An excellent package for IT Service Departments is Remedy Service Management. It is from GE and is a modular system that you can structure to suit your needs. You can call them at (877) 443-2487 and they’ll put you in touch with someone who can help you.
Once placed in use, you can become very dependent on it…but that is a good thing!!
I am not an agent and get nothing for the recommendation, I just really like the program.