IT Service Management (ITSM) Software

Best IT Service Management (ITSM) Software include:

SolarWinds Service Desk (SSD), ServiceNow, Jira Service Desk, and TOPdesk.

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.

IT Service Management Features & Capabilities

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. 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.

  2. 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.

  3. 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

(1-21 of 71) Sorted by Most Reviews

unitworx
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…
OpSmart ITSM / CMDB
OpsSmart offers ITIL Driven Service Management Solutions that promise to help improve user experience and lower service desk costs.
NetSupport Service Desk
NetSupport Service Desk is an ITSM solution, supporting incident and user problem management, service level management, and related issues.
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.).
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.
Xavient HelpDX
Xavient Digital offers HelpDX, an IT service desk 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.
Vityl Capacity Management
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 …
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 to each type.Dict…
Back
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 …
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 an end-to-end AI Ser…
C2 ATOM
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…
iET ITSM
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.
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 user's level of I…
Uptime Infrastructure Monitor
Uptime Infrastructure Monitor (formerly up.time) is network performance monitoring and IT service management software, from Idera.
MID Innovator
Innovator is a versatile modeling, SOA governance, and business process management platform from German company MID.
Alloy Navigator
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…
Onspring
Onspring delivers what they describe as a flexible, no-code platform for GRC, ITSM, audit, risk, compliance and business operations.
Boomtown
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…
Xtraction for CA Service Management
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.

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.