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.
IT Service Management (ITSM) Software
Best IT Service Management (ITSM) Software
- Best IT Service Management (ITSM) Software include: ServiceNow, Jira Service Desk, TOPdesk, Autotask, BMC Helix ITSM (Remedy), Ivanti Service Manager, ManageEngine ServiceDesk Plus, SolarWinds Service Desk, SysAid, and BMC FootPrints.
- A complete list of IT Service Management (ITSM) Software is available here.
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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.
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 65)
ServiceNow is a fast-growing service management provider that went public in 2012. The ServiceNow platform has strong social capabilities.
Jira Service desk is the ITIL / ITSM from software company Atlassian.
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 ...
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 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 ...
Autotask is the eponymous IT service desk (ITSM) solution from the software company in Greenbush, New York.
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
BMC FootPrints is an IT service management (ITSM) solution featuring workload automation.
SolarWinds' mission has been to provide purpose-built products that are designed to make jobs easier for IT professionals, MSPs, and DevOps pros. We offer value-driven products and tools that solve a broad range of IT management challenges—whether those challenges are related to networks, ser...
Symantec helps consumers and organizations secure and manage their information-driven world. Our software and services protect against more risks at more points, more completely and efficiently, enabling confidence wherever information is used or stored. Symantec was founded in 1982 by visionary...
Over 2.5 million users at companies ranging from small enterprises to U.S. government agencies and Fortune 100 companies depend on Agiloft software to automate processes such as Help Desk, Contract Management and Custom Workflows. Agiloft says it specializes in automating processes that...
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.
BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.
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.
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
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-premis...
Ivanti now offers Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk). It is the company's ITSM / ITIL offering.
Come as you are. Do what you love. At Microsoft we help people and businesses throughout the world realize their full potential. We make this simple mission come to life every day through our passion to create technologies and develop products that touch just about every kind of customer. W...
Micro Focus Service Manager, HPE Service Manager before the 2017 merger, is an IT service management software platform and option for entities seeking IT service desk software.
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.
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.
The former VMware Service Manager was an ITSM option from VMware. VMware stopped supporting SM in 2017 and transferred support to VMware partner Alemba. The product is presently supported by Alemba, as Alemba Service Manager.