# SmartITSM Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about SmartITSM Software - reviews, pricing plans, popular comparisons to other ITSM products and more. Source: https://www.capterra.com/p/10006641/SmartITSM --- # SmartITSM Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on January 15, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) SmartITSM ## What is SmartITSM? From easy ticketing to detailed IT asset management, SmartITSM is the ultimate all-in-one solution for IT teams. It offers a seamless service experience, comprehensive monitoring and a powerful CMDB in one single platform. With SmartITSM, you have all the tools you need to manage your IT efficiently. Thanks to comprehensive automation features, you will minimize manual tasks and design efficient processes - now also with AI support! SmartITSM with AI integration is like your personal assistant that thinks ahead and helps you achieve maximum efficiency. ## 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 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://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.realtech.com&name=SmartITSM) ## 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. [4.5 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price €49 Per User, Per Month Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (8) Ease Of Use 4.6 (682) Value For Money 4.6 (5) Value For Money 4.4 (606) Customer Service 5.0 (6) Customer Service 4.6 (637) ## SmartITSM alternatives [4.6 (1,543)](https://www.capterra.com/p/124047/EZOfficeInventory/reviews/) Starting price $65.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.9 (480)](https://www.capterra.com/p/181954/Iru/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 99% of reviewers rated it above 4 stars [4.5 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (230)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/10006641/SmartITSM/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. 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 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 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 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 Incident Reporting 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site SmartITSM 70 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Route documents and other data through one or more stakeholders for review and approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws Tickets are automatically assigned to specific agents based on predefined rules Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes Track and manage schedules and meetings via an integrated calendar Track and monitor efficient handling of all changes/transitions Planning training and tasks to facilitate the transition to new technology, process, or workflow. Track changes in laws and regulations and compare previous legislation to current legislation Communicate using direct chat or messages within the system Configuration Management Database Track and manage adherence to policies for any service, product, process, or supplier Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Track, store, and access client contracts or licenses Add customized logos and colors to align with company branding Alter the layout and content of reports Assembly of graphs and charts for visualizing and tracking statistics/metrics Creation and customization of dashboards Import and export data to and from software applications Graphical representation of data Automatically scan the network for devices and take pre-defined actions upon discovery Manage, store and organize emails within the system or via third-party apps Managing service requests, incidents, IT issues & support with a ticketing system Manage and track all disruptions and incidents Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Track and manage inventory levels to maintain proper supply Identify and respond to unexpected problems or failures (ie. "negative events") Managing inventories and tracking changes to hardware and software configurations Manage incidents related to outages or breaches in functionality of IT systems Tracking KPIs over a certain period to assess helpdesk issues, ticket status & resolution, costs and revenue stats, assets usage & more Manage risks related to IT systems Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Track and organize the number of licenses available to the organization Manage the end-to-end lifecycle, from initial setup/development to deployment and maintenance Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Monitoring and measurement of relevant metrics to assess the performance of IT resources Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Engage in direct, instant messaging with customers, users, etc. Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Creating relationships between different IT assets to define their status and dependencies in a network Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Initiate collection and analysis of known risks Set & manage permission levels based on user roles and restrict access to only authorized individuals Set a time to generate routine reports automatically Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Track the status over time for a request, process, asset, or transaction Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Create, manage and track all task activities and progression Edit text as needed Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues 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 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. 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 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. 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 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. 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 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. 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 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. 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 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. 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. 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