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...
IT Service Management (ITSM) Software
Best IT Service Management (ITSM) Software
- Top Rated IT Service Management (ITSM) Software include: Samanage, ServiceNow, TOPdesk, Jira Service Desk, Autotask, BMC Remedy, ServiceDesk Plus, and SysAid.
- Other IT Service Management (ITSM) Software on the TrustMap include: SolarWinds Web Help Desk, Cherwell Service Management, Remedyforce, CA Service Desk Manager, and BMC FootPrints Service Core.
- A complete list of IT Service Management (ITSM) Software is available here.
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, and those above the median line are considered Top Rated.
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 (26-50 of 61)
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...
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.
EasyVista IT Service Manager is the New York company's ITIL / ITSM service solution.
Opsview Monitor is a scalable IT infrastructure monitoring solution. This solution is designed to help organizations monitor the health and performance of their IT infrastructure and make informed decisions to prevent costly downtime.
iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.
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.
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.
IssueTrak is an IT service management platform with features such as business operations support, issue tracking, and customer support operations.
Uptime Infrastructure Monitor (formerly up.time) is network performance monitoring and IT service management software, from Idera.
CA Cloud Service Management is an ITSM solution. Some key features include: Cloud-based Delivery, Configuration-based Setup, Complete IT Support and In-app Education.
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.
The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.
IntraService is a browser-based IT service management solution with features such as asset management, knowledgebase, and expenditures accounting.
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.
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.
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).
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.
Innovator is a versatile modeling, SOA governance, and business process management platform from German company MID.
USU Valuemation is an IT asset management, ITSM solution from German-headquartered company USU Software.
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...
SMART Service Desk is an ITSM solution from the company of that name headquartered in Arizona.
helpLine is an ITSM solution from the large and well-established European IT service software company of the same name headquartered in Germany.
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...
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...