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.HaloITSM (formerly NetHelpDesk)1https://media.trustradius.com/product-logos/kv/XI/P9CIEJPT4I2U-180x180.PNGiET ITSM2https://media.trustradius.com/product-logos/HY/Fw/AB3THGILJ2TT-180x180.PNGunitworx3https://media.trustradius.com/product-logos/hn/9H/TW8K36APTCFQ-180x180.PNGAlloy Navigator4https://media.trustradius.com/product-logos/tu/ei/N9EZFGT3319K-180x180.JPEGOpSmart ITSM / CMDB5https://media.trustradius.com/product-logos/jX/tU/SHZ8L2O114U4-180x180.JPEGZoho IT Management6https://media.trustradius.com/vendor-logos/Tb/S3/GM6HDTKVEP4R-180x180.PNGNetSupport Service Desk7https://media.trustradius.com/vendor-logos/U3/5F/93AF6XBQ99C3-180x180.PNGIPsoft IPcenter8https://media.trustradius.com/vendor-logos/DJ/uj/0S91UB205ZZM-180x180.JPEGSymantec ServiceDesk9https://media.trustradius.com/vendor-logos/cS/FP/URPNU3J7IUQ9-180x180.PNGXavient HelpDX10https://media.trustradius.com/vendor-logos/Ba/mH/G7OPIHD31T6W-180x180.JPEGMatrix42 Service Management11https://media.trustradius.com/vendor-logos/8T/UK/BUTTFVG2PW1D-180x180.JPEGITarian12https://media.trustradius.com/product-logos/UT/XX/80MZPXCTDPHX-180x180.JPEGVityl Capacity Management13https://media.trustradius.com/product-logos/51/LE/2GB7DVI37ZZM-180x180.JPEGBoomtown14https://media.trustradius.com/product-logos/Nh/3j/G54EH9TUR6A9-180x180.PNGUptime Infrastructure Monitor15https://media.trustradius.com/vendor-logos/G3/xv/51QZUTGT5N57-180x180.JPEGMint Service Desk16https://media.trustradius.com/product-logos/MM/Ee/0PTGRJFCRNGF-180x180.JPEGBack17https://media.trustradius.com/product-logos/fx/fa/IC9GESTDF9BB-180x180.PNGXtraction for CA Service Management18https://media.trustradius.com/vendor-logos/XC/qb/OEOG2461M9II-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 (51-68 of 68)

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HaloITSM (formerly NetHelpDesk) provides ITIL aligned help desk software that can be installed on premise or in the cloud. The vendor staes that through over 20 years of experience, HaloITSM has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features…

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

iET® ITSM is fully integrated, highly configurable, built to scale and designed to meet any organization’s needs. With additional modules for smartphone accessibility, phone system integration, and software asset management, iET Solutions offers a complete package for service management.

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unitworx is an all-in-one ITSM software that integrates three modules - IT Documentation, IT Monitoring and IT Ticketing in one system. The vendor’s value proposition is that users will benefit from the interaction of these modules, an easy-to-use interface, pre-defined workflows and many other feat…

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Alloy Navigator is an all-inclusive IT Service and Asset Management solution. The vendor says Alloy Navigator comes with a powerful workflow process automation engine fortified by an intelligent interface that automatically creates meaningful relationships between the data that matters. Alloy Naviga…

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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.).

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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.

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ITarian is a free remote monitoring and management (RMM) tool available with a suite of other IT management tools, including patch management, auto discovery, network assessment, ITSM, and payment management tool for ITSM service providers.

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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. Vityl Capacity Management works by providing …

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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 seamless collaboration to orchestrate and automate exceptional c…

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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 to each type.Dict…

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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 filing a piece of …

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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.

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.