ITSM Software

Finding software can be overwhelming. We've helped many businesses find ITSM software so they can streamline management of their IT devices and the networks that connect them.

Showing 1-20 of 46 products

MSP RMM

MSP Remote Monitoring & Management (MSP RMM) by Solarwinds is a cloud-based network administration solution designed to help large and midsize businesses manage their IT network needs. On-premises deployment option is also available. MSP... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Cherwell Service Management

Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process customization... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

SysAid

SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology relates issues. Key features include help desk automation,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Samanage

Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM). Samanage offers comprehensive service desk functionality that helps your business respond to service requests, resulting in improved... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Freshservice

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read more

Platforms: MacWinLinux
Deployments: Cloud,
Business Size:

InvGate Service Desk

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

ChangeGear by SunView

ChangeGear by SunView is a cloud-based enterprise-level IT help desk solution that helps businesses to track, manage and control IT services. ChangeGear complies to ITIL standards and offers components for managing incidents, problems,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

JIRA Service Desk

Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments. Jira Service... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Kaseya VSA

Kaseya VSA is a cloud-based IT management and remote monitoring solution for businesses of all sizes across multiple industry segments. It provides a central console for managing IT operations, including handling complaints, ticketing,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Vision Helpdesk

Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments. This software allows businesses to automate ticket workflow using rule-based criteria and centralize the recording... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

NinjaRMM

NinjaRMM is an ITSM solution for small and midsize businesses in education, health care, manufacturing, IT and more. Key features include network monitoring and task automation tools, remote controls, background management, patch management,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Cloud Service Management

Cloud Service Management, by ServiceAide, is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management and Knowledge Management. Cloud Service Management is used in a variety... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

IncidentMonitor

IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers ITIL process... Read more

Price:

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

OTRS

OTRS is an ISO/IEC 27001 standard compliant Information Technology Service Management (ITSM) solution for help desks, customer service centers and corporate security teams. The solution offers users features that allow them to create... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Alloy Navigator

Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Goverlan Reach

Goverlan Reach is an on-premise IT remote system management solution. Key features include advanced remote control, background system management, ad integration and management, global IT process automation, IT compliance and smart-card... Read more

Platforms: Win
Deployments: On premise
Business Size:

Naverisk

Naverisk is a remote monitoring and management solution for businesses of all sizes. The solution is used by managed service providers and IT professionals. Key features include technology monitoring, management patching, alerting,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Opsgenie

Opsgenie is a cloud-based ITSM solution that helps development and operational teams make strategies for service disruptions and remain in control at the time of incidents. It comes with native applications for Android and iOS enabling... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Buyer's guide


Last Updated: April 9, 2019

The term IT, short for “information technology,” is nearly sixty years old. It first appeared in a 1958 edition of the Harvard Business Review. Technology has evolved considerably since then, and today, both the term and the technology it describes are central to the operations of nearly all businesses.

Businesses use IT services management software, or ITSM software, to manage all of their IT devices along with the networks and services those devices need. As you may already know, this is a widely inclusive term. We created this Buyer’s Guide to more narrowly define ITSM software as it pertains to your business. We address the following questions and points:

What Is ITSM Software?
Common Features of ITSM Software
The ITSM Vendor Landscape

What Is ITSM Software?

Many of us think of IT as the physical computing devices we use for work, such as computers, telephones and servers. But, these devices must be connected to function at full capacity. That’s where the “services” part of ITSM enters the picture. ITSM includes not only the IT devices themselves, but also the networks, applications and services that connect and empower them.

A challenge when selecting ITSM software is that not all buyers use the same technology, and they don’t all take the same approach to managing IT applications and services. As a result, ITSM software vendors face the challenge of describing their products accurately and specifically, without excluding potential buyers. This creates an ITSM product landscape with some complex selection difficulties.

As with most complex challenges, ITSM software selection is easier when it’s broken down into parts. In the next section, we break down the most common applications and features of ITSM.

Common Features of ITSM Software

ITSM is a large category of software. So large, in fact, that it encompasses other software categories, some of which you may have thought existed on their own. The help desk and service desk categories are one example of this. While they both provide ITSM functionality and are considered ITSM applications, they don’t typically contain all of the functionality of full-fledged ITSM platforms.

Help desk/service desk The core ticket management application at the center of many ITSM platforms. Depending on how comprehensive the solution is, it might contain some of the additional features listed below, such as network and knowledge management.
IT asset management Tracks and accounts for all physical IT hardware owned or used by a business.
Configuration management Assists in managing the settings and permissions configured on individual devices. Lets administrators apply configuration or settings changes to multiple devices at once.
Service catalog management Larger organizations offer IT services to employees through a service catalog. Service catalog management functions help administrators create and maintain these catalogs.
License management Software licenses sometimes come with limitations on the number of times it may be installed or the number of user logins. License management applications help companies track and make the best use of their licenses.
Network management These tools help administrators control and configure networks and network access.
Knowledge management A system for organizing the information, or