Best IT Service Management (ITSM) Software47IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.TOPdesk1https://media.trustradius.com/product-logos/DY/sg/CARZX2SALMK8-180x180.JPEGJira Service Desk2https://media.trustradius.com/product-logos/5S/fC/TMZ9H6CTFVKT-180x180.PNGServiceNow3https://media.trustradius.com/vendor-logos/aq/Dw/TSWH006RRB3K-180x180.JPEGSpiceworks4https://media.trustradius.com/product-logos/PN/vW/34XZ7H18O1T7-180x180.PNGBMC Helix ITSM (Remedy)5https://media.trustradius.com/vendor-logos/I8/AI/M1BJKI1M3C52-180x180.PNGCherwell Service Management6https://media.trustradius.com/vendor-logos/Xs/hH/LPKA06GDTSL1-180x180.PNGSolarwinds Service Desk (formerly Samanage)7https://media.trustradius.com/product-logos/4L/HM/00PL1H036M1X-180x180.PNGDatto Autotask PSA8https://media.trustradius.com/product-logos/2o/0G/DSUBAG088PA6-180x180.JPEGManageEngine ServiceDesk Plus9https://media.trustradius.com/product-logos/Ow/3z/ZB4XXDPAO2GV-180x180.JPEGBMC FootPrints10https://media.trustradius.com/vendor-logos/I8/AI/M1BJKI1M3C52-180x180.PNGBMC Track-It!11https://media.trustradius.com/vendor-logos/I8/AI/M1BJKI1M3C52-180x180.PNGSolarWinds Web Help Desk12https://media.trustradius.com/product-logos/Tm/Hj/8BEZR212670P-180x180.PNGSymantec Client Management Suite13https://media.trustradius.com/product-logos/Hp/oU/MHZBQO461653-180x180.PNGSysAid14https://media.trustradius.com/vendor-logos/Fb/XA/8322G42PIAB4-180x180.PNGAgiloft Flexible Service Desk Suite15https://media.trustradius.com/product-logos/us/S1/L5R5TEOWOWEH-180x180.JPEGCA Service Desk Manager16https://media.trustradius.com/product-logos/YL/9O/01O9S2ETDEWW-180x180.PNGFreshservice17https://media.trustradius.com/product-logos/1s/Rj/81VJAFA7IB5V-180x180.PNGBMC Helix Remedyforce18https://media.trustradius.com/product-logos/5f/8W/H1TL5B46KZTZ-180x180.JPEGIvanti Service Manager (powered by Heat)19https://media.trustradius.com/vendor-logos/ab/K5/2J8L63CCMMTR-180x180.JPEGMicrosoft System Center Service Manager20https://media.trustradius.com/vendor-logos/tf/J4/RTX1AO2GSVNS-180x180.JPEGIvanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)21https://media.trustradius.com/vendor-logos/ab/K5/2J8L63CCMMTR-180x180.JPEGMicro Focus Service Manager22https://media.trustradius.com/vendor-logos/Zi/ju/TCH0JRTW622Q-180x180.JPEGSpoke23https://media.trustradius.com/vendor-logos/eI/eC/ZBOEZJLFW42P-180x180.jpgSolarWinds MSP Manager24https://media.trustradius.com/vendor-logos/to/Kd/DXB2TUQPIR3A-180x180.PNGHornbill Supportworks ITSM25https://media.trustradius.com/vendor-logos/X4/l7/WJR682SP990W-180x180.PNG

IT Service Management (ITSM) Software

Best IT Service Management (ITSM) Software

TrustMaps are two-dimensional charts that compare products based on satisfaction ratings and research frequency by prospective buyers. Products must have 20 or more ratings to appear on this TrustMap.

IT Service Management (ITSM) Overview

What is IT Service Management?

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.


The main focus is to deliver satisfactory service to the end user customer. ITSM involves a shift from managing IT as stacks of individual components to focusing on the delivery of end-to-end services using best practice process models.

IT Service Management Features & Capabilities

  • Incident and problem management

  • Standard processes and procedures for change management

  • Configuration and asset management

  • Knowledge management repository documenting common issues / known resolutions

  • Service catalog ensuring tickets are routed to appropriate subject management expert

  • Service level agreement process

  • Reports and dashboards indicating key performance and capacity data

ITIL vs. ITSM

Another acronym - ITIL - is often associated with ITSM, but these two things are not identical.


ITIL (Information Technology Infrastructure Library) is also concerned with an integrated set of best-practice processes for delivering IT services to customers, and aligning IT resources with business needs. But it is a highly specific guidance framework that was developed in the UK and contains very specific process descriptions, success factors, and metrics in a series of documents.


ITSM, on the other hand, is a more generic term describing the broad area of providing IT services to users. ITSM projects often implement the ITIL framework for specific guidelines, but they don't have to. There are alternative frameworks like Cobit, Lean Six Sigma, DevOps, and others.

Service Desk or ITSM Tools

From a software product standpoint, ITSM tools focus on the specific area of what most users think of as help-desk. Within the ITSM world, this is often referred to as service desk. The main difference between help-desk and service desk as part of an ITSM implementation is that help desk or ticketing software products are typically designed for external users of an application.


The focus of service desk products is on streamlining service delivery within the IT domain. ITSM service desk tools also have broader functionality than standard help desk tools. For example, ITSM tools also have capabilities such as incident management, change management and configuration and asset management. They also have some proactive and monitoring capabilities designed to anticipate problems before they occur.

Help-Desk and Service Desk Convergence

Convergence is beginning to occur. For example, some help desk system vendors are repackaging their products to be used in an IT-centric or ITSM context.

Pricing Information

ITSM solutions are often priced based on the number of agents, or users, with login credentials to the system. Monthly subscription price can be anywhere between about $20 and $100 depending on capabilities. But subscription price is only one component of the overall cost. Customizations, integrations, and consulting can dramatically increase the overall cost.


IT Service Management (ITSM) Products

Listings (1-25 of 68)

TOPdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
236 Ratings

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

Jira Service Desk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
325 Ratings

Jira Service desk is the ITIL / ITSM from software company Atlassian.

ServiceNow

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
343 Ratings

ServiceNow is a fast-growing service management provider that went public in 2012. The ServiceNow platform has strong social capabilities.

Spiceworks

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
202 Ratings

Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and ser…

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.

Cherwell Service Management

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
76 Ratings

Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.

SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge bas…

SolarWinds Web Help Desk is ticketing and IT asset management software. It is designed to simplify help desk management. This solution includes built-in ticketing management, asset management, change management, and knowledge base capabilities.

Symantec Client Management Suite is designed to automate time-consuming and redundant tasks for deploying, managing, patching, and securing desktops and laptops so organizations can reduce the cost and effort of managing Windows, Mac, Linux, and virtual desktop environments.

27 Ratings

SysAid is the flagship ITSM and IT help desk software from SysAid Technologies, which offers a rather wide swath of features, supporting asset management (HAM and SAM), remote control, and rich reporting tools.

Agiloft's Flexible Service Desk Suite includes the elements needed to manage a complex service desk: Internal Help Desk, External Customer Support, Change Management, Asset Management, RMA Management, and complete ITIL/ITSM capability. According to the vendor, these fully integrated applications wo…

CA Service Desk Manager is a public company offering a fully-featured ITSM platform. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. In 2010 CA acquired Nimsoft, and that product is the basis of its SaaS offering.

17 Ratings

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

Ivanti offers the Ivanti Service Manager, powered by Heat. Ivanti is the company that resulted from the merger of Heat and LANDESK in January 2017. Heat Software, formerly FrontRange offered a range of ITSM solutions and was a very well-known vendor in this space offering both SaaS and on-premise c…

Microsoft System Center Service Manager is an integrated platform that is designed for automating and adapting IT Service Management best practices to an organization’s requirements. The platform includes built-in processes for incident and problem resolution, change control and asset lifecycle mana…

5 Ratings

Spoke, headquartered in San Francisco, offers their ticketing and request management app designed to support IT help desks, HR, or management with handling employee requests and assistance needs.

MSPs are in the business to make money (and to provide outstanding IT service). Yet, too often, help desk software eats into profits by tying engineers up in overhead. The vendor states SolarWinds® MSP Manager™ breaks this pattern by giving the user the ability to capture needed critical elements wi…

TrustRadius Top Rated for 2019

2019 Top Rated IT Service Management (ITSM) Software

There are plenty of options out there, but here's our shortlist of the best IT Service Management (ITSM) Software. These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. To qualify, a product must have 10 or more recent reviews and a trScore of 7.5 or higher, indicating above-average satisfaction for business technology. The products with the highest trScores appear first on the list. Read more about the Top Rated criteria.