IT Service Management (ITSM) Software

Top Rated IT Service Management (ITSM) Products

TrustRadius Top Rated for 2021

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. Read more about the Top Rated criteria.

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.

Enterprise Service Management (ESM)

Enterprise Service Management is, in many ways, the next evolution of ITSM—just outside of the IT department. The main difference between the two is that enterprise service management has evolved to include non-IT business processes, departments, and business goals within its scope.

ESM primarily applies IT service management best practices traditionally used in ITSM and confined to IT departments across enterprise businesses. Other teams and departments have been adopting these best practices to help run non-IT business functions more efficiently and deliver business outcomes faster. Traditional ITSM products have substantial overlap in functionality with ESM products and have been applied to broader enterprises successfully. However, traditional IT-focused service management products may be less optimized or flexible for non-IT users.

Beyond IT and help desk service management, many ESM vendors now offer modules for customer success, field, telecommunication, HR, legal, case management, and financial service management. One of the main benefits ESM provides is the ability to unite service management efforts across the organization under the one platform. This centralization allows for easier scalability and efficiency for IT and business users alike.

IT Service Management Features

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. IT vs. Enterprise Service Management: Does the business need a service management platform exclusively for IT processes, or should it be applied elsewhere in the business as well? Many vendors have built out more tailored offerings for ESM, but this functionality may be underutilized if the organization only uses it in the IT department. Buyers should adopt a platform with the scope of functionality that meets the scope of their needs.

  2. 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.

  3. 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.

  4. 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

(51-73 of 73) Sorted by Most Reviews

OpSmart ITSM / CMDB

OpsSmart offers ITIL Driven Service Management Solutions that promise to help improve user experience and lower service desk costs.

Zoho IT Management

Zoho IT Management presets an ITSM solution for help desk operations and IT ticketing, which integrates with Zoho Corporations other cloud and IT monitoring solutions (e.g. Site24x7, Zoho Assist, etc.).

NetSupport Service Desk

NetSupport Service Desk is an ITSM solution, supporting incident and user problem management, service level management, and related issues.

IPsoft IPcenter

IPsoft, a software company headquartered in San Jose specializing in automation solutions, offers IPcenter, an ITSM solution relying on IPsoft's automation technologies to provide a complete IT service management solution.

Symantec ServiceDesk

Symantec ServiceDesk provides enterprises with ITIL-based help desk functionality for incident, change, and problem management.

Matrix42 Service Management

Matrix42 Service Management is an ITSM solution suite.

VCM Enterprise (Vityl Capacity Management)

VCM Enterprise (Vityl Capacity Management) is a comprehensive all-in-one capacity management solution that aims to make it easy for organizations to proactively manage performance and do capacity planning in hybrid IT environments—physical, virtual, cloud, or container. VCM Enterprise…

Mint Service Desk

Mint Service Desk is divided into two main areas - Incident Management and Asset Management. It's available and distributed as On-Premise solution. Incident Management main features:Ticket Types - Define ticket types like Change Request or Incident and attach additional attributes…

Back

Back

Starting Price $40

Back is a collaboration and automation platform that enables internal service and business operations teams to manage workplace requests in one platform. The digital workplace promised to improve work for humans. But instead of removing distractions, it multiplies them. Finding or…

TeamDynamix IT Service Management (ITSM)

TeamDynamix offers a combined Service & Project Management platform: ticketing, incidents, problems, asset / configuration, change management and project portfolio management – all in one. The vendor describes the solution as highly flexible and configurable – configured to the…

Onspring

Onspring delivers what they describe as a flexible, no-code platform for GRC, ITSM, audit, risk, compliance and business operations.

AIOps from Broadcom

AIOps from Broadcom is a solution designed to enable IT teams to converge full-stack monitoring across the digital environment with intelligence and automation. With AIOps, teams establish proactive, automated remediation capabilities to drive user experiences, while improving operational…

Deepser

Deepser

Starting Price $28

Deepser is a ITSM software with an interactive web interface. It allows users to manage all services in a single platform and organize support requests in order to improve customer satisfaction and optimize the use of company resources. Deepser is modular and scalable: Ticketing,…

SoftExpert ITSM

SoftExpert ITSM is a modular ITIL®-based software package for automating and improving IT service requests, incident and problem management, service level agreements (SLA), knowledge base, configuration management (CMDB) and IT human resources.The solution is designed to enable…

Virima

Virima is a SaaS platform from Virima Technologies in Atlanta, that aims to solve the toughest IT Operations management and reporting challenges. With Virima’s automated Infrastructure Discovery, trustworthy CMDB, and Service Mapping visualizations, the vendor says IT staff will…

4me.com

4me.com

Starting Price $0

Next-Generation Enterprise Service ManagementBuilt for the world’s most demanding enterprises.4me® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and Facilities, to work seamlessly with each other, as well as with external…

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.

AISERA AI Service Desk

Aisera provides a proactive, personalized, and predictive AI-driven Service Management (AISM) solution that is purpose-built to automate tasks and actions for IT, HR, Facilities, and Customer Service. Aisera's AI Service Desk works with existing service desk solutions to deliver…

USU Valuemation

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

GLPI

GLPI

Starting Price $23

GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.

MID Innovator

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

Boomtown

Boomtown

Starting Price $99

Boomtown is a product support platform that allows users to sell, activate, and service technology products that are used by real world businesses. Through Boomtown, teams can leverage integrated knowledge, artificial intelligence, and collaboration to orchestrate and automate customer…

SMART Service Desk

SMART Service Desk is an ITSM solution from the company of that name headquartered in Arizona.

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.