2. ServiceNow

Nineteen percent of organizations surveyed by HDI use an incident management solution from ServiceNow.

The Santa Clara, Calif.-based platform-as-a-service (PaaS) vendor’s IT service management tool enables solution providers to increase efficiency and lower costs by consolidating and automating service management processes. This, in turn, should increase the speed of request fulfillment, allow partners to focus on higher value-add projects and create a single portal that enables self service wherever possible.

In addition to modernizing the IT help desk, ServiceNow’s ITSM offering can assist the channel with managing hardware and software assets, speeding up the release of services to end users, streamlining service restoration after a disruption, minimizing the business impact of service disruptions and gaining visibility into the costs of IT assets.