IT Service Management (ITSM) Software

Best IT Service Management (ITSM) Software include:

SolarWinds Service Desk (SSD), Jira Service Desk, ServiceNow, and TOPdesk.

IT Service Management (ITSM) Software TrustMap

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

IT Service Management (ITSM) Software Overview

What is IT Service Management (ITSM)?

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

Tools in this category will support a variety of managed IT services. The leading ITSM software will include most or all of these capabilities:


  • Incident and problem management

  • Standard processes and procedures for change management

  • Configuration and inventory/asset management, including application access requests

  • Knowledge management repository documenting common issues / known resolutions

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

  • Service level agreement process

  • Managing ticket workflow, occasionally including project management

  • Reports and dashboards indicating key performance and capacity data

ITSM vs. ITIL

ITSM is often associated or referred to as ITIL (Information Technology Infrastructure Library), but these two things are not identical.


ITIL is 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.

ITSM Tools vs. Help Desks

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 a 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.


Convergence between these two markets 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.

IT Service Management Software Comparison

When comparing different IT service management tools, consider these aspects of the products:


  1. User-friendliness: how easy is each product to use, learn, and manage? Many ITSM reviewers identify the user-friendliness or usability as a leading pro, or con, for a variety of tools. Consider the ease of use for both routine IT users in your organization, as well as other users in your business and any external customers who will interact with the system.

  2. Customizability: How flexible is the tool to your business’s processes, workflows, and ticketing requirements? ITSM systems can vary in their absolute capacity for customization, how easy they can be customized, and how well customizations will age with new system updates. ITSM systems that can be heavily customized may require more regular reconfigurations when the software vendor pushes an update.

  3. Integrations: Your IT service management tools will likely need to integrate with the rest of your business’s tech stack. ITSM tools frequently integrate software development platforms, IT monitoring tools, and remote access tools. The more prebuilt integrations a tool has with the rest of your software, the more streamlined IT workflows will become.


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.


Some ITSM provide some free tools, or in cases like Spiceworks, provide their entire platform free to users. However, free ITSM software is only a small minority of providers.


IT Service Management (ITSM) Products

(1-25 of 71) Sorted by Most Reviews

ChangeGear Service Desk
4 ratings
2 reviews
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational …
Opsview Monitor
11 ratings
2 reviews
Opsview Monitor is an IT infrastructure and application monitoring solution. It monitors the infrastructure, applications, and endpoints of a network, and supports add-ons for automation and data exporting. Opsview also offers a free version of Monitor.
Axios Assyst
6 ratings
2 reviews
Axios is a UK-based vendor and offers the assyst ITSM product in both SaaS and on-premise configurations - the SaaS version is called assystSaaS. This product competes with BMC Remedy, IBM SmartCloud, Cherwell Service Management, and FrontRange ITSM (now Heat Service Management).
JitBit Help Desk
6 ratings
2 reviews
JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.
Alemba Service Manager
8 ratings
2 reviews
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.
DeskRoll Remote Desktop
2 ratings
1 reviews
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users throug…
InvGate Service Desk
1 ratings
1 reviews
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.
Serviceware Processes (helpLine)
1 ratings
1 reviews
helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.
IBM Control Desk
6 ratings
1 reviews
IBM Control Desk (formerly IBM Smart Cloud Control Desk) is available standalone or as a component of the IBM Service Engage cloud or on-premise suite of IT management software. Meant for enterprises, the IBM Control Desk is an ITIL service desk. Control Desk is a rebranded version of Tivoli's Serv…
ITarian
2 ratings
1 reviews
ITarian is a free remote monitoring and management (RMM) tool available with a suite of other IT management tools, including patch management, auto discovery, network assessment, ITSM, and payment management tool for ITSM service providers.
iSupport
2 ratings
1 reviews
iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.
EasyVista IT Service Manager
6 ratings
1 reviews
EasyVista IT Service Manager is the New York company's ITIL / ITSM service solution.
Oracle IT Service Management Suite
4 ratings
1 reviews
Oracle ITSM suite for enterprises was a suite of tools for managing, tracking, and servicing IT based on the Siebel HelpDesk. The suite is now End of Life, Oracle no longer offers the suite for sale.
EZPro Service Desk
EZPro is a cloud-based service management software. It automates and simplifies incident, service, problem and change management for service desk and other operations. It is a complete solution for an entire organization.
IssueTrak
IssueTrak is an IT service management platform with features such as business operations support, issue tracking, and customer support operations.
ServicePro
ServicePro is an IT service management solution that can be hosted on-premise or deployed through the cloud. It includes features such as change, incident / task, and project management.
Uptime Infrastructure Monitor
Uptime Infrastructure Monitor (formerly up.time) is network performance monitoring and IT service management software, from Idera.
Serviceaide Intelligent Service Management (former CA Cloud Service Management)
Serviceaide Intelligent Service Management is an ITSM solution acquired by Serviceaide from their partner CA Technologies (now a Broadcom company) in October 2016. The product is based on the former CA Cloud Service Management product.
CA Business Service Insight
CA Business Service Insight is software that provides performance management of IT services and service level agreements. This solution is designed to help businesses determine what services are being used and how they are performing against service level agreements (SLAs).
Symphony SummitAI
Symphony SummitAI, formerly the Summus IT Management Suite, is an ITSM and system monitoring offering from the company of the same name in Palo Alto.
Alemba vFire
vFire is an IT Service Management tool provided by Alemba. The solution offers incident management, problem management, service level management, and knowledge management. vFire also provides a self-service customer portal, service lifecycle management, and configuration management.
MID Innovator
Innovator is a versatile modeling, SOA governance, and business process management platform from German company MID.
IntraService
IntraService is a browser-based IT service management solution with features such as asset management, knowledgebase, and expenditures accounting.
C2 ATOM
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing.The vendor’s value p…
USU Valuemation
USU Valuemation is an IT asset management, ITSM solution from German-headquartered company USU Software.

Frequently Asked Questions

What is managed IT services/ITSM?

ITSM is a set of processed supported by specific tools that IT professionals use to deliver various IT services to the business or enterprise. It frequently includes processes to manage IT changes, asset management, and service requests.

Why do I need IT service management?

IT service management tools are necessary for servicing IT requests to the rest of the business and managing various IT processes at scale.

How much do managed IT services tools cost?

There are some free or freemium options, but most ITSM tools are priced per user, per month. Pricing usually starts at $15-40 per user, per month.

What is the difference between ITSM and ITIL?

ITSM is a broad set of variable processes and workflows, while ITIL has a strictly defined structure and framework that guides IT processes and provides prebuilt metrics and measures for success.

What are the benefits of ITSM?

ITSM tools streamline your IT processes and provide clear avenues for internal and external end users to submit requests. These tools enhance users’ experiences and save time managing IT processes.