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.Axios Assyst1https://media.trustradius.com/vendor-logos/53/tf/ZR7TX1E73G2M-180x180.JPEGAlemba Service Manager2https://media.trustradius.com/product-logos/p0/L9/RXHBK5TNWNNL-180x180.PNGJitBit Help Desk3https://media.trustradius.com/vendor-logos/XO/h9/93JR8SA5S5I7-180x180.PNGOpsview Monitor4https://media.trustradius.com/product-logos/hC/tv/T4FEB2WG0WMB-180x180.PNGChangeGear Service Desk5https://media.trustradius.com/vendor-logos/O2/GI/R5OBE3HAG4NR-180x180.PNGDeskRoll Remote Desktop6https://media.trustradius.com/product-logos/bf/nM/GC0EO1GJ9W0L-180x180.PNGInvGate Service Desk7https://media.trustradius.com/product-logos/T0/1o/2K3KGT09BV07.pngServiceware Processes (helpLine)8https://media.trustradius.com/vendor-logos/UQ/nL/DMOKDUOMZ305-180x180.JPEGIBM Control Desk9https://media.trustradius.com/vendor-logos/yf/sf/DNSXTG99HOK3-180x180.JPEGiSupport10https://media.trustradius.com/product-logos/8A/Hm/ZW1XIPCWODA3.jpegOracle IT Service Management Suite11https://media.trustradius.com/vendor-logos/e7/6G/F3JK0T3RS775-180x180.PNGEasyVista IT Service Manager12https://media.trustradius.com/vendor-logos/3F/Va/I3T0XC5G1L2N-180x180.JPEGEZPro Service Desk13https://media.trustradius.com/vendor-logos/kC/As/B0PASAQMOTPI-180x180.PNGIssueTrak14https://media.trustradius.com/product-logos/Rq/Ke/M6PWTGH7I1MP.pngServicePro15https://media.trustradius.com/vendor-logos/dh/A5/XT9UZA0QHU2I-180x180.PNGServiceaide Intelligent Service Management (former CA Cloud Service Management)16https://media.trustradius.com/vendor-logos/9z/Sj/3L2NS3QPFH46-180x180.JPEGCA Business Service Insight17https://media.trustradius.com/vendor-logos/XC/qb/OEOG2461M9II-180x180.JPEGSymphony SummitAI18https://media.trustradius.com/product-logos/Oz/mM/NFH18CVHAFTV-180x180.PNGAlemba vFire19https://media.trustradius.com/product-logos/qU/8z/DQU3I4CX3XPZ.jpegMID Innovator20https://media.trustradius.com/product-logos/Sd/DA/ILCQAS99HOKE.jpegIntraService21https://media.trustradius.com/product-logos/nz/6N/VQR7D2G8QH7K.pngC2 ATOM22https://media.trustradius.com/product-logos/09/v7/019S6TF5BJJ3-180x180.JPEGUSU Valuemation23https://media.trustradius.com/product-logos/ZD/ZC/DF56XDT0IGKU.pngSMART 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

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 (26-50 of 68)

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).

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.

11 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.

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 …

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…

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 (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…

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.

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.

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.

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).

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.

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.

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.

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.

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…

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.

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

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.