Types of IT software

While most software could be considered “IT software,” including project management software, accounting software, and CRM software, we provided vendor information on enterprise software for device and cloud management in this article. For example, remote monitoring and management (RMM) software allows IT professionals to access, update, and analyze organizational devices. On the other hand, task management software, while technically something that could fall into the purview of IT software solution, does not deal directly with devices or cloud environments.

Enterprises and small businesses looking to improve their technology processes should consider the following types of IT software:

Configuration Management Software

Configuration management (CM) software — often referred to as a configuration management system (CMS) — helps IT professionals manage the physical and virtual IT environment by monitoring changes made during software development, implementation, and updates.

The end goal of a CMS is to maximize system performance and serviceability by reducing mistakes and inconsistencies. This is typically accomplished by mapping an IT environment (an ongoing process), keeping accurate documentation (for updates, releases, asset inventories, structural modifications) and storing the subsequent data in a configuration management database (CMDB). CM software also uses internal verification and audit tools to determine compliance with predetermined baselines and regulatory standards.

Most CM tools incorporate some or all of the following common features:

  • Configuration management database
  • Discovery automation
  • Dependency mapping
  • Change management
  • Impact analysis
  • Asset inventory management
  • Baseline management
  • Incident/Fault Reporting

IT Help Desk Software

Help desk software allows IT departments to automate customer service management. It serves as a platform where staff and network users can report issues and IT administrators can systematically address them. Most products use a ticketing system to log requests, prioritize, and queue them for completion, which saves administrators the time and effort associated with manual troubleshooting (e.g. phone calls, emails, repetitive office visits). Help desk software also increases employee productivity by allowing users to submit help tickets through an online portal, rather than leaving their work-in-progress to visit an IT manager.

Beyond one-off troubleshooting, help desk solutions offer smart tools for automating the resolution process, such as auto-assign features (allocate tickets to specific technicians based on skills required or issue type), shared macros (predetermined fix actions auto-prescribed for a simple or recurring issue), and self-help resources for your staff. Finally, reporting and analytics tools can offer valuable insight about your help center operations, such as average resolution times, trends in past tickets, and user sentiment.

Here are some common features found in IT help desk software:

  • Ticketing/Issue management
  • Custom SLAs (service level agreements)
  • User/customer portal
  • Self-help database
  • IT purchase requests
  • Asset scanning
  • Reporting/analytics
  • Integration with other IT tools (CMDBs, asset and systems management, etc.)

Also read: How to Create a Software Implementation Timeline

Mobile Device Management Software

As an increasingly tech-savvy, mobile population enters the workforce, IT managers are seeing a growing presence of personal devices in the workplace. Since personal mobile devices aren’t governed by the IT department, they present additional security and privacy concerns. Even so, approximately 87% of organizations need their employees to be able to access enterprise applications from their mobile devices.

At a minimum, IT leaders should institute a clear bring-your-own-device (BYOD) policy that addresses password protection, encryption, and best practices for mobile access of company data. But many companies are going the extra mile by implementing mobile device management (MDM) software — which gives IT administrators the power to monitor and control application access and configuration settings for smartphones, tablets, and other devices used by employees, whether personal or company-owned. Many solutions also have the power to remotely lock or erase device data in the event of loss, theft, or hostile termination.

Some MDM products are available as standalone, “best-of-breed” solutions, while others are part of a larger IT management suite. Compatibility with mobile OS (Android, iOS, Windows) varies by vendor.

Common features of MDM software include:

  • Passcode and encryption enforcement
  • Loss/theft protection
  • Mobile application management
  • Enterprise or group-specific apps
  • App blocklisting
  • Enterprise purchasing
  • Secure distribution
  • Mobile content management
  • Email management
  • Device security (malware protection, web filtering)
  • Network access control (WiFi, VPN)
  • Geolocation triggers (lock devices outside of specific locations)

Cybersecurity software

Cybersecurity software keeps malware and attackers out of an organization’s network. These tools may use signature matching, artificial intelligence and machine learning, or other methods to identify and contain attacks on the system. Security software ranges from basic antivirus solutions all the way to full endpoint protection platforms. There are cybersecurity tools built specifically for networks, endpoints, and even cloud environments.

Small businesses should consider software companies that offer managed cybersecurity solution software because they likely don’t have a large in-house IT team. This allows them to keep their data safe while leaving their internal IT staff free for digital transformation projects and help desk support. Enterprises, on the other hand, may prefer best-of-breed tools that integrate easily with each other. Easy integration allows these large businesses to monitor every aspect of their network environment from a single console, making it easier to spot and remediate breaches quickly.

Some common features include:

  • Behavioral analysis
  • Artificial intelligence and machine learning
  • Malware & ransomware protection
  • Data backup and recovery
  • Role-based access control

Cloud backup and storage software

Cloud backup and storage software has become a critical IT software category for businesses of all sizes. With the rise of data-driven decision-making, the ability to store and retrieve vast amounts of data has become essential. Cloud backup and storage software provides businesses with a reliable and secure way to store their critical data, without the need for physical storage devices.

One of the major benefits of cloud backup and storage software is its scalability. As businesses grow, their data storage needs grow as well. Cloud backup and storage software allows businesses to easily expand their storage capacity without the need for costly hardware upgrades. Additionally, cloud backup and storage software provides businesses with a high level of data security. With data breaches becoming increasingly common, businesses need to ensure that their data is protected. Cloud backup and storage software providers offer a range of security features, including encryption and access controls, to keep data safe.

Common features include:

  • Automatic backups
  • Scalability
  • Security
  • Remote access
  • Version control
  • Disaster recovery
  • Compliance

File sharing software

With remote work becoming increasingly common, the ability to share files securely and efficiently has become critical for collaboration and productivity. File sharing software provides businesses with a centralized platform for sharing and collaborating on files, regardless of location or device.

One of the major benefits of file sharing software is its ease of use. With file sharing software, businesses can easily share files with team members, clients, and partners, without the need for complicated file transfer protocols or email attachments. Additionally, file sharing software provides businesses with enhanced security and control over their data. With data breaches becoming increasingly common, businesses need to ensure that their data is protected. File sharing software providers offer a range of security features, such as encryption, access controls, and audit trails, to keep data safe and ensure compliance with relevant regulations.

Common features of file sharing include:

  • Granular permission sharing
  • Large file support
  • Custom branding, colors, and themes
  • Activity tracking
  • File storage

AI software

One of the major benefits of AI software is its ability to automate tasks that would otherwise require significant time and resources. For example, AI-powered chatbots can handle customer inquiries and support requests, freeing up human customer service representatives to focus on more complex issues. Additionally, AI software can analyze large amounts of data and identify patterns or trends that may not be immediately apparent to humans. This can be particularly useful in IT, where AI software can be used to monitor network traffic, detect anomalies or security threats, and optimize system performance.

In the IT industry, AI software has a wide range of applications, including network optimization, cybersecurity, and data analysis. For example, AI-powered network monitoring software can identify network congestion or bottlenecks and automatically adjust network settings to optimize performance. AI-powered cybersecurity software can detect and prevent security threats in real-time, protecting businesses from cyber attacks. Finally, AI-powered data analysis software can help businesses analyze large amounts of data and identify patterns or trends that may not be immediately apparent to humans.

Common AI features for IT include:

  • Automation
  • Predictive analytics
  • Natural language processing
  • Machine learning
  • Data visualization
  • Integration with other tools
  • Cloud-based deployment