and communication workflows |
| Business process modelling tools | Visualizing and optimizing business processes | Workflow mapping, simulation, and performance monitoring |
| Capacity management tools | Predicting and managing IT resource usage | Performance trend analysis, forecasting, and scenario planning |
| CI/CD tools | Continuous integration and continuous delivery/deployment | Automated builds, testing, and deployment |
| Collaboration and communication tools | Team communication and collaboration | Messaging, video conferencing, file sharing, and integration with workflows |
| Contract management tools | Managing contracts through their lifecycle | Drafting, approval workflows, e-signatures, and compliance tracking |
| CRM tools | Managing customer relationships and interactions | Contact management, sales tracking, and marketing automation |
| Discovery and inventory tools | Detecting and inventorying hardware and software assets | Auto-discovery, classification, and reporting |
| Emergency management tools | Planning and responding to emergencies | Alerting, crisis communication, and incident tracking |
| Enterprise architecture management tools | Documenting and analysing enterprise architecture | Modelling, impact analysis, and strategy alignment |
| External professional content libraries | Accessing curated professional content | Research databases, learning resources, and integration with ITSM tools |
| Financial management system (FMS) | Managing financial operations | Budgeting, accounting, and financial reporting |
| Geolocation and geofencing systems | Tracking and controlling access based on location | GPS tracking, alerts, and boundary control |
| Job scheduling tools | Automating repetitive tasks (backup, batch, etc.) | Job orchestration, calendar-based execution, and alerting |
| Knowledge and document management tools | Storing and sharing knowledge; automated information searching | Version control, search, and access permissions |
| Labelling, barcode, QR code reader systems | Identification and tracking via scanning | Code generation, scanning, and integration with databases |
| Learning management system (LMS) | Delivering and managing training programs | Course creation, tracking, and assessments |
| Monitoring and event management tools | Monitoring systems and responding to events | Alerting, performance tracking, and root cause analysis |
| Orchestration and integration platforms | Connecting and automating IT workflows | API integration, workflow design, and data synchronization |
| Procurement systems | Managing purchasing processes | Supplier management, order tracking, and invoice processing |
| Remote administration and deployment tools | Managing IT infrastructure remotely | Remote access, software deployment, and diagnostics |
| Risk management tools (GRC tools) | Governance, risk, and compliance management | Risk assessments, audits, and policy management |
| Security Information and Event Management (SIEM) tools | Detecting and responding to security threats | Log analysis, threat detection, and alerts |
| Service catalogue tools | Managing service offerings | Catalogue creation, request handling, and self-service portals |
| Service configuration management tools | Managing service configuration data | CMDB management, dependency mapping, and audits |
| Social media tools | Social engagement and communication | Content sharing, messaging, and audience analytics |
| Solution design and development tools | Building and prototyping solutions | Diagramming, modelling, and collaborative design |
| Supplier management tools | Managing relationships with suppliers | Onboarding, performance tracking, and risk assessment |
| Survey tools | Gathering feedback and data | Form creation, response analysis, and integration with other systems |
| System dynamics simulation software | Modelling and simulating systems over time | Causal modelling, feedback loops, and forecasting |
| Talent management and HR tools | Managing the employee lifecycle | Recruitment, performance tracking, and learning development |
| Value stream mapping and management tools | Mapping, analysing, and optimizing value streams | Mapping of value streams, tracking value stream metrics, and identifying improvements |
| Workflow and task management tools | Organizing and tracking work; analysing and improving workflows | Task assignment, progress tracking, and process automation |