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ITSM Software Buyers' Guide

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ITSM Software Buyers' Guide

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Freshservice is an online ITSM solution with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud. Learn more about Freshservice

Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation Learn more about Freshservice

Samanage is the most reviewed and highest rated ITSM solution. Our service desk simplifies complex tasks and automates basic ones, while providing loads of metrics, reports, and configurations, without being overwhelming. Samanage lets you easily follow the ITIL framework, you'll achieve faster ticket resolutions, improve SLAs, and waste less time repeating the same task over and over. Deliver faster, smarter services and stop living fire to fire. Learn more about Samanage

Save valuable time & allow yourself to deliver faster & smarter services with the most reviewed & highest rated ITSM solution. Learn more about Samanage

SysAid

by SysAid Technologies

SysAid's award-winning ITSM includes everything you need for effective IT service management (ITSM) in a single ITIL-aligned solution. SysAid's ITSM includes a powerful incident and service request management module plus other core ITIL capabilities such as problem management and change management. Included are asset management capabilities along with modern-day IT support must-haves like an end-user self-service portal. Get a Free Trial today or contact us to see what SysAid can do for you. Learn more about SysAid

Easily manage all your ITSM activities with a proven IT solution. Youll find all the essentials you need in one dashboard. Learn more about SysAid

SolarWinds RMM

by SolarWinds MSP

The SolarWinds® RMM remote monitoring and management platform is designed to make managing, maintaining, and protecting IT assets easy for IT service providers and in-house IT professionals. From a single web-based dashboard, you get access to security features, like antivirus, patch management, email protection, and integrated backup¿in addition to drag-and-drop automation that doesn¿t require you to learn a scripting language. In short, RMM is built to provide efficiency and grow as you grow. Learn more about SolarWinds RMM

SolarWinds® RMM is a remote monitoring and management platform designed to make managing, maintaining, and protecting IT assets easy. Learn more about SolarWinds RMM

Zendesk builds help desk software for better customer relationships. Our products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to help turn interactions into lasting relationships. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Disney are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Learn more about Zendesk

Zendesk enables companies to deliver excellent customer support through multiple channels including email, chat, call and sms. Learn more about Zendesk

Cherwell Software

by Cherwell Software

Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration, customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy solutions. Our codeless architecture means you can add new functionality without modifying a single line of code, integrate easily with 3rd party applications and upgrade without fear of breaking what you've built. Learn more about Cherwell Software

We're an innovative IT Service Management and Asset Management platform provider looking to make the world of IT a better place. Learn more about Cherwell Software

Atera is a cloud-based IT management platform that provides an all-in-one solution built for MSPs and IT Support personnel. Atera offers RMM, PSA & Helpdesk, and Remote Access in one powerful solution. Atera's innovative platform is simple to use, allowing quick on-boarding. Atera's disruptive pricing model allows users to pay per technician with unlimited agents, offering transparent and predictable pricing. We offer a free 30-day trial, so sign up now and get started right away! Learn more about Atera

Remote Monitoring Management (RMM), Professional Service Automation (PSA) and Remote Access - IT happiness in one place. Learn more about Atera

Made for companies that sell, service, and support technology, ConnectWise Manage is the #1 business management platform worldwide. Today, more than 100,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. The platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, cloud services and business analytics that dramatically streamline a company's operations. Learn more about ConnectWise Manage

ConnectWise Manage helps you organize your business around one centralized system, so your organization can easily connect. Learn more about ConnectWise Manage

Opsgenie

by Atlassian

Opsgenie is a powerful alerting and on-call management platform for operating always-on services, empowering Dev & Ops teams to plan for service disruptions and stay in control during incidents. With over 200 deep integrations and a highly flexible rules engine, Opsgenie centralizes alerts, notifies the right people reliably, and enables them to take rapid action. Opsgenie tracks all activity and provides actionable insights to improve productivity and drive continuous operational efficiencies. Learn more about Opsgenie

Top Rated: Opsgenie is a powerful alerting and on-call management platform for Dev and Ops teams operating always-on services. Learn more about Opsgenie

ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand. Learn more about ServiceDesk Plus

Help Desk Support Software and Asset Management Tool includes, Knowledgebase, SLA Management, Ticket Tracking, Inventory Management. Learn more about ServiceDesk Plus

Accelo combines the key needs of a CRM, project planning, contracts, service tickets, and more in one platform for small to medium sized IT Service businesses. With support for both traditional and agile operations management methodologies, you can easily to assign work, track progress and see budgets and profitability in real time. Save time by automating and gaining visibility into the performance of your entire IT Service business, from prospect to close. Learn more about Accelo

Accelo is an end-to-end tool for sales, ticketing, and project management, built specifically for IT Consultants and MSPs. Learn more about Accelo

InvGate Service Desk is a web-based ITIL ready solution with an unprecedented user interface. Offering Incident, Problem, Change, Asset & Knowledge processes. Service Desk provides unmatched collaboration between users, powerful automation & smart ticket management. Multi-tenant cloud-based SaaS or On-Premise implementation. 100% code-free configuration, drag-and-drop graphical workflow builder, business analytics reporting, custom dashboards, SLAs, email ticketing and Gamification. Learn more about Service Desk

Intuitive web-based service desk software to manage, analyze, and automate your IT service support. Learn more about Service Desk

TOPdesk cloud-based software helps companies offer better services to their customers. With easy-to-use ITSM software and over 20 years experience our software helps you manage incidents, create workflows, and keep track of configurations. Make your end users more self-reliant thanks to the Self-Service Portal. More than 4500 organisations worldwide already use TOPdesk to increase efficiency and improve customer satisfaction. Are you looking for service excellence? Let us be your guides. Learn more about TOPdesk

ITIL-aligned service management software with KPI dashboard that helps track workload for each employee and assign tasks efficiently. Learn more about TOPdesk

Alloy Navigator

by Alloy Software

Achieving high levels of customer service while managing complex IT operations is critical for any organization. That's why we designed Alloy Navigator's intuitive and collaborative IT Service Management capabilities that transparently integrate with the flexible beauty of intelligent workflow, insightful dashboards and on-the-fly views. Combined with powerful Asset Management tools, Alloy Navigator is your complete IT management solution. Learn more about Alloy Navigator

Alloy Navigator is a real-world solution beautifully designed for real-world customers, built by real-world IT people just like you. Learn more about Alloy Navigator

Jira Service Desk is rated the #1 Most Popular and Affordable ITSM software. Built on Atlassian's Jira Software, Jira Service Desk has everything your IT teams need out-of-the-box including automation rules, SLAs, real-time reporting, and ITIL-certified processes like incident, problem, and change management. Deliver great service, at a fraction of the cost and set up time of competitors. Learn more about Jira Service Desk

Jira Service Desk is service desk software built for modern IT teams starting at only $10 per month. Try it free: https://www.atlassian Learn more about Jira Service Desk

With help desk applications from Salesforce, you don't have to invest in support centers around the world. Instead, you get state-of-the-art global help desk software that runs in the cloud, 24x7. With Salesforce help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles. Learn more about Salesforce Service Cloud

With help desk solutions, you can streamline your support operations to provide 24x7 global support that is cost effective Learn more about Salesforce Service Cloud

Goverlan Reach

by Goverlan Inc.

Goverlan Reach is a remote IT support solution for sysadmins, technicians, and engineers. It streamlines IT support and systems management. Goverlan Reach provides: Secure access to your users machines no matter where they are / State-of-the-art Remote Control / Active Directory administration and Password management / Behind-the-scenes systems management / Software and patch distribution / IT Process Automation / Compliance and security management Learn more about Goverlan Reach

Goverlan Reach is a remote IT support solution for sysadmins, IT support technicians, and engineers. Learn more about Goverlan Reach

NinjaRMM

by NinjaRMM

NinjaRMM is an all-in-one IT service management platform with a robust set of features to help you design, plan, deliver, operate and control IT services. You can manage network devices including windows and mac endpoints, perform patching, access remotely, deploy and run antivirus scans, automate scripts across all devices, monitor website performance and more. Built on an easy and intuitive cloud-based platform, you can get up and running in 5 minutes, no servers required. Learn more about NinjaRMM

NinjaRMM is the easiest, all-in-one remote IT service management and monitoring solution that IT professionals love. Learn more about NinjaRMM

When dealing with a cyber attack, you need to shut it down immediately. Limit the damage by contacting your employees with secure, off-network alerts. Using machine learning, artificial intelligence and data science, we pull employee contact info from your company's HRIS to ensure that your contact database is always 100% accurate. You never have to worry about not reaching an employee again with AlertFind's SmartContact feature. Free 30d Trial Learn more about AlertFind

The only IT alerting system with a guaranteed 100% complete contact database. Reach employees quickly with secure, off-network alerts. Learn more about AlertFind

TechExcel ServiceWise is a configurable and scalable software suite for help desk management and IT service management. ServiceWise helps automate and streamline IT help desk activities with configurable workflows, process approvals, email integration, IT project management, and integrated knowledge management. The powerful features and the ease of maintenance make ServiceWise a powerful solution for growing IT service organizations. Learn more about ServiceWise

ServiceWise is the comprehensive internal help desk and IT service management solution, whatever your business processes may be. Learn more about ServiceWise

Vision Helpdesk

by Vision Helpdesk

Vision Helpdesk's Service Desk is PINKVerify Certified ITIL ITSM Complaint IT Help Desk Software. Vision Helpdesk's Service Desk Tool offers features like Asset Management, Incident Management, Problem, Change, Release & Deployment, Service Request, Service Catalog, Financial Management, Product & Vendor Management and more. Vision Helpdesk is trusted by 15000 plus companies across the globe since 2007. Learn more about Vision Helpdesk

Vision Helpdesk's Service Desk is PINKVerify Certified ITIL ITSM Complaint IT Help Desk Software. Learn more about Vision Helpdesk

Intelligent Service Management is a robust, full-featured service management suite thats simple, affordable and aided by Luma the Virtual Support Agent with Artificial Intelligence. The solution reduces support efforts and improves the end user experience. With the help of codeless configuration and drag-and-drop service automation, customization is easy, and administration is minimal. Lumas AI based conversational interface understands the users intent, ensuring requests are actionable. Learn more about Intelligent Service Management

Intelligent Service Management is a robust, full-featured service management suite aided by Luma the Virtual Support Agent with AI. Learn more about Intelligent Service Management

LogMeIn Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use. Learn more about LogMeIn Rescue

Real-time remote control of a customer's computer over the web for help desks, support softwares, IT organizations, and more. Learn more about LogMeIn Rescue

NetHelpDesk

by Net Help Desk

NetHelpDesk is a UK based company, which provides ITIL aligned ITSM software that can be installed on premise or in the cloud. Through over 20 years of experience, NetHelpDesk has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: incident, problem and change management, asset management, CMDB, service catalogue, telephony integration, mobile apps. Learn more about NetHelpDesk

NetHelpDesk is a UK based company, which provides ITIL aligned ITSM software that can be installed on premise or in the cloud. Learn more about NetHelpDesk

IncidentMonitor

by Monitor 24-7

ITIL Service Management solution. Pink Verified for 10 processes. IncidentMonitor is a service management framework that comes out of the box with multiple free process templates. The application offers Enterprise features at an low SMB price. All processes can easily be customized using the graphical workflow and smart service catalog designer. No coding is needed to create most advanced workflows and webforms. Unlimited processes can run next to each other created a real shared service center Learn more about IncidentMonitor

Enterprise ITIL Service Desk solution at a low cost SMB price. Advanced and Feature rich. FREE ITIL process templates available Learn more about IncidentMonitor

Bpm'online service is a cloud application with out-of-the-box processes for full-cycle service management. The best choice for medium and large companies looking to deliver high-level service across multiple communication channels. A rich set of out-of-the-box processes allows managing customer requests and automating service operations by following pre-defined processes for customer care excellence. Learn more about bpm'online service

Intelligent service management platform for medium and large organizations to accelerate service delivery and customer delight Learn more about bpm'online service

TeamHeadquarters

by Entry Software

TeamHeadquarters is a deeply integrated suite of full-function tools for Project Management, Portfolio Management, Service Desk, and Time Sheets. TeamHeadquarters helps your people focus on the right work at the right time. It helps your managers be great managers. Available On Demand, you can start using this powerful enterprise software suite right away. Learn more about TeamHeadquarters

Project management software with integrated Service desk. Keeps projects on track while you provide awesome customer support. Learn more about TeamHeadquarters

Wrike is online work management software that helps your team streamline incoming bug requests with built-in forms, automatically assign correct teams and track progress on timelines or kanban boards. With Wrike, you'll be able to create and delegate tasks, track deadlines, visualize your plans on the Gantt chart, and share reports. Wrike also offers advanced features like Custom Workflows, advanced security, restricted data access, and more. The perfect fit for teams of 20+. Learn more about Wrike

Streamline incoming requests, track work progress, and manage IT projects with Wrike. Perfect fit for teams of 20+. Learn more about Wrike

ServiceDesk Plus MSP is a web-based, ITIL-ready help desk software designed specifically for managed service providers. This all-in-one ITSM solution delivers a comprehensive service desk that includes a streamlined ticketing system; centralized account management features; built-in modules for IT asset, problem, and change management; remote control; advanced reporting and analytics; seamless integrations with native and third-party applications; and a lot more. Learn more about ServiceDesk Plus MSP

ServiceDesk Plus MSP is an ITIL-ready service desk for managed service providers with features built on ITSM best practices. Learn more about ServiceDesk Plus MSP

Naverisk is an excellent Remote Monitoring & IT Service Management solution for MSPs and IT service providers. Wrapped in a single, all-in-one solution, Naverisk provides tools for device and network scanning & IP monitoring, alerting, auditing, patching, reporting, ticketing, workflow, automation, scripting, and much more. Plus, our partners enjoy exceptional 24/7 global support for the platform at no additional cost. Get a Free Trial today! Learn more about Naverisk RMM & PSA

All-in-One IT Service Management software designed for managed service providers to manage IT services & remote monitoring Learn more about Naverisk RMM & PSA

mHelpDesk is the #1 easiest and most powerful solution for your IT services business, automating everything from first customer contact all the way to getting paid. We provide our customers with mobile and online tools that are unmatched in performance, reliability, and functionality. We've packed the best tools into one extremely easy-to-use and affordable package that requires no big upfront investment. And we have in-house product experts to get you up and running immediately. Learn more about mHelpDesk

The fastest, easiest, and highest value ITSM software to automate everything from first customer contact to getting paid. Learn more about mHelpDesk

QuestDesk Solutions

by QuestDesk Solutions

Close tickets faster through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary. Improve consistency and control with workflow automation that guides your Service Desk technicians through your preferred processes, automating emails and other backend actions. Learn more about QuestDesk Solutions

An enterprise-level service management solution designed for organizations of all sizes. Learn more about QuestDesk Solutions

Awarded "Best Overall Value" from Info-Tech Research Group for the 3rd year in a row, Agiloft provides the fastest time to value because it slashes the time to configure the solution to your requirements. We can customize it for you live during the demo -so you get a trial system that you can actually use and a fast, affordable deployment. Agiloft addresses even the most sophisticated requirements in record time. Start today with a free custom demo. Learn more about Agiloft

Winner of Info-Tech analyst awards. Flexible ITIL technology ensures a rapid implementation of even the most sophisticated workflows. Learn more about Agiloft

OTRS is a fully-managed service management suite that includes ticketing, workflow/process automation and notification, among its many features. Processes can be customized to incorporate ITIL and/or specific security requirements. ITSM professionals use OTRS to structure communication and streamline internal processes so that they can respond quickly to any situation and provide the best possible service in a cost effective way. Request a demo today. Learn more about OTRS

Fully-managed service management suite that includes ticketing, workflow automation & notification for ITSM professionals. Learn more about OTRS

ChangeGear

by SunView Software

ChangeGear by SunView Software delivers a robust ITSM solution for enterprise with advanced service management features, ITIL-based modules, an AI and machine learning platform, and more. Get everything you need to easily build, configure, automate, and deploy services for IT and beyond like incident management, problem, change, self-service, HR Onboarding, Facilities, and more. Get started quickly with out-of-the-box essentials. Learn more about ChangeGear

ChangeGear by SunView Software delivers enterprise-grade ITSM that's fast to implement, easy to configure & less costly to maintain. Learn more about ChangeGear

With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more. Learn more about Web Help Desk

Web Help Desk® is a web-based ticketing, IT asset, knowledge, and change management software that is easy to use. Learn more about Web Help Desk

BlueFolder

by BlueFolder

BlueFolder is a web-based service management solution that offers a unique blend of ease-of-use and breadth of functionality. Along with features such as robust ticket management, scheduling/dispatch, and billing, BlueFolder stands apart with features like a powerful customer portal, asset/equipment tracking, and customer notifications. Our customers regularly tell us that adopting it has been the key to realizing the productivity gains that have propelled their business to the next level. Learn more about BlueFolder

Software built for IT service business professionals; centralizing ticket & customer management, billing, team scheduling and more. Learn more about BlueFolder

Vizor is a comprehensive helpdesk issue tracking system for delivering full IT end-user and customer support. Features include powerful email integration, SLA support, knowledgebase, team-working, automatic ticket assignment and a self-service portal. Vizor ServiceDesk is ready to use out-of-the-box or can easily be customized to meet your exact requirements. Available on-premise or in the cloud. Click here to test drive now. Learn more about VIZOR ServiceDesk & IT Assets

Comprehensive helpdesk issue tracking for IT end user and customer support. Learn more about VIZOR ServiceDesk & IT Assets

Virima

by Virima Technologies, Inc.

Virima IT Service Management (ITSM) builds upon Virima's proven, powerful, and flexible IT asset discovery, visualization, and asset management (ITAM) solutions. Virima ITSM helps IT Operations professionals take control of their IT environments, deliver the services their users need and want, make more informed and insightful decisions, and maximize the business value of their IT investments. Learn more about Virima

Automate and improve ITIL service delivery, make better decisions, and maximize the value of your IT investments with Virima ITSM. Learn more about Virima

HarmonyPSA

by Harmony Business Systems

HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform, available from the cloud on any device. Learn more about HarmonyPSA

The next generation of PSA tool. Complete professional services automation package for software and services businesses. Learn more about HarmonyPSA

Real-time monitoring, email alerts, monitor multiple devices in one dashboard, easy-to-use for Windows and Linux servers & switches. Learn more about Spiceworks Network Monitor

Real-time monitoring, email alerts, monitor multiple devices in one dashboard, easy-to-use for Windows and Linux servers & switches. Learn more about Spiceworks Network Monitor

Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone. Learn more about Kayako

Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone. Learn more about Kayako

Easy to use help desk software that can handle ITIL aligned service management. Learn more about Kaseya VSA and start your free trial. Learn more about Kaseya VSA

Easy to use help desk software that can handle ITIL aligned service management. Learn more about Kaseya VSA and start your free trial. Learn more about Kaseya VSA

Vivantio ITSM is the most flexible, reliable, trusted service management solution on the market. Learn more about Vivantio ITSM

Vivantio ITSM is the most flexible, reliable, trusted service management solution on the market. Learn more about Vivantio ITSM

Radically redesigned to set a new standard for IT service management on-premises or in the cloud. Learn more about Remedy IT Service Management

Radically redesigned to set a new standard for IT service management on-premises or in the cloud. Learn more about Remedy IT Service Management

Software is available for On Premise and SaaS and solutions provides capabilities that address requirements for Help Desk/Service Desk, Learn more about BOSS Solutions Suite

Software is available for On Premise and SaaS and solutions provides capabilities that address requirements for Help Desk/Service Desk, Learn more about BOSS Solutions Suite

PagerDuty

by PagerDuty

Cloud software that connects people, systems & data into a single view for visibility and actionable intelligence across operations. Learn more about PagerDuty

Cloud software that connects people, systems & data into a single view for visibility and actionable intelligence across operations. Learn more about PagerDuty

iSupport

by iSupport Software

End users can submit requests for service, search for solutions, and view the status of their open incidents. Learn more about iSupport

End users can submit requests for service, search for solutions, and view the status of their open incidents. Learn more about iSupport

SMART SERVICE DESK ITSM

by SMART Service Desk

Customer Support, IT Service Management, Governance and Risk Compliance. We offer software for ITIL, COBIT, ISO 20000 and ISO 27001 Learn more about SMART SERVICE DESK ITSM

Customer Support, IT Service Management, Governance and Risk Compliance. We offer software for ITIL, COBIT, ISO 20000 and ISO 27001 Learn more about SMART SERVICE DESK ITSM

Motadata

by Motadata

A platform that derives business insights by real-time processing, correlation and intelligent visualization of IT data. Learn more about Motadata

A platform that derives business insights by real-time processing, correlation and intelligent visualization of IT data. Learn more about Motadata

OneSoft Connect

by OneSoft Connect

Manage anything. OneSoft match your business just like LEGO! Say goodbye to your messy documents, spreadsheets and many apps. Learn more about OneSoft Connect

Manage anything. OneSoft match your business just like LEGO! Say goodbye to your messy documents, spreadsheets and many apps. Learn more about OneSoft Connect

Express automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable. Learn more about ServiceNow Express

Express automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable. Learn more about ServiceNow Express

FootPrints

by BMC Software

IT service management for mid-size organizations Learn more about FootPrints

IT service management for mid-size organizations Learn more about FootPrints

Enterprise-class IT service management application built for multinational organizations around Service Integration and Management. Learn more about 4me

Enterprise-class IT service management application built for multinational organizations around Service Integration and Management. Learn more about 4me

Canfigure

by Canfigure

Canfigure is a modular ITSM and ITAM solution based on ITIL principles. Canfigure can be deployed on premise or cloud hosted. Learn more about Canfigure

Canfigure is a modular ITSM and ITAM solution based on ITIL principles. Canfigure can be deployed on premise or cloud hosted. Learn more about Canfigure

C2 ATOM

by C2 Enterprise

Powerful web-based IT service management software helping your organization modernize ITSM to provide extraordinary service delivery. Learn more about C2 ATOM

Powerful web-based IT service management software helping your organization modernize ITSM to provide extraordinary service delivery. Learn more about C2 ATOM

SUMMIT

by Symphony SUMMIT

Intelligent, Integrated & Innovative ITIL 2011 certified, unified ITSM Platform for Service, Asset, Availability & Project Management. Learn more about SUMMIT

Intelligent, Integrated & Innovative ITIL 2011 certified, unified ITSM Platform for Service, Asset, Availability & Project Management. Learn more about SUMMIT

CloudMonix

by Paraleap Technologies

Deep support for Microsoft Azure. Insight into production environments and middleware. Automatic self healing. Learn more about CloudMonix

Deep support for Microsoft Azure. Insight into production environments and middleware. Automatic self healing. Learn more about CloudMonix

IT service management solution that provides automation, change management, and practice content to reduce risks and costs. Learn more about CA Service Desk Manager

IT service management solution that provides automation, change management, and practice content to reduce risks and costs. Learn more about CA Service Desk Manager

OMNITRACKER is a universal platform for business processes on which all OMNITRACKER applications are based. Learn more about OMNITRACKER

OMNITRACKER is a universal platform for business processes on which all OMNITRACKER applications are based. Learn more about OMNITRACKER

IT service management. On-premise / cloud. ITIL verified processes plus integration and automation within and beyond the service desk. Learn more about LANDESK Service Desk

IT service management. On-premise / cloud. ITIL verified processes plus integration and automation within and beyond the service desk. Learn more about LANDESK Service Desk

TechSuite

by RepairTech

RepairTech's suite of software automates the computer repair process. Learn more about TechSuite

RepairTech's suite of software automates the computer repair process. Learn more about TechSuite

TeamDynamix

by TeamDynamix

Project, portfolio and service management solutions in a single work management platform. Learn more about TeamDynamix

Project, portfolio and service management solutions in a single work management platform. Learn more about TeamDynamix

SupportDesk ITSM

by House-on-the-Hill Software

Flexible Service Desk solution that allows for effective incident, problem, change, SLA management from an intuitive interface. Learn more about SupportDesk ITSM

Flexible Service Desk solution that allows for effective incident, problem, change, SLA management from an intuitive interface. Learn more about SupportDesk ITSM

Cloud-based solutions designed to support your organization's current ITIL maturity and IT service management strategy. Learn more about EV Service Manager

Cloud-based solutions designed to support your organization's current ITIL maturity and IT service management strategy. Learn more about EV Service Manager

Model, monitor, manage, access and control Physical, Virtual and Cloud IT Infrastructure to increase server utilization and workflow. Learn more about NetZoom, Inc.

Model, monitor, manage, access and control Physical, Virtual and Cloud IT Infrastructure to increase server utilization and workflow. Learn more about NetZoom, Inc.

eyeShare

by Ayehu Software Technologies

Next Generation IT Automation & Orchestration Platform - A force multiplier for IT and security operations Learn more about eyeShare

Next Generation IT Automation & Orchestration Platform - A force multiplier for IT and security operations Learn more about eyeShare

MSM

by Marval Software

Web-based ITSM, service desk and helpdesk software. ITIL and ISO/IEC 20000 compatible. Learn more about MSM

Web-based ITSM, service desk and helpdesk software. ITIL and ISO/IEC 20000 compatible. Learn more about MSM

Web Browser delivered CRM solution for managing corporate Contacts, Organizations, Functions and Events related data. Learn more about versaSRS HelpDesk

Web Browser delivered CRM solution for managing corporate Contacts, Organizations, Functions and Events related data. Learn more about versaSRS HelpDesk

ITSM tool which provides integrated operations management, service catalog and more through non-disruptive testing. Learn more about VMware Service Manager

ITSM tool which provides integrated operations management, service catalog and more through non-disruptive testing. Learn more about VMware Service Manager

assyst

by Axios Systems

The world's most advanced best practice based IT service management software solution. Learn more about assyst

The world's most advanced best practice based IT service management software solution. Learn more about assyst

DeskCenter Management Suite

by DeskCenter Solutions

IT Asset Management, Software Asset Management. Software Deployment, Service Desk, Mobile Device management in a single suite Learn more about DeskCenter Management Suite

IT Asset Management, Software Asset Management. Software Deployment, Service Desk, Mobile Device management in a single suite Learn more about DeskCenter Management Suite

Incident management system that ensures rock-solid-reliability. Never miss critical alerts from monitoring tools and teams. Learn more about Incident Management System

Incident management system that ensures rock-solid-reliability. Never miss critical alerts from monitoring tools and teams. Learn more about Incident Management System

IT Alerting

by Everbridge

Triage and fix IT incidents faster with workflow automation and on-call schedule management. Learn more about IT Alerting

Triage and fix IT incidents faster with workflow automation and on-call schedule management. Learn more about IT Alerting

Mproof

by Mproof

Clientele ITSM offers a wide array of possibilities for every service organization. Start optimizing your work processes today. Learn more about Mproof

Clientele ITSM offers a wide array of possibilities for every service organization. Start optimizing your work processes today. Learn more about Mproof

Nlyte DCSM

by Nlyte Software

A Gartner Magic Quadrant Leader in 2014, 2015, 2016, Nlyte has the largest and most sophisticated DCIM implementations in the world. Learn more about Nlyte DCSM

A Gartner Magic Quadrant Leader in 2014, 2015, 2016, Nlyte has the largest and most sophisticated DCIM implementations in the world. Learn more about Nlyte DCSM

vFire

by Alemba

vFire is an Enterprise level IT Service Management Software tool developed by Alemba. Learn more about vFire

vFire is an Enterprise level IT Service Management Software tool developed by Alemba. Learn more about vFire

CMDBuild

by Tecnoteca

CMDBuild is the integrated solution for the Service Desk management. High configurable, ITIL compliant, multilanguage and open source. Learn more about CMDBuild

CMDBuild is the integrated solution for the Service Desk management. High configurable, ITIL compliant, multilanguage and open source. Learn more about CMDBuild

ITSM solution that integrates asset management, task scheduling, ticketing, and more. Learn more about Cockpit IT Service Manager

ITSM solution that integrates asset management, task scheduling, ticketing, and more. Learn more about Cockpit IT Service Manager

iET ITSM

by iET Solutions

iET® ITSM is fully integrated, highly configurable, built to scale and designed to meet any organizations needs. Learn more about iET ITSM

iET® ITSM is fully integrated, highly configurable, built to scale and designed to meet any organizations needs. Learn more about iET ITSM

SevOne

by SevOne

SevOne provides the world's fastest, most scalable performance monitoring platform to the world's most connected companies. Learn more about SevOne

SevOne provides the world's fastest, most scalable performance monitoring platform to the world's most connected companies. Learn more about SevOne

unitworx

by unitworx

unitworx is a fully-integrated ITSM Software with all tools for professional IT Management: Documentation, Monitoring & Ticketing. Learn more about unitworx

unitworx is a fully-integrated ITSM Software with all tools for professional IT Management: Documentation, Monitoring & Ticketing. Learn more about unitworx

ServiceTonic

by ServiceTonic

Powerful, flexible and easy-to-manage Web-based help desk, issue tracking and service management software. Learn more about ServiceTonic

Powerful, flexible and easy-to-manage Web-based help desk, issue tracking and service management software. Learn more about ServiceTonic

Octopus

by Octopus-ITSM.com

Helpdesk / IT Service Management software. Document and resolve daily incidents and requests in the most efficient way possible. Learn more about Octopus

Helpdesk / IT Service Management software. Document and resolve daily incidents and requests in the most efficient way possible. Learn more about Octopus

.Biz

by EasyAccess Business Solutions

An integrated suite of tools for IT service management based on Microsoft .NET technology and ITIL best practices. Learn more about .Biz

An integrated suite of tools for IT service management based on Microsoft .NET technology and ITIL best practices. Learn more about .Biz

Activate

by Activate

Self Service Provisioning product allows Business Users to perform tasks that would normally be done manually by the Service Desk. Learn more about Activate

Self Service Provisioning product allows Business Users to perform tasks that would normally be done manually by the Service Desk. Learn more about Activate

ALVAO Service Desk system is a user-friendly ITSM solution integrated into Microsoft technologies. Learn more about ALVAO Service Desk

ALVAO Service Desk system is a user-friendly ITSM solution integrated into Microsoft technologies. Learn more about ALVAO Service Desk

Anakage

by Anakage

An end user support platform to manage and reduce support tickets. Learn more about Anakage

An end user support platform to manage and reduce support tickets. Learn more about Anakage

Put security at the core of your practice. Learn more about Barracuda Managed Workplace

Put security at the core of your practice. Learn more about Barracuda Managed Workplace

BigPanda

by BigPanda

BigPanda Autonomous Operations platform helps IT Ops, NOC & DevOps teams detect, investigate and resolve IT incidents faster than ever. Learn more about BigPanda

BigPanda Autonomous Operations platform helps IT Ops, NOC & DevOps teams detect, investigate and resolve IT incidents faster than ever. Learn more about BigPanda

Chime for Lync

by Instant Technologies

ITSM service desk application using Microsoft Lync for click-to-chat functionality. Learn more about Chime for Lync

ITSM service desk application using Microsoft Lync for click-to-chat functionality. Learn more about Chime for Lync

Automates alert flows, accelerates responses to critical incidents and reduces unexpected downtime by 60%. Learn more about DERDACK Enterprise Alert

Automates alert flows, accelerates responses to critical incidents and reduces unexpected downtime by 60%. Learn more about DERDACK Enterprise Alert

Agile Business and IT Service Management software for active asset management and monitoring. Learn more about Gensys X

Agile Business and IT Service Management software for active asset management and monitoring. Learn more about Gensys X

Hornbill Service Manager

by Hornbill Corporate

Hornbill Service Manager is an easy to use, powerful, collaborative Service Desk solution that helps IT teams modernize their ITSM. Learn more about Hornbill Service Manager

Hornbill Service Manager is an easy to use, powerful, collaborative Service Desk solution that helps IT teams modernize their ITSM. Learn more about Hornbill Service Manager

Innovative, online change management software for complete change control in an automated, simple to use system. Learn more about IntaChange Enterprise

Innovative, online change management software for complete change control in an automated, simple to use system. Learn more about IntaChange Enterprise

IQ 360

by IQ Telecom

Web-based, relational database driven telecommunications management solution with workflows and reporting. Learn more about IQ 360

Web-based, relational database driven telecommunications management solution with workflows and reporting. Learn more about IQ 360

Enables you to take full control of your IT operations and offer exceptional customer service. Learn more about IT Service Management

Enables you to take full control of your IT operations and offer exceptional customer service. Learn more about IT Service Management

ITIL compatible cloud IT process automation and service desk software for service businesses with up to 30 employees. Learn more about ITSM 365

ITIL compatible cloud IT process automation and service desk software for service businesses with up to 30 employees. Learn more about ITSM 365

iTwiz

by Snuvik Technologies

A cloud based ITSM analytics tool which helps in Corrective, Predictive and Prescriptive analytics on ITSM data of your organization. Learn more about iTwiz

A cloud based ITSM analytics tool which helps in Corrective, Predictive and Prescriptive analytics on ITSM data of your organization. Learn more about iTwiz

MIR3

by Onsolve

MIR3 is a mass notification platform used within all departments of a business to improve internal communication & business continuity. Learn more about MIR3

MIR3 is a mass notification platform used within all departments of a business to improve internal communication & business continuity. Learn more about MIR3

Navvia

by Consulting-Portal

The Navvia Process Designer is the easiest and most cost effective way to design, document and share IT or business processes. Learn more about Navvia

The Navvia Process Designer is the easiest and most cost effective way to design, document and share IT or business processes. Learn more about Navvia

Ticket Management, Asset Management, Service Catalog, Shared Services, Customer Support are just few of solutions that Nilex can offer. Learn more about Nilex Service Platform

Ticket Management, Asset Management, Service Catalog, Shared Services, Customer Support are just few of solutions that Nilex can offer. Learn more about Nilex Service Platform

Provance ITSM

by Provance Technologies

Provance IT Service Management is an integrated IT Service and Asset Management solution powered by Microsoft Dynamics 365. Learn more about Provance ITSM

Provance IT Service Management is an integrated IT Service and Asset Management solution powered by Microsoft Dynamics 365. Learn more about Provance ITSM

It is a web based remote support solution for enterprises and SMBs across industries, helping improve efficiency for IT support teams. Learn more about Remote Support Software

It is a web based remote support solution for enterprises and SMBs across industries, helping improve efficiency for IT support teams. Learn more about Remote Support Software

Richmond ServiceDesk

by Richmond Systems

Web-based service desk with customer service portal designed for internal ITSM and external customer support. Learn more about Richmond ServiceDesk

Web-based service desk with customer service portal designed for internal ITSM and external customer support. Learn more about Richmond ServiceDesk

Gives your staff access to everything they need to manage your IT Helpdesk - in one easy to deploy package. Learn more about SerioPlus

Gives your staff access to everything they need to manage your IT Helpdesk - in one easy to deploy package. Learn more about SerioPlus

Simbym

by Simbym

SIMBYM enterprise technology management metrics software,that's simple & integrated with a dozen modules on one integrated platform. Learn more about Simbym

SIMBYM enterprise technology management metrics software,that's simple & integrated with a dozen modules on one integrated platform. Learn more about Simbym

sitehelpdesk-IT

by Sitehelpdesk.com

Specifically designed for internal IT Service Management taking it beyond ITIL and into the real world. Learn more about sitehelpdesk-IT

Specifically designed for internal IT Service Management taking it beyond ITIL and into the real world. Learn more about sitehelpdesk-IT

StreamWeaver

by StreamWeaver

We help enterprises integrate metrics, events, topology and log data across their diverse collection of IT operations management tools. Learn more about StreamWeaver

We help enterprises integrate metrics, events, topology and log data across their diverse collection of IT operations management tools. Learn more about StreamWeaver

Valuemation is a modular, fully ITIL-compliant software suite for efficient support of your operational IT service management. Learn more about Valuemation

Valuemation is a modular, fully ITIL-compliant software suite for efficient support of your operational IT service management. Learn more about Valuemation

Wolken Service Desk

by Wolken Software

An Enterprise configurable and ready to use ITSM software deployed on cloud infrastructure. Learn more about Wolken Service Desk

An Enterprise configurable and ready to use ITSM software deployed on cloud infrastructure. Learn more about Wolken Service Desk

Xperience

by Basis Information Technology

Owner web based application made for the management of IT service management processes. Learn more about Xperience

Owner web based application made for the management of IT service management processes. Learn more about Xperience

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What is ITSM Software?

ITSM software, also known as Information Technology Service Management software, focuses on management of internal and external IT support.


ITSM Software Buyers' Guide

1. What is IT service management software?

Information technology service management (ITSM) software helps manage internal and external IT support. These systems 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.


2. 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 systems to track 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 use ITSM software to plan out and prepare for major issue prevention efforts, which reduces downtime overall.

3. Typical features of IT service management software

  • 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.

4. The cost of ITSM software

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 products. Higher-priced premium products may include additional features such as project management, asset tracking, and reporting.


5. Considerations when purchasing ITSM software

  • 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 ITSM software market is saturated with hundreds of options, 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.

  • Chatbots will transform service management: Chatbots can swiftly respond to customer queries without human intervention. According to our research, small businesses can achieve significant operational and cost advantages by implementing conversational chatbots. Over the next few years, chatbots will begin providing basic support 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, 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. 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 directory that offer them.

The following sources were used for this document:

  1. Top 5 Tech Trends for Small Business, Capterra (Date accessed: September 14, 2018)
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Jul 30, 2015

IT Service Success: Asking the Right Question So You Don’t Solve the Wrong Problem

While being head-down has its place, it’s equally critical to IT customer service success to look up, reflect, and consider alternative strategies. As much as your official job description might be to answer questions, sometimes the quickest and more thorough way to solve a problem is by asking the right questions yourself.

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