ITSM - IT Service Management Solution for your business

Bpm’online ITSM system - the key to successful ITIL Service Desk process flow


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Bpm’online ITSM system: manage your service processes efficiently with the ITIL methodology

Bpm’online service is a powerful Service Desk (Help Desk) system based on intelligent BPM platform. Bpm'online brings together all the necessary tools to help manage all the service processes in a single interface. BPM technologies allow organizations that provide IT services to create, automate and flexibly change their business processes.

Bpm’online ITSM system supports all popular channels of communication: phone, email, chat, social network or customer portal. It solves both registration and qualification problems. In addition, it helps calculate expected response time and provide SLA compliant resolutions. Utilizing ITSM practices is the best way one can reduce the “incident lifecycle” and prevent issues before they occur.

Benefits of ITIL-based ITSM system

Benefits for business

The goal of ITSM implementation is to improve IT service quality while reducing costs. According to statistics, 45% of IT incidents require service engineer assistance in order to gather information on the software. ITSM system enables to receive this information remotely, which reduces the time required for incident resolution (reduces labor costs) by an average of 25%.

Bpm'online provides 24/7 access to all the data, including current and planned tasks, necessary resources and costs for their implementation.

Benefits for IT

ITSM system provides a comprehensive picture of an organization’s IT infrastructure and software with a detailed history of changes. The detailed description of services and deadlines for their implementation are also at your disposal. You can simultaneously handle a large number of incidents and service requests no matter what channel they came from: phone, email, chat, social network or customer portal. The system suggests the necessary steps for each stage of case processing, from registration to case closure.

Automation of routine tasks and a unified data environment help improve communication and accelerate the work of service departments. Keeping track of completed cases and measuring employee performance make it easier to balance the workload of your team as well as evaluate their effectiveness.

Bpm’online ITSM system is the perfect choice for companies that want to streamline services management and delivery with ITIL recommendations.

Test Drive

Learn more about bpm’online ITSM / ITIL system processes

To integrate bpm'online with third-party systems, you can use ready-made connectors, as well as customization tools. Out-of-the-box applications and add-ons expand the system's capabilities for solving various business problems.

What is ITSM and ITIL?


ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services within an organization. The main goal of every IT Service Management framework is to ensure that the right people, processes, and technology are in place so that the organization can meet its business goals. Service Desk platform automates business processes and accelerates case processing.

ITSM processes

The main aspects of ITSM approach include the management of incidents, cases, problems, changes, releases, catalogs, events and tasks. Usually all processes are interrelated, which allows for optimizing team workflow and improve the quality of service delivery. ITSM helps IT organizations understand their customers’ needs better.


ITIL (IT infrastructure library) is a set of IT Service Management practices that focus on aligning IT services with the needs of business. ITIL has continuously evolved into many versions and currently has 5 books. The ITIL, currently ITIL v3, focuses on business and IT integration.

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Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
and The Forrester Wave™: Dynamic Case Management, Q1 2018.

Bpm’online has been named a Challenger in the Gartner Magic Quadrant for Sales Force Automation, 2018, 2017, 2016 and the Gartner Magic Quadrant for CRM Lead Management, 2017, 2016; recognized in the Gartner Magic Quadrant for the CRM Customer Engagement Center, 2018, 2017, 2016, 2015, included into the Gartner Magic Quadrant for Intelligent Business Process Management Suites, 2017 and Gartner Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 2018.

Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2018 for its unprecedented agility to modify processes on the fly.

Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.

CRM Magazine, the leading publication of the industry, recognized bpm'online as a Leader in the Midmarket CRM Suite and Sales Force Automation categories, as well as named the One to Watch in the Enterprise CRM Suite in the CRM Market Awards 2018. This is the fourth year in a row that bpm'online made it onto the leaderboard in the Midmarket CRM Suite category, with superb scores all around.

bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.

In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.

Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.

Bpm’online has been named as Leader in CRM Software and Business Process Management Grid® Reports by G2 Crowd, Summer 2018.

Bpm’online has been recognized as a winner in the CRM Watchlist 2019 award

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