IT Service Management (ITSM) Tools

TrustRadius Top Rated for 2023

Top Rated Products

(1-5 of 6)

1
NinjaOne

NinjaOne (formerly NinjaRMM) is a security-oriented remote monitoring and management platform. It allows for manual customization as well as scripting and automation.

2
Atera

Atera is a platform that enables IT professionals to gain access, visibility, and control over all their networks and devices from anywhere. Users can manage their IT operation from patch management, IT automations, advanced reporting, alerts, helpdesk, ticketing, and it features…

3
Freshservice

Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.

4
TOPdesk

TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.

5
SysAid

SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.

All Products

(76-100 of 164)

78
Tiflux
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79
Ceeview SLA Monitoring & Reporting

Service Level Agreements (SLAs) are essential to any business that wants to ensure they are providing the best possible service to their customers. SLAs define the expected level of service between a supplier and customer and allow for both sides to monitor performance against these…

80
iET ITSM
0 reviews

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.…

81
Deepser
0 reviews

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,…

82
IntraService
0 reviews

IntraService is a browser-based IT service management solution with features such as asset management, knowledgebase, and expenditures accounting.

83
MSM
0 reviews

87
Desk Manager
0 reviews

89
tele-LOOK
0 reviews

91
sDesk
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93
Proactivanet
0 reviews

94
tbITSM
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98
KIX
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99
Cyferd
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100
HEINZELMANN
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IT Service Management (ITSM) Tools TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Learn More About IT Service Management (ITSM) Tools

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 Tools 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.

Related Categories

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.