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Good people (with proper job descriptions), good process descriptions, good procedures and clear work-instructions are the basis for successful service management.
In other words: It's not the tools that make the difference, but how you use them. The tool itself is only a resource, it doesn't necessarily mean you'll have the capabilities to transform this resource into a business added value.
Make sure you map out your processes, get the right people to support them, and last but not least look for supporting tools that can make your people and your processes run more efficient and effective. Furthermore a good relationship with the tool vendor is critical to long lasting success. It's all about finding and maintaining a perfect balance between your people, processes, products and partners. It's the Zen of IT Service Management.
Below you'll find some links to popular IT Service Management tools.
Feel free to send DIGANO an email with additional toolsets to add to this page. Check out WebWare - Tools (from the menu) to find functionality requirements for the various tools and processes.