--- title: "SmartITSM Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SmartITSM Software - reviews, pricing plans, popular comparisons to other Configuration Management Tools products and more." source_url: "https://www.capterra.com/p/10006641/SmartITSM/" page_type: "product" language: "en" --- # SmartITSM Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) SmartITSM ## What is SmartITSM? With our intelligent configuration management tool, you keep full control over configuration items and the relations between them. The software maps all relevant data on your IT components in one central place and creates a reliable single source of truth. This allows you to keep an eye on critical changes in your IT infrastructure and make the right decisions on time. The basis of the solution is the SmartCMDB. It stores all your IT and infrastructure data in one central point. The flexible database allows you to keep an up-to-date inventory of the relevant configuration data. ## What is SmartITSM used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Asset Management](https://www.capterra.com/it-asset-management-software/)[Service Desk](https://www.capterra.com/service-desk-software/) Top alternative Featured Overall rating Based on 8 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price €49 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SmartITSM?[Manage this product listing](https://www.g2.com/products/smartitsm/claim_requests/new?auto=true) ## SmartITSM Overview Updated September 2026 AI summary SmartITSM offers businesses of all sizes a suite of IT service management tools covering asset tracking, incident and change management, configuration management, and help desk functions. Available via cloud or on-premise deployment, it features multi-channel communication, customizable workflows, AI copilot, and a self-service portal, supporting organizations seeking integrated IT support and operations management. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SmartITSM 4.6 (8) VS. [4.9 (493)](https://www.capterra.com/p/181954/Iru/reviews/) Starting Price €49 Per User, Per Month Starting Price Contact vendor Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (8) Ease Of Use 4.9 (493) Value For Money 4.6 (5) Value For Money 4.6 (482) Customer Service 5.0 (6) Customer Service 4.9 (486) ## SmartITSM alternatives [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [4.2 (253)](https://www.capterra.com/p/13803/N-central/reviews/) Starting price $1.75 Per User, Per Month Pricing Options Free Trial Free Version User Rating 85% of reviewers rated it above 4 stars [4.5 (461)](https://www.capterra.com/p/144309/Atera/reviews/) Starting price $129.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [4.7 (298)](https://www.capterra.com/p/184229/NinjaOne/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/10006641/SmartITSM/alternatives/) ## FAQs about SmartITSM Overview ### What company size and specific industries is SmartITSM built for? SmartITSM is designed for businesses of various sizes across multiple industries. Its flexible solutions can be customized to meet the specific requirements of each company, making it suitable for organizations that need an IT service management tool tailored to different operational needs. Features and Usability ### What are the key features of SmartITSM? SmartITSM offers help desk and ticket management, incident, problem, change, and release management, plus a self service portal and service catalog. It also includes IT asset tracking, CMDB, workflow automation, approvals, alerts, reporting and analytics, access controls, knowledge base management, and third-party integrations. Integrations ### Which third-party tools and platforms does SmartITSM integrate with? SmartITSM integrates with Confluence, Microsoft SQL Server, SOTI MobiControl, baramundi Management Suite, theGuard, and vSphere. These integrations cover service management, database systems, mobile device control, endpoint management, IT asset discovery, and virtualization for Windows servers, workstations, hardware, and virtual machines. Answer based on 1 reviews Getting Started and Support ### What training and onboarding options does SmartITSM offer? SmartITSM provides live online sessions, webinars, documentation, and videos for training. Live online sessions and webinars support guided learning, videos provide visual walkthroughs, and documentation offers written reference material for reviewing setup steps and product functions. Getting Started and Support ### What customer support options does SmartITSM offer? SmartITSM provides email/help desk, FAQ/forum, knowledge base, phone support, and chat. With no reviewer feedback available on support experiences, no clear pattern emerges about response speed, helpfulness, or common frustrations. The listed channels show multiple ways for users to seek help and product guidance. ## Features AI summary Based on 834 Configuration Management Tools reviews Capterra data shows that buyers of ITSM rank the following features as their top priorities: - **Asset Tracking** (**53%** of reviewers rated this feature as critical) - **Support Ticket Management** (**58%**) - **Incident Management** (**60%**) SmartITSM supports all three of the features reviewers rate highest: **Asset Tracking**, **Support Ticket Management**, and **Incident Management**. Together, these capabilities help businesses keep visibility into IT assets, handle service requests efficiently, and resolve disruptions faster, allowing teams to maintain service quality and stay organized across daily IT operations. Support Ticket Management 5.0 (3) 133.33% of 3 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Incident Management 5.0 (2) 150.00% of 2 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Service Level Agreement (SLA) Management 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Alerts/Notifications 5.0 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Knowledge Base Management 4.3 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ticket Management 5.0 (3) 133.33% of 3 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues SmartITSM 70 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Approval Workflow: Route documents and other data through one or more stakeholders for review and approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Business Process Automation: Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes - Calendar Management: Track and manage schedules and meetings via an integrated calendar - Change Management: Track and monitor efficient handling of all changes/transitions - Change Planning: Planning training and tasks to facilitate the transition to new technology, process, or workflow. - Change Tracking: Track changes in laws and regulations and compare previous legislation to current legislation - Chat/Messaging: Communicate using direct chat or messages within the system - CMDB: Configuration Management Database - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Device Auto Discovery: Automatically scan the network for devices and take pre-defined actions upon discovery - Email Management: Manage, store and organize emails within the system or via third-party apps - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Inventory Management: Track and manage inventory levels to maintain proper supply - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IT Reporting: Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more - IT Risk Management: Manage risks related to IT systems - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - License Management: Track and organize the number of licenses available to the organization - Lifecycle Management: Manage the end-to-end lifecycle, from initial setup/development to deployment and maintenance - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Language: Manage and support multiple languages - Performance Monitoring: Monitoring and measurement of relevant metrics to assess the performance of IT resources - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Relationship Mapping: Creating relationships between different IT assets to define their status and dependencies in a network - Release & Deployment: Planning, coordinating, and executing the deployment of software or system changes into a live or production environment - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Risk Assessment: Initiate collection and analysis of known risks - Role-Based Permissions: Set & manage permission levels based on user roles and restrict access to only authorized individuals - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Status Tracking: Track the status over time for a request, process, asset, or transaction - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Task Management: Create, manage and track all task activities and progression - Text Editing: Edit text as needed - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 4.5 (8) 4.5 Based on 8 reviews ## Pricing Value for money 4.6 (5) Free Trial All-in-One €49.00 Per User,Per Month Value for money 4.6 (5) 4.6 Based on 5 reviews 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. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 5.0 (6) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 5.0 (6) 5.0 Based on 6 reviews ## User reviews Overall rating 4.6 Based on 8 reviews Filter by rating 5(5) 4(3) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent Ryan P. Packaging Designer Alternative Medicine ### "Beyond Basic Ticketing, you can do a lot with it." 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 February 16, 2026 Overall, beyond basic ticketing, SmartITSM lets you track lifecycle stages of assets, create audit trails, and connect incidents directly to configuration items which I think gives teams broader visibility into infrastructure. Pros SmartITSM brings together key ITSM capabilities such as ticketing, incident/issue/request tracking, asset and configuration management (CMDB), change workflows, SLA tracking and more in one unified system, which simplifies operations Cons My least favorite aspect is the licensing costs as a downside... especially for wide enterprise deployment. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JG Josef G. P. Configuration Manager - External Consulting Wholesale ### "CMDB-Integration" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 March 6, 2024 Die Integration der CMDB wurde/wird von Anfang an bis Heute professionell vom Hersteller begleitet. Die Zusammenführung von Asset-Informationen an einer Stelle, inklusive der Abbildung der dazugehörigen Relationen, bietet den Fachabteilungen einen einfachen Zugriff und deutlichen Mehrwert. Pros Sehr gutes integriertes und erweiterbares Autodiscovery Hohe Flexibilität Ad-Hoc-Reports/Exports Cons An der ein- oder anderen Stelle gibt es bestimmt noch Verbesserungsmöglichkeiten. Anfragen/Anforderungen werden jedoch in der Regel schnell und unkompliziert bearbeitet. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. JK Jonas K. Werkstudent Computer Software ### "Bei CMDB Verwendung ideal!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 February 26, 2024 Pros Umfangreiche CMDB mit hoher Funktionalität und detailtiefe, sehr anpassbar an unsere Bedürfnisse Cons Die CMDB hat noch keine chatgpt Integration, aber das soll mit einem der nächsten Releases kommen Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. TS Thoralf S. Servicemanager Information Technology and Services ### "Funktioniert super und genau das was wir wollten" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 18, 2024 Echt top, würde es wieder wählen. Sehr zufriedenstellend. Pros Einfaches Erstellen von Tickets, auch direkt aus Emails heraus Cons Kann man eigentlich nicht viel zu sagen, erfüllt unsere Erwartung in vollem Umfang Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. MT Maximilian T. C. Service Manager Utilities ### "Modernes ITSM-System mit vielen Möglichkeiten" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 16, 2024 In Verbindung mit der CMDB, die wir auch nutzen, ist das alles eine runde Sache. Pros Das System ist sehr flexibel und frei konfigurierbar. Außerdem bietet es eine Entwicklerschnittstelle (API), die wir stark nutzen. Cons Die Reporting-Möglichkeiten sind etwas tricky.. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. RS Roland S. Service Manager Utilities ### "Das optimale ITSM-Tool für die OT" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 7, 2024 Das Projekt zur Einführung der ITSM-Lösung verlief reibungslos und auf Augenhöhe. Die Gesamtlösung besteht aus einer zuverlässigen und innovativen ITSM-Software sowie einem hochkompetenten Hersteller (hier auch Integrator) der mit uns gemeinsam das Projekt nach unseren Anforderungen umgesetzt hat. Wir sind überzeugt und zufrieden. Pros Die Kombination zwischen ITSM-Prozessen und CMDB (OT-Komponenten) ist hervorragend gelöst. Die Erweiterung um weitere (nicht ITIL-Prozesse wie z.B. Zutrittskontrolle) war sehr einfach. Cons Wie bei jedem SW-Produkt fehlen manchmal ein paar Kleinigkeiten. Im Projekt hat der Hersteller zeitnah (meist mit nächstem Service Pack oder Release) unsere Anforderungen/Wünsche erfüllt. Switched from [Serviceware Processes](https://www.capterra.com/p/204937/serviceware-processes/) Mangelnde Funktionen im Bereich CMDB (z.B. Anbindung von Datenquellen) und Prozesse. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. RR Ralf R. IT Projektmanager Plastics ### "Servicedesk organisieren" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 February 6, 2024 Pros Die Plattform bietet umfangreiche Funktionen und eine klare Gliederung der ITSM Aufgaben. Über die CI basierenden Verknüpfungen lassen sich die unterschiedlichsten Aufgaben sehr gut organisieren. Die einheitliche Oberfläche erleichtert die Orientierung über den gesamten Arbeitsbereich. Cons Die Designoptionen sind etwas eingeschränkt. Die Formulare und Seitengestaltung dürfte gerne etwas moderner und dynamischer sein. Switched from [Serviceware Processes](https://www.capterra.com/p/204937/serviceware-processes/) Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. CS Cornelia S. IT-Leiter Professional Training & Coaching ### "Tolles ITSM-Tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 24, 2023 Pros Incident Management und Teams-Integration Cons Das Portfolio-Management könnte noch besser sein Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ## 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.