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.SolarWinds MSP Manager1https://media.trustradius.com/vendor-logos/to/Kd/DXB2TUQPIR3A-180x180.PNGAxios Assyst2https://media.trustradius.com/vendor-logos/53/tf/ZR7TX1E73G2M-180x180.JPEGChangeGear Service Desk3https://media.trustradius.com/vendor-logos/O2/GI/R5OBE3HAG4NR-180x180.PNGOpsview Monitor4https://media.trustradius.com/product-logos/hC/tv/T4FEB2WG0WMB-180x180.PNGDeskRoll Remote Desktop5https://media.trustradius.com/product-logos/bf/nM/GC0EO1GJ9W0L-180x180.PNGOracle IT Service Management Suite6https://media.trustradius.com/vendor-logos/VC/02/T4E108T4IWP2-180x180.PNGEasyVista IT Service Manager7https://media.trustradius.com/vendor-logos/3F/Va/I3T0XC5G1L2N-180x180.JPEGhelpLine8https://media.trustradius.com/product-logos/1O/Rd/ABM5KHONEEP1.pngiSupport9https://media.trustradius.com/product-logos/8A/Hm/ZW1XIPCWODA3.jpegEZPro Service Desk10https://media.trustradius.com/vendor-logos/kC/As/B0PASAQMOTPI-180x180.PNGServicePro11https://media.trustradius.com/vendor-logos/dh/A5/XT9UZA0QHU2I-180x180.PNGIssueTrak12https://media.trustradius.com/product-logos/Rq/Ke/M6PWTGH7I1MP.pngUptime Infrastructure Monitor13https://media.trustradius.com/vendor-logos/G3/xv/51QZUTGT5N57-180x180.JPEGServiceaide Intelligent Service Management (former CA Cloud Service Management)14https://media.trustradius.com/vendor-logos/9z/Sj/3L2NS3QPFH46-180x180.JPEGInvGate Service Desk15https://media.trustradius.com/product-logos/T0/1o/2K3KGT09BV07.pngIntraService16https://media.trustradius.com/product-logos/nz/6N/VQR7D2G8QH7K.pngSymphony SummitAI17https://media.trustradius.com/product-logos/Oz/mM/NFH18CVHAFTV-180x180.PNGXtraction for CA Service Management18https://media.trustradius.com/vendor-logos/XC/qb/OEOG2461M9II-180x180.JPEGCA Business Service Insight19https://media.trustradius.com/vendor-logos/XC/qb/OEOG2461M9II-180x180.JPEGAlemba vFire20https://media.trustradius.com/product-logos/qU/8z/DQU3I4CX3XPZ.jpegMID Innovator21https://media.trustradius.com/product-logos/Sd/DA/ILCQAS99HOKE.jpegUSU Valuemation22https://media.trustradius.com/product-logos/ZD/ZC/DF56XDT0IGKU.pngC2 ATOM23https://media.trustradius.com/product-logos/09/v7/019S6TF5BJJ3-180x180.JPEGSMART Service Desk24https://media.trustradius.com/vendor-logos/Jt/JC/TH6T3UC6KHJT-180x180.PNGASG ITAM Center25https://media.trustradius.com/vendor-logos/hV/ZR/TG8M21P52R5W-180x180.JPEG

IT Service Management (ITSM) Software

Best IT Service Management (ITSM) Software

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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.

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 (26-50 of 65)

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...

6 Ratings

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).

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 operation...

10 Ratings

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.

We don't have enough ratings and reviews to provide an overall score.

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.

We don't have enough ratings and reviews to provide an overall score.

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.

We don't have enough ratings and reviews to provide an overall score.

IssueTrak is an IT service management platform with features such as business operations support, issue tracking, and customer support operations.

We don't have enough ratings and reviews to provide an overall score.

IntraService is a browser-based IT service management solution with features such as asset management, knowledgebase, and expenditures accounting.

We don't have enough ratings and reviews to provide an overall score.

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.

We don't have enough ratings and reviews to provide an overall score.

CA Technologies (NASDAQ: CA) provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations of all sizes leverage CA Technologies software and SaaS solutions to accelerate IT innovation through new technologies, t...

We don't have enough ratings and reviews to provide an overall score.

CA Technologies (NASDAQ: CA) provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. Organizations of all sizes leverage CA Technologies software and SaaS solutions to accelerate IT innovation through new technologies, t...

We don't have enough ratings and reviews to provide an overall score.

Alemba develops vFire, an IT Service Management application that combines the very latest advances in design philosophy with the power of an enterprise-grade ITSM engine. Founded on principles of happiness, innovation, results and education, the vFire application is at the forefront of a new wa...

We don't have enough ratings and reviews to provide an overall score.

Innovator is a versatile modeling, SOA governance, and business process management platform from German company MID.

We don't have enough ratings and reviews to provide an overall score.

USU Valuemation is an IT asset management, ITSM solution from German-headquartered company USU Software.

We don't have enough ratings and reviews to provide an overall score.

Software editor and distributor of complete IT service management solutions (ITSM), of help desk and service catalog, C2 Enterprise guarantees an implementation that is faster than the market average, all while aligning with the best practices and frameworks of the industry. Thanks to its experti...

We don't have enough ratings and reviews to provide an overall score.

ASG provides ITSM, ITAM, as well as change and configuration management (e.g. patch management, dependency mapping) via its modular offering ITAM Center.