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.ChangeGear Service Desk1https://dudodiprj2sv7.cloudfront.net/vendor-logos/O2/GI/R5OBE3HAG4NR-180x180.PNGDeskRoll Remote Desktop2https://dudodiprj2sv7.cloudfront.net/product-logos/mv/DD/GC0EO1GJ9W0L.PNGOracle IT Service Management Suite3https://dudodiprj2sv7.cloudfront.net/vendor-logos/VC/02/T4E108T4IWP2-180x180.PNGEasyVista IT Service Manager4https://dudodiprj2sv7.cloudfront.net/vendor-logos/3F/Va/I3T0XC5G1L2N-180x180.JPEGOpsview Monitor5https://dudodiprj2sv7.cloudfront.net/product-logos/ga/cK/T4FEB2WG0WMB.PNGiSupport6https://dudodiprj2sv7.cloudfront.net/product-logos/8A/Hm/ZW1XIPCWODA3.jpegEZPro Service Desk7https://dudodiprj2sv7.cloudfront.net/vendor-logos/kC/As/B0PASAQMOTPI-180x180.PNGServicePro8https://dudodiprj2sv7.cloudfront.net/vendor-logos/dh/A5/XT9UZA0QHU2I-180x180.PNGIssueTrak9https://dudodiprj2sv7.cloudfront.net/product-logos/Rq/Ke/M6PWTGH7I1MP.pngUptime Infrastructure Monitor10https://dudodiprj2sv7.cloudfront.net/vendor-logos/G3/xv/51QZUTGT5N57-180x180.JPEGCA Cloud Service Management11https://dudodiprj2sv7.cloudfront.net/vendor-logos/gg/9W/HVBIZE1VBDZ6-180x180.PNGIBM Control Desk12https://dudodiprj2sv7.cloudfront.net/vendor-logos/yf/sf/DNSXTG99HOK3-180x180.JPEGInvGate Service Desk13https://dudodiprj2sv7.cloudfront.net/product-logos/T0/1o/2K3KGT09BV07.pngIntraService14https://dudodiprj2sv7.cloudfront.net/product-logos/nz/6N/VQR7D2G8QH7K.pngSymphony Summit15https://dudodiprj2sv7.cloudfront.net/product-logos/Gk/JQ/JEMFI5CVVAT8.pngXtraction for CA Service Management16https://dudodiprj2sv7.cloudfront.net/vendor-logos/gg/9W/HVBIZE1VBDZ6-180x180.PNGCA Business Service Insight17https://dudodiprj2sv7.cloudfront.net/vendor-logos/gg/9W/HVBIZE1VBDZ6-180x180.PNGAlemba vFire18https://dudodiprj2sv7.cloudfront.net/product-logos/qU/8z/DQU3I4CX3XPZ.jpegMID Innovator19https://dudodiprj2sv7.cloudfront.net/product-logos/Sd/DA/ILCQAS99HOKE.jpegUSU Valuemation20https://dudodiprj2sv7.cloudfront.net/product-logos/ZD/ZC/DF56XDT0IGKU.pngC2 ATOM21https://dudodiprj2sv7.cloudfront.net/product-logos/WU/pc/019S6TF5BJJ3.JPEGSMART Service Desk22https://dudodiprj2sv7.cloudfront.net/vendor-logos/Jt/JC/TH6T3UC6KHJT-180x180.PNGhelpLine23https://dudodiprj2sv7.cloudfront.net/product-logos/1O/Rd/ABM5KHONEEP1.pngNetHelpDesk24https://dudodiprj2sv7.cloudfront.net/product-logos/u0/lK/VLJMNNJBTSEI.PNGService Gateway Device Management25https://dudodiprj2sv7.cloudfront.net/vendor-logos/Jo/9d/XMWSJCWFM4LS-180x180.PNG

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 61)

3 Ratings

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...

2 Ratings

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 thr...

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.

The IBM Control Desk is available as a 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.

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 Summit, 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.

Xtraction for CA Service Management is a self-service solution that is designed to help non-technical users create, design and share interactive IT dashboards and reports. This solution includes capabilities for integrated, graphical and ad-hoc management dashboards.

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.

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.

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.

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 valu...

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

helpLine is an ITSM solution from the large and well-established European IT service software company of the same name headquartered in Germany.

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

NetHelpDesk provide ITIL aligned help desk software that can be installed on premise or in the cloud. Through over 20 years of experience, NetHelpDesk has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: incident, problem and chang...

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

Service Gateway Device Management is an IT service management software solution offered by Aptean. It is built specifically for a device management solution built specifically for telecommunications, cable, and wireless broadband internet providers to manage connected devices such as modems, rout...