# Best ITSM Software 2026 | Capterra > Find the top ITSM software of 2026 on Capterra. Based on millions of verified user reviews - compare and filter for whats important to you to find the best tools for your needs. Source: https://www.capterra.com/itsm-software --- # Best ITSM Software Last updated on April 27, 2026 How to find the right ITSM Software? Learn more from our team about ITSM Software pricing features and benefits in our ITSM Buyers Guide Verified Insights Provider data verified by our Software Research team and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) ## What is IT service management software? Researched by: [Capterra](https://www.capterra.com/resources/author/capterra/) Updated on April 27, 2026 [Information technology service management (ITSM) software](https://www.capterra.com/itsm-software/) helps manage internal and external IT support. These ITSM tools aid both IT teams within organizations and managed service providers (MSPs), helping them plan, design, develop, monitor, and support continuous delivery of IT services. ITSM software covers almost all aspects of IT management, including software release and deployment management, incident management, bug tracking, ticketing, change management, and knowledge management. * * * For more information consult our [ITSM Buyers Guide](#buyers-guide-content) [4.6 (205)](https://www.capterra.com/p/16499/Issuetrak/reviews/) Great for: Customer Service Everything IT teams need to track assets and resolve issues, stress-free. Backed by industry-leading, US-based 24/7 technical support. [Learn more about Issuetrak](https://www.capterra.com/p/16499/Issuetrak/) 84% of users recommend this product [4.6 (148)](https://www.capterra.com/p/207618/Syncro/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Great for: Small Business Strengthen security, streamline operations, and scale support with Syncro’s unified IT platform. [Learn more about Syncro](https://www.capterra.com/p/207618/Syncro/) 89% of users recommend this product [4.4 (4077)](https://www.capterra.com/p/164283/Zendesk/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Enterprise Zendesk offers the industry leading customer service solution. [Learn more about Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. [4.4 (229)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Value for Money Unlock efficiency, exceptional experiences, and industry-leading ROI from your ITSM processes.  [Learn more about ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) [4.6 (108)](https://www.capterra.com/p/133392/Service-Desk/reviews/) Great for: Ease of Use InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution with lower TCO. [Learn more about InvGate Service Management](https://www.capterra.com/p/133392/Service-Desk/) 92% of users recommend this product [4.7 (284)](https://www.capterra.com/p/184229/NinjaOne/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Great for: Value for Money NinjaOne is the leading unified IT operations platform, providing a seamless and single-pane solution.  [Learn more about NinjaOne](https://www.capterra.com/p/184229/NinjaOne/) 91% of users recommend this product [4.5 (446)](https://www.capterra.com/p/144309/Atera/reviews/) Good for: Small Business Manage assets, inventory, and ticketing in one full-stack platform, all while cut your IT workload with AI agents.  [Learn more about Atera](https://www.capterra.com/p/144309/Atera/) 88% of users recommend this product [4.5 (513)](https://www.capterra.com/p/107225/SysAid/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Great for: Mid-Size Business SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work. [Learn more about SysAid](https://www.capterra.com/p/107225/SysAid/) 86% of users recommend this product [4.5 (689)](https://www.capterra.com/p/132997/Freshservice/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Ease of Use Modernize support with Freshservice, an AI-native ITSM platform that deflects tickets, accelerates resolutions, and uncomplicates IT.  [Learn more about Freshservice](https://www.capterra.com/p/132997/Freshservice/) 83% of users recommend this product [4.6 (139)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Features BOSSDesk is an award winning fully integrated ITSM/Help Desk /Service Desk solution available for both Cloud and On-Premise. [Learn more about BOSSDesk](https://www.capterra.com/p/144825/BOSS-Solutions/) 89% of users recommend this product [4.7 (27)](https://www.capterra.com/p/146207/ITRP/reviews/) Modern ITSM with AI included. Go live in weeks, unify teams, automate workflows, and cut MTTR with one secure, easy-to-use platform. [Learn more about Xurrent](https://www.capterra.com/p/146207/ITRP/) [4.7 (21)](https://www.capterra.com/p/160468/AlertOps/reviews/) By allowing teams to choose the tools they use, AlertOps empowers organizations to drive creation of custom processes [Learn more about AlertOps](https://www.capterra.com/p/160468/AlertOps/) [## TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/) [4.6 (11624)](https://www.capterra.com/p/194565/TeamViewer/reviews/) Great for: Enterprise TeamViewer streamlines IT service delivery with secure remote support, ensuring swift response to service requests and incidents.  [Learn more about TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/) 84% of users recommend this product [## Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [4.5 (3412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Good for: Mid-Size Business Freshdesk is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity.  [Learn more about Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) 81% of users recommend this product [## ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) [4.6 (1564)](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/reviews/) Great for: Access Controls/Permissions On-prem & cloud-based unified endpoint management and security tool that helps manage organization endpoints from single console. [Learn more about ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) 87% of users recommend this product [## EZO](https://www.capterra.com/p/124047/EZOfficeInventory/) [4.6 (1543)](https://www.capterra.com/p/124047/EZOfficeInventory/reviews/) Good for: Customer Service Service management requires complete asset visibility. Streamline operations with asset tracking trusted by thousands of organizations. [Learn more about EZO](https://www.capterra.com/p/124047/EZOfficeInventory/) [## Zoho Assist](https://www.capterra.com/p/112011/Zoho-Assist/) [4.7 (1388)](https://www.capterra.com/p/112011/Zoho-Assist/reviews/) Great for: Features Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere on the globe. [Learn more about Zoho Assist](https://www.capterra.com/p/112011/Zoho-Assist/) 90% of users recommend this product [## GitLab](https://www.capterra.com/p/159806/GitLab/) [4.6 (1216)](https://www.capterra.com/p/159806/GitLab/reviews/) Popular GitLab unifies planning, CI/CD, security, and agentic AI, eliminating the tool handoffs that slow software delivery. Learn more today. [Learn more about GitLab](https://www.capterra.com/p/159806/GitLab/) 86% of users recommend this product [## TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) [4.5 (848)](https://www.capterra.com/p/87908/TeamSupport/reviews/) Good for: Small Business Support ticketing and live chat solution designed to give B2B SaaS businesses a holistic view of their customer relationships. [Learn more about TeamSupport](https://www.capterra.com/p/87908/TeamSupport/) 82% of users recommend this product [## Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Enterprise Salesforce Service Cloud is a software that helps service teams deliver personalized support across various channels. [Learn more about Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) [## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) [4.5 (765)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Enterprise ITSM solution that helps teams deliver IT and employee support as well as service through AI automation, self-service & collaboration. [Learn more about JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) [## SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) [4.6 (577)](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Great for: Ease of Use An AI-driven, ITIL-ready ITSM platform. Automate workflows, unify asset management, and scale enterprise support without complexity. [Learn more about SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) 85% of users recommend this product [## Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) [4.7 (447)](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/reviews/) Great for: Small Business Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux. [Learn more about Supremo Remote Desktop](https://www.capterra.com/p/177094/Supremo-Remote-Desktop/) 91% of users recommend this product [## FixMe.IT](https://www.capterra.com/p/151861/FixMe-IT/) [4.8 (389)](https://www.capterra.com/p/151861/FixMe-IT/reviews/) Great for: Small Business Remote support app designed for connecting to client machines within seconds to securely deliver on-demand or unattended support. [Learn more about FixMe.IT](https://www.capterra.com/p/151861/FixMe-IT/) 90% of users recommend this product [## ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) [4.5 (347)](https://www.capterra.com/p/254088/ServiceNow/reviews/) [Capterra Shortlist](https://www.capterra.com/itsm-software/shortlist/) Good for: Incident Management Deliver services that amaze your users, increase productivity, and achieve new insights by consolidating to the most innovative ITSM. [Learn more about ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Page 1 of 10 ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Filter (227) Products: Sort By: Sponsored * * * Plan Type Free Trial Popular 85% of professionals opt for a 30-day trial before the software purchase Other subsciption plans: Free Version Monthly Subscription Annual Subscription One-Time License Key Features All key features Popular We have selected the most important and critical features as defined by Capterra user reviews Access Controls/Permissions Activity Tracking AI Copilot Alerts/Escalation Alerts/Notifications Asset Tracking Availability Management Capacity Management Configuration Management Contract/License Management Customizable Fields Generative AI Help Desk Management Inventory Management Knowledge Base Management Multi-Channel Communication Project Management Release Management Reporting & Statistics Self Service Portal Service Catalog Service Level Agreement (SLA) Management Support Ticket Management Surveys & Feedback Workflow Management Deployment Cloud, SaaS, Web-Based Desktop Mac Desktop Windows Desktop Linux On-Premise Windows On-Premise Linux Desktop Chromebook Mobile Android Mobile iPhone Mobile iPad Related Software Category: [Help Desk Software](https://www.capterra.com/help-desk-software/)[Issue Tracking Software](https://www.capterra.com/issue-tracking-software/)[IT Service Software](https://www.capterra.com/it-service-software/)[Portal Software](https://www.capterra.com/portal-software/)[Service Desk Software](https://www.capterra.com/service-desk-software/)[IT Documentation Software](https://www.capterra.com/it-documentation-software/)[Logbook Software](https://www.capterra.com/logbook-software/)[IT Ticketing Systems Software](https://www.capterra.com/it-ticketing-systems-software/)[Knowledge Management Software](https://www.capterra.com/knowledge-management-software/) I'm looking for ITSM Software that is: [Free](https://www.capterra.com/itsm-software/s/free/)[For Small Businesses](https://www.capterra.com/itsm-software/s/small-businesses/) Table of Contents - [The benefits of ITSM software](#the-benefits-of-itsm-software) - [Typical features of ITSM tools](#typical-features-of-itsm-tools) - [The cost of ITSM tools](#the-cost-of-itsm-tools) - [Considerations when purchasing ITSM tools](#considerations-when-purchasing-itsm-tools) - [Relevant ITSM software trends](#relevant-itsm-software-trends) ## The benefits of ITSM software - **Improved operational efficiency:** One of ITSM software's major functions is the standardization of IT practices, allowing users to establish policies that facilitate a regulated and safe IT environment within their organization. This safeguards organization against both internal and external data threats and increases productivity via optimal digital resource utilization. - **Improved customer service:** Effective ITSM software utilization reduces customer response time by helping support teams follow best practices while helping clients. Managers can use such ITSM tools to track their customer issues and identify the best available resources to resolve them. - **Reduce downtime through incident prevention:** Predictive analytics modules within ITSM software help IT teams identify possible issues before they occur. Real-time monitoring of networks and hardware components, as well as vulnerability analysis, helps organizations take the necessary options to avoid or minimize any damage. Organizations can take help from ITSM solutions to plan out and prepare for major issue prevention efforts, which reduces downtime overall. * * * ## Typical features of ITSM tools - **Change management:** Track, monitor, and manage all IT service changes/transitions. - **Incident management:** Help support teams identify, resolve, and restore unplanned service disruptions. - **Problem management:** Identify and solve the underlying cause of incidents, and prevent future incidents from occurring. - **Configuration management:** Monitor and maintain configurations of IT components (e.g., servers, routers, switcher configuration information, software) and ensure all devices are running with the same version and configuration settings. - **Self-service portal**: A platform through which end users can reach out to IT administrators and submit tickets, track their complaint status, and more. - **Contract/License management:** Track and monitor contracts/licenses assigned to product or service offerings to stay compliant. * * * ## The cost of ITSM tools Most products in the market are priced on a "per agent, per month" basis, and can be divided into three pricing tiers based on their **starting price:** **Price ranges\*:** - $3 - $7 - $7 - $43 - $43+ _\*The pricing included in this list is for the entry-level/lowest priced offering found on vendor websites on September 13, 2018. These ranges correspond to the 25th, 75th, and 100th percentiles of pricing information gathered from vendor websites of sample products._ The above list summarizes pricing for the base plans of most ITSM software products. Higher-priced premium products may include additional features such as project management, asset tracking, and reporting. * * * ## Considerations when purchasing ITSM tools - **Integration with existing systems:** ITSM software has to monitor all software solutions, networks, and equipment within an organization, requiring the software to pull data from all interconnected applications in real time. This is generally achieved via its capability to integrate with other business applications, which allows ITSM software to monitor the health of all systems. Before making a purchase, software buyers should review ITSM systems' ability to integrate with their existing applications and infrastructure to ensure the software can access the required data. - **Total cost of ownership:** The market is saturated with hundreds of ITSM tools, and direct comparison is difficult due to both the number of available solutions and the ways in which they differ. After building a shortlist of software that meets their specific needs, software buyers should carefully evaluate pricing models and ensure that there are no hidden costs, and/or that the final price includes any additional deployment, module, capability, data storage, processing, and integration costs. * * * ## Relevant ITSM software trends - **Chatbots will transform service management:** Chatbots can swiftly respond to customer queries without human intervention. According to [our research](https://www.capterra.com/resources/top-5-small-business-tech-trends/), small businesses can achieve significant operational and cost advantages by implementing conversational chatbots. Over the next few years, chatbots will begin providing basic support via ITSM solutions to customers and employees while leveraging advanced tools such as smart search, smart emails, and smart ticketing. - **Predictive customer service:** Machine learning and artificial intelligence (AI) will offer innovative applications in the service management field in the coming years. Major advancements in virtual personal assistants, recommendation engines, and physical devices such as drones and robots will drive adoption. According to [our research](https://www.capterra.com/resources/top-5-small-business-tech-trends/), more than half of small businesses will adopt AI technologies within the next one to two years. As adoption expands, expect AI applications to support the traditional workforce and increase productivity. * * * **Sources** Products evaluated for the pricing calculation were taken from [Capterra's "Top 20 Most User-Friendly ITSM Software" report](https://www.capterra.com/itsm-software/#user-friendly). The pricing ranges exclude freemium versions of the products. The highlighted features were identified based on their relevance and the percentage of products in [Capterra's ITSM solutions directory](https://www.capterra.com/itsm-software/) that offer them. The following sources were used for this document: 1\. [Top 5 Tech Trends for Small Business, Capterra](https://www.capterra.com/resources/top-5-small-business-tech-trends/) (Date accessed: September 14, 2018)