--- title: "Best ITSM Software - 2026 Reviews & Pricing" description: "Find the best ITSM Software for your organization. Compare top ITSM Software systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/itsm/" page_type: "category" language: "en" --- [Home](https://www.softwareadvice.com/) / ITSM Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best ITSM Software of 2026 Updated August 17, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 198 results ### Compare Products Showing 1 - 25 of 198 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### Product: SysAid [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) 4.54 [(522)](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary SysAid is an IT service management (ITSM) platform that helps organizations automate workflows and optimize IT service delivery. The platform caters to a variety of industries, including education, healthcare, manufacturing and managed service providers. It provides a suite of AI-powered capabilities to streamline operations and enhance productivity. The platform includes features such as the AI Agent Builder, SysAid Copilot and AI Chatbot via Microsoft Teams. These enable organizations to automate tasks like ticket categorization, routing, and generating case summaries with sentiment analysis. Additionally, the asset management capabilities allow users to view, secure and manage assets directly from the service desk.... [Read more](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) ### What users love - Responsive and helpful support team - Streamlined ticketing and automation - Flexible platform customization options ### To take in mind - Challenging and limited reporting tools ### Best rated features: Multi-Channel Communication 5.0 Email Alerts 5.0 Supplier Management 5.0 Maintenance Management 5.0 ### Worst rated features: SSL Security 1.0 [See all features](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#key-features) ### Professional $89.00/month AI-native service management with unlimited Agentic AI. No usage caps, no approval workflows, no surprise invoices.... [Read more](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#pricing-and-plans) ### Enterprise Custom Pricing available upon request Everything you get in Professional, plus the extra flexibility, customization, and testing capabilities, built for the most demanding IT teams.... [Read more](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#pricing-and-plans) ### Product: NinjaOne [NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) 4.74 [(295)](https://www.softwareadvice.com/remote-support/ninjarmm-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments.... [Read more](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) ### Best rated features: Approval Process Control 5.0 Scheduling 5.0 Session Recording 5.0 Uptime Reporting 5.0 [See all features](https://www.softwareadvice.com/remote-support/ninjarmm-profile/#key-features) ### Plan Custom Pricing available upon request [See full pricing details](https://www.softwareadvice.com/remote-support/ninjarmm-profile/#pricing-and-plans) ### Product: Freshservice [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.55 [(790)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires.... [Read more](https://www.softwareadvice.com/help-desk/freshservice-profile/) ### What users love - Efficient ticket handling workflows - Reliable support and service delivery - Intuitive and clean user experience ### To take in mind - Tiered pricing and added costs - Limited and inflexible reporting tools - Customization options are restricted ### Best rated features: Drag & Drop 5.0 Completion Tracking 5.0 Live Chat 5.0 Investigation Management 5.0 [See all features](https://www.softwareadvice.com/help-desk/freshservice-profile/#key-features) ### Starter $19.00/month Up to 1 Agent ### Growth $49.00/month Up to 1 Agent ### Pro $99.00/month Up to 1 Agent [See full pricing details](https://www.softwareadvice.com/help-desk/freshservice-profile/#pricing-and-plans) ### Product: ChangeGear [ChangeGear](https://www.softwareadvice.com/it-service/changegear-profile/) 4.03 [(51)](https://www.softwareadvice.com/it-service/changegear-profile/reviews/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary ChangeGear is a premier IT Service Management solution. ChangeGear delivers a comprehensive platform for enterprise with innovative IT Service Management capabilities, ITIL-based modules, the award-winning AI & Machine Learning platform, personalized end-user self-service, cost-effective licensing, and more. ?The system gives users everything they require to easily build, configure, automate, and deploy services enterprise-wide. Additionally, ChangeGear takes the complexity out of IT and provides smarter tools, processes, and automation for delivering remarkably efficient IT service management. ChangeGear is available in both on-premise and cloud deployment for users’ convenience.... [Read more](https://www.softwareadvice.com/it-service/changegear-profile/) ### Best rated features: Single Sign On 5.0 Ticket Management 5.0 Email Management 5.0 IT Reporting 5.0 ### Worst rated features: Project Management 3.0 Support Ticket Tracking 4.0 Knowledge Base Management 4.0 Issue Auditing 4.0 [See all features](https://www.softwareadvice.com/it-service/changegear-profile/#key-features) ### Product: Zendesk Suite [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.41 [(4090)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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 integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/) ### What users love - Centralized multichannel support platform - Customizable and organized ticketing - Intuitive and user-friendly interface ### To take in mind - Escalating costs and limited value - Email handling and notification issues - Missing or complex feature set ### Best rated features: Predictive Dialer 5.0 Batch Communications 5.0 Tagging 5.0 Online Forums 5.0 ### Worst rated features: Widgets 2.7 Interactive Content 3.0 Account Alerts 3.0 [See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features) ### Suite Team $55.00/month ### Suite Growth $89.00/month ### Suite Professional $115.00/month [See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans) ### Product: Atera [Atera](https://www.softwareadvice.com/help-desk/atera-profile/) 4.54 [(451)](https://www.softwareadvice.com/help-desk/atera-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Atera is an agentic AI platform that assists with IT management, ticketing, and more. It offers IT teams and MSPs a digital workforce of AI agents to preemptively and autonomously manage their entire IT operations. It combines RMM, helpdesk, ticketing, and automation to optimize downtime, improve SLAs, and more. Introducing Robin, an autonomous IT solution, that cuts 40% of your IT workload, supports users 24/7, and acts like a personal AI technician.... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/) ### What users love - Comprehensive remote management tools - Responsive and helpful support team - Constantly evolving feature set ### To take in mind - Cost concerns for smaller teams - Occasional slowdowns and lag ### Best rated features: Network Resource Management 5.0 Configuration Management 5.0 Network Security 5.0 CPU Monitoring 5.0 ### Worst rated features: Chat/Messaging 2.0 Reporting & Statistics 3.0 [See all features](https://www.softwareadvice.com/help-desk/atera-profile/#key-features) ### Pro $129.00/month The Pro Plan includes basic features and integrations like remote management, monitoring and alerts and patch management.... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans) ### Growth $179.00/month The Growth Plan includes all Pro features with additional features such as Mac agent, Chat and further integrations. Users are also provided with a free trial.... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans) ### Power $209.00/month All the power of Growth, and: - Custom analytics - Custom support addresses (unlimited) - Custom asset types (up to 20) - File transfer (up to 50GB per month) - Audit log - 1 year retention - Data recovery - Eligible for Copilot (paid add-on)... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans) ### Product: Salesforce Service Cloud [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) 4.46 [(826)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/) ### What users love - Centralized and efficient support - Flexible integration capabilities - Comprehensive sales tracking tools ### To take in mind - Outdated and complex interface - Steep learning curve for users - Expensive for small businesses ### Best rated features: File Sharing 5.0 Proactive Chat 5.0 Inventory Management 5.0 Issue Tracking 5.0 ### Worst rated features: Inspection Management 2.0 AI Copilot 2.0 [See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features) ### Free Suite Custom Pricing available upon request Upto 2 users ### Starter Suite $25.00/month ### Pro Suite $100.00/month [See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans) ### Product: Action1 [Action1](https://www.softwareadvice.com/it-management/action1-profile/) 4.91 [(238)](https://www.softwareadvice.com/it-management/action1-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Not available Free version: Available Software Advice Summary Action1 reinvents patching with an infinitely scalable, highly secure, cloud-native platform configurable in 5 minutes — it just works and is always free for the first 100 endpoints, with no functional limits. Featuring unified OS and third-party patching with peer-to-peer patch distribution and real-time vulnerability assessment with no VPN needed, it enables autonomous endpoint management that preempts ransomware and security risks, all while eliminating costly routine labor. Trusted by thousands of enterprises managing millions of endpoints globally, Action1 is certified for SOC 2 and ISO 27001. The company is founder-led by industry veterans Alex Vovk and Mike Walters, who founded Netwrix, which has grown into a multi-billion-dollar industry-leading cybersecurity company.... [Read more](https://www.softwareadvice.com/it-management/action1-profile/) ### Best rated features: Real-Time Data 5.0 Data Security 5.0 Audit Management 5.0 Network Wide Management 5.0 ### Worst rated features: Event Logs 3.8 Real-Time Analytics 4.0 [See all features](https://www.softwareadvice.com/it-management/action1-profile/#key-features) ### Product: Zoho Assist [Zoho Assist](https://www.softwareadvice.com/help-desk/zoho-assist-profile/) 4.72 [(1470)](https://www.softwareadvice.com/help-desk/zoho-assist-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Zoho Assist is a cloud-based remote support software designed for organizations of all sizes. The solution allows IT technicians to remotely support customers all across the globe. Key features of Zoho Assist include file transfer, concurrent sessions, remote print, chat, multi-monitor navigation, computer grouping, group-based access to technicians, robust security, user management and many others. With multiple methods to initiate a session and no installation required at the technician's end, connecting to a remote desktop is pretty simple in Zoho Assist. Zoho Assist offers you cross-platform remote support by allowing you to work on a remote desktop right from your browser. Rebranding options in Zoho Assist helps you to use your company's name, favicon, logo and a customized user portal. Zoho Assist has a forever-free plan as well as paid plans on a monthly subscription basis.... [Read more](https://www.softwareadvice.com/help-desk/zoho-assist-profile/) ### What users love - Reliable support and workflow efficiency - Flexible and affordable pricing options - Efficient remote troubleshooting tools ### To take in mind - Occasional connectivity and setup issues - Lag and inconsistent session performance - Complex administration and access hurdles ### Best rated features: Screen Capture 5.0 Multi-Participant Screen Sharing 5.0 IT Asset Tracking 5.0 Alerts/Notifications 5.0 [See all features](https://www.softwareadvice.com/help-desk/zoho-assist-profile/#key-features) ### Standard ₹480.00/month This plan is suitable for 1 technician ### Professional ₹720.00/month 1 technician ### Enterprise ₹1,120.00/month 1 technician [See full pricing details](https://www.softwareadvice.com/help-desk/zoho-assist-profile/#pricing-and-plans) ### Product: FixMe.IT [FixMe.IT](https://www.softwareadvice.com/crm/fixme-it-profile/) 4.76 [(389)](https://www.softwareadvice.com/crm/fixme-it-profile/reviews/) Best for:Features ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary FixMe.IT is a remote support software that enables users to connect to any remote computer. It caters to users from sole proprietors to global corporations across multiple sectors and industries. Its features include multi-session handling, two-way desktop sharing, unattended access, multi-window control, video-session recording, whiteboard tools and more. FixMe.IT assists in sharing clipboard data such as text, images and other files from one computer to another. Users can also drag and drop files from remote desktop computers or between client machines. Users can view and control multiple monitors connected to a remote computer. If a computer malfunctions, users can restart it remotely without terminating the current session. The solution also assists in recording active sessions for evaluation and training purposes. FixMe.IT is compliant with HIPAA and PCI regulations.... [Read more](https://www.softwareadvice.com/crm/fixme-it-profile/) ### Best rated features: Two-Factor Authentication 5.0 Reporting & Statistics 5.0 SSL Security 5.0 Unattended Access 5.0 ### Worst rated features: Compliance Management 3.0 Customizable Reports 3.0 Real-Time Notifications 4.0 [See all features](https://www.softwareadvice.com/crm/fixme-it-profile/#key-features) ### Monthly $39.00/month Discounted prices are available for annual billing. ### Annual $390.00/year [See full pricing details](https://www.softwareadvice.com/crm/fixme-it-profile/#pricing-and-plans) ### Product: Yonyx [Yonyx](https://www.softwareadvice.com/crm/yonyx-profile/) 4.75 [(258)](https://www.softwareadvice.com/crm/yonyx-profile/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guides for technical support, telemarketing, lead qualification, compliance and other processes. The platform includes decision trees, which enable organizations to design and visualize customer interactions using multimedia flowcharts. Yonyx enables authors to design custom guides for agents using images, hyperlinks, videos, data sorting, and other attributes to streamline customer service operations. It offers various features such as automated guide authoring, user defined commands embedded in guidance steps, analytics, integration with CRM systems and more. Additionally, administrators can invite users, provide role-based permissions, and update tags to facilitate search functionality. Yonyx lets managers gain insights into account usage, incidents, author/user activities, compliance and other metrics via reports and analytics. It supports integration with various third-party applications using REST and JavaScript APIs. Pricing includes monthly subscriptions and support is extended via phone, email and other online measures.... [Read more](https://www.softwareadvice.com/crm/yonyx-profile/) ### Best rated features: Help Desk Management 5.0 Decision Support 5.0 Web-based Deployment 5.0 Opportunity Management 5.0 [See all features](https://www.softwareadvice.com/crm/yonyx-profile/#key-features) ### Professional $25.00/month This plan provides all features of Yonyx platform for stand alone use. Integrations, SSO or API access require upgrade to Enterprise Plan.... [Read more](https://www.softwareadvice.com/crm/yonyx-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/crm/yonyx-profile/#pricing-and-plans) ### Product: Onspring [Onspring](https://www.softwareadvice.com/bpm/onspring-profile/) 4.85 [(105)](https://www.softwareadvice.com/bpm/onspring-profile/reviews/) Best for:Features ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Onspring is a cloud-based governance, risk and compliance (GRC) platform that helps streamline business processes and enhance efficiency across various industries. The platform caters to enterprises and government agencies seeking to automate their GRC efforts such as risk management, compliance, internal audit and third-party vendor risk. It offers no-code development that allows non-IT personnel to create new applications, surveys and reports without any custom coding. Onspring also offers real-time reporting, providing visibility and insights across the organization. Its dynamic workflows enable users to make updates and automate business processes. The solution also integrates with existing tools, allowing it to connect and monitor the critical GRC aspects of the enterprise. Additionally, Onspring optimizes employee productivity and deliver transformational visibility. Onspring is a people-powered GRC automation solution designed to help organizations of all sizes manage risk, ensure compliance and drive continuous improvement.... [Read more](https://www.softwareadvice.com/bpm/onspring-profile/) ### Best rated features: Policy Creation 5.0 Incident Reporting 5.0 KRI (Key Risk Indicator) Monitoring 5.0 PCI Compliance 5.0 [See all features](https://www.softwareadvice.com/bpm/onspring-profile/#key-features) ### Product: ManageEngine Endpoint Central [ManageEngine Endpoint Central](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/) 4.63 [(1818)](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Endpoint Central is a unified endpoint management and security platform built for IT teams managing diverse device environments. It brings together the core functions of endpoint management, patching, software deployment, remote access, mobile device management, and security into a single console, reducing the need to operate multiple disconnected tools. Endpoint Management Across Every OS The platform supports Windows, macOS, Linux, iOS, Android, and Chrome OS, giving IT teams consistent control across all device types. From initial provisioning through ongoing configuration management to decommissioning, Endpoint Central handles the full device lifecycle without requiring separate solutions for each operating system. Patch Management Patch deployment is automated across operating systems and 1000+ third-party applications. IT teams can define deployment policies, test patches before rollout, schedule updates within approved maintenance windows, and monitor compliance across the fleet. This reduces manual effort and shortens time to remediation. Remote Desktop and Support Built-in remote desktop capabilities allow IT technicians to connect to endpoints instantly and resolve issues in real time. File transfer, session recording, and multi-monitor support are included, removing dependency on third-party remote tools and accelerating support for distributed workforces. Software Deployment and Inventory Applications can be deployed, updated, or uninstalled across thousands of endpoints simultaneously using custom deployment policies. The platform maintains a continuously updated inventory of hardware and software assets to support license compliance, audit readiness, and capacity planning. Mobile Device Management Endpoint Central includes integrated MDM for iOS and Android devices. IT teams can enroll devices, push configuration profiles, distribute applications, enforce security policies, and perform remote actions, including selective or full device wipe. Both corporate-owned and BYOD environments are supported. OS Imaging and Provisioning OS imaging workflows allow IT teams to build, manage, and deploy standardized system images across the organization. New devices can be provisioned quickly and consistently, reducing setup time and ensuring uniform configurations from day one. Endpoint Security Security capabilities are built into the platform rather than requiring a separate product. Vulnerability assessment surfaces weaknesses ranked by severity. Application control prevents unauthorized software execution. Device control manages USB and peripheral access. Endpoint privilege management removes unnecessary local admin rights while supporting approved elevation. Browser security policies reduce web-based exposure. BitLocker and FileVault management enforces disk encryption across Windows and macOS. Deployment Options and Editions Endpoint Central is available as a cloud-hosted solution or an on-premises installation. Five editions are available: Free, Professional, Enterprise, UEM, and Security. Each edition builds on the previous, allowing organizations to start with core management capabilities and expand into advanced security features as needs evolve. Who It Is Built For Endpoint Central is used by IT administrators, systems engineers, and security teams across healthcare, finance, education, manufacturing, and the public sector. It is suited for organizations managing hundreds to tens of thousands of endpoints looking to consolidate operations, reduce tool sprawl, and improve security posture.... [Read more](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/) ### What users love - Automated patching and compliance - Responsive and accessible support team - Efficient software and OS deployment ### To take in mind - Cluttered and outdated interface design - Steep learning curve for beginners - Complex menu structure hinders access ### Best rated features: Portable License 5.0 SSL Security 5.0 Help Desk Management 5.0 Search/Filter 5.0 ### Worst rated features: Knowledge Base Management 3.0 Prioritization 3.5 Generative AI 3.8 [See all features](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/#key-features) ### Professional Edition (Cloud) $104.00/month Endpoint-based licensing (minimum 50 endpoints). ### Enterprise Edition (Cloud) $124.00/month Endpoint-based licensing (minimum 50 endpoints). ### UEM Edition (Cloud) $139.00/month Endpoint-based licensing (minimum 50 endpoints). [See full pricing details](https://www.softwareadvice.com/product/117339-ManageEngine-Desktop-Central/#pricing-and-plans) ### Product: Desk Manager [Desk Manager](https://www.softwareadvice.com/itsm/desk-manager-profile/) 4.82 [(106)](https://www.softwareadvice.com/itsm/desk-manager-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Desk Manager is an enterprise service management (ESM) software that helps customer service businesses manage tickets, projects, expenses, customer satisfaction, gamification, Knowledge, communications, and more. Its ticket functionality allows teams to organize and interact with customer inquiries and project management simplifies project-related tasks. Desk Manager's expense tracking feature allows teams to control extra expenses incurred during their daily operations and customer satisfaction surveys can be customized with multiple-choice or open-ended responses to gather feedback. The built-in knowledge management functionality lets users build a knowledge base for the organization. Through service level agreements (SLAs), teams can track response times and ensure high customer satisfaction.... [Read more](https://www.softwareadvice.com/itsm/desk-manager-profile/) ### Best rated features: Contract/License Management 5.0 Project Management 5.0 Real-Time Reporting 5.0 CMDB 5.0 ### Worst rated features: Third-Party Integrations 3.0 [See all features](https://www.softwareadvice.com/itsm/desk-manager-profile/#key-features) ### Avançado Custom Pricing available upon request Ideal para empresas emergentes ou de médio porte que buscam uma solução robusta de gerenciamento. Este plano oferece uma base sólida para otimizar processos e melhorar a eficiência operacional.... [Read more](https://www.softwareadvice.com/itsm/desk-manager-profile/#pricing-and-plans) ### Pro Custom Pricing available upon request Destinado a empresas de grande porte ou aquelas que estão em rápido crescimento. Com recursos adicionais em relação ao plano Avançado, é perfeito para organizações que buscam um equilíbrio entre funcionalidades e investimento.... [Read more](https://www.softwareadvice.com/itsm/desk-manager-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/itsm/desk-manager-profile/#pricing-and-plans) ### Product: Supremo Remote Desktop [Supremo Remote Desktop](https://www.softwareadvice.com/help-desk/supremo-profile/) 4.67 [(447)](https://www.softwareadvice.com/help-desk/supremo-profile/reviews/) Best for:Remote Access/Control ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Supremo is a remote desktop software for Windows, macOS, iOS, Android, and Linux. Using placed servers throughout the world, it allows connection to any machine worldwide. There are lots of things that help set it apart from the competitors: Ease of use - no complex configuration or installation Security - all connections are encrypted Flexibility - unlimited installations on unlimited devices Unattended Access – install to grant access even if no one’s in front the remote machine Among the software for remote desktop, SupRemo has several advantages. First, it is compatible with the main operating systems like Windows, macOS, Linux (using Wine), Android and iOS. This means you can access PCs from a Mac and vice versa, also using your smartphone or tablet to establish connections. To start using SupRemo, you just need to download and save it in the Applications folder on your Mac. The application will then be ready to be executed. SupRemo provides secure and encrypted connections, File Manager and Drag&Drop to manage files and folders, unlimited Online Address Book to store your contacts, Chat and also can be installed for unattended access that is a useful feature for those who need to access office machine from their home when the offices are empty. SupRemo is free for personal and not frequent use. For professionals and companies, it’s probably the most affordable option: licenses start from 6$/mo., can be purchased quarterly or annually and are “portable”. In other words, it will allow you to enjoy the software on an unlimited number of devices: the unique limit is the number of simultaneous connections included in the purchased plan.... [Read more](https://www.softwareadvice.com/help-desk/supremo-profile/) ### What users love - Versatile remote assistance options - Affordable pricing and strong value - Quick and simple installation process ### To take in mind - Connection reliability and limitations ### Best rated features: Secure Login 5.0 Activity Dashboard 5.0 Third-Party Integrations 5.0 File Management 5.0 ### Worst rated features: Diagnostics Tools 3.0 Reporting/Analytics 3.9 Multi-Channel Communication 4.0 [See all features](https://www.softwareadvice.com/help-desk/supremo-profile/#key-features) ### Business $199.00/year Annual and Quarterly both options are available. Quarterly subscription: $66. Free use for 21 days. ### Solo $109.00/year Annual and Quarterly both options are available. The Quarterly subscription is $37. Free use for 21 days.... [Read more](https://www.softwareadvice.com/help-desk/supremo-profile/#pricing-and-plans) ### Professional $128.00 [See full pricing details](https://www.softwareadvice.com/help-desk/supremo-profile/#pricing-and-plans) ### Product: Naverisk [Naverisk](https://www.softwareadvice.com/psa/naverisk-profile/) 4.76 [(97)](https://www.softwareadvice.com/psa/naverisk-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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, scripting and automation. The solution allows users to manage Windows, Linux, Mac OS servers, workstations and laptops. Naverisk allows users to monitor system event logs, scan networks, execute PowerShell and DOS commands as well as implement scripts. Automated system updates and scheduled reboots can be set up. The solution has a built-in ticketing feature that provides customizable billing and service agreements. Multiple technicians can track time or information for a ticket at the same time and troubleshoot managed devices remotely. Naverisk offers Bitdefender integration to provide solutions such as anti-virus and anti-malware tools, web content filters and firewalls. It has also partnered with StorageCraft for backup management, data replication and bare-metal recovery. The solution is available on a subscription basis and support is provided via phone and email.... [Read more](https://www.softwareadvice.com/psa/naverisk-profile/) ### Best rated features: Approval Process Control 5.0 Resource Management 5.0 Help Desk Management 5.0 Audit Trail 5.0 ### Worst rated features: Dashboard 1.0 Email Management 2.0 [See all features](https://www.softwareadvice.com/psa/naverisk-profile/#key-features) ### Basic $110.00/month [See full pricing details](https://www.softwareadvice.com/psa/naverisk-profile/#pricing-and-plans) ### Product: IT Glue [IT Glue](https://www.softwareadvice.com/help-desk/it-glue-profile/) 4.65 [(342)](https://www.softwareadvice.com/help-desk/it-glue-profile/reviews/) Best for:Single Sign On ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary IT Glue is a cloud-based IT documentation solution that caters to small businesses across various industries. Features include checklists, relationship mapping, runbooks, document automation, asset tracking and more. IT Glue's relationship mapping feature helps users to link related items together and define and understand relationships between various elements. The solution's runbooks feature enables users to keep track of the different procedures involved in documentation. Users can also print multiple hard copies and offboard routines after their completion. Additionally, IT Glue offers features such as access control, domain and SSL tracking, SOC 2 compliance, version control, a template library and import and export functionality. It supports integration with multiple professional services automation systems. Users can also create custom integrations with the help of built-in REST APIs. Services are offered on a per-user basis after a one-time setup fee. Support is offered via phone, email and online FAQs.... [Read more](https://www.softwareadvice.com/help-desk/it-glue-profile/) ### What users love - Comprehensive documentation management platform - Unified client data access - Centralized and secure credential storage ### To take in mind - Inconsistent and limited search experience ### Best rated features: Onboarding 5.0 Asset Lifecycle Management 5.0 IT Reporting 5.0 Activity Dashboard 5.0 ### Worst rated features: Issue Management 3.1 IT Asset Tracking 3.3 Audit Management 3.4 Self Service Portal 3.5 [See all features](https://www.softwareadvice.com/help-desk/it-glue-profile/#key-features) ### Product: Pulseway [Pulseway](https://www.softwareadvice.com/network-management/pulseway-profile/) 4.68 [(310)](https://www.softwareadvice.com/network-management/pulseway-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Pulseway is an integrated IT assets and network monitoring solution designed for IT administrators to remotely monitor and control their business IT resources. The solution supports multi-deployment architecture, allowing the users to choose either on-premise deployment or hosting within the cloud. Pulseway allows managed service providers (MSPs) to view the real-time status of their system resources, monitor overall network performance and install critical updates from a central console. The platform helps with defining scripts to automatically schedule maintenance, backup, security check and other IT activities. Pulseway enables users to control devices connected to their network from a single point and monitor their performance. The solution also offers a Rest API for integration with third-party applications. Key Pulseway features: - Monitoring and Management - Discovery and Deployment - Server Management and Monitoring - Automation like Never Before - Out-of-the-box OS & 3rd Party Patching - Unlimited Remote Control for macOS and Windows - Custom Reporting Pulseway is a cross-platform application and can run on multiple operating devices including Windows, Linux, Mac, Android and iOS-based devices. Pulseway is available on a monthly subscription basis that includes support via email, phone and product tutorials.... [Read more](https://www.softwareadvice.com/network-management/pulseway-profile/) ### Best rated features: License Management 5.0 Data Storage Management 5.0 Project Management 5.0 Mobile Device Management 5.0 [See all features](https://www.softwareadvice.com/network-management/pulseway-profile/#key-features) ### Monthly $67.00/month Up to 20 Endpoints/Devices ### Annual $44.00/year When billed annually. ### 3 Years $27.00 When billed for a 3 year plan. [See full pricing details](https://www.softwareadvice.com/network-management/pulseway-profile/#pricing-and-plans) ### Product: Hiver [Hiver](https://www.softwareadvice.com/crm/hiver-profile/) 4.68 [(148)](https://www.softwareadvice.com/crm/hiver-profile/reviews/) Best for:Popular ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Hiver is the agentic omnichannel customer service platform where teams resolve complex support requests with AI Agents, cross-team collaboration, workflows, and ticketing. Hiver comes in two products: Hiver Omni, a dedicated agentic omnichannel platform, and Hiver in Gmail, which runs inside your inbox. Hiver is built for businesses of all sizes, from startups to enterprises, across teams like Support, Success, Finance, and HR, enabling them to manage support seamlessly. 10,000+ teams worldwide trust Hiver to run customer support. The platform is built with enterprise-grade security (SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant). Some of Hiver’s key features include - a) Omnichannel support: Bring every customer conversation across email, chat, Slack, voice, SMS, and social into one platform. Every interaction stays connected to the same customer record, so context carries across channels. b) Cross-team collaboration: Resolve complex requests without losing context between teams. Hiver keeps conversation history, private notes, handoffs, and Slack discussions connected to the customer thread, so everyone works from the same picture. c) Ticketing: Give every request clear ownership and structure, with status, priority, custom fields, queues, SLAs, and a complete history of every action. Teams configure ticket fields and define SLAs in natural language, and audit trails keep every action accountable and reporting-ready. d) AI Agents: AI Agents take customer requests from intent to resolution. They understand what the customer needs, gather context, follow your team's procedures, take actions across connected systems, and respond. They resolve requests autonomously and bring in your team when human judgment is needed. e) AI Copilot: When a request needs a person, Copilot does the groundwork. It finds similar issues, gathers context, drafts replies in your team's tone, recommends next steps, and takes directed actions like updating Salesforce or pulling information from Confluence. Your team reviews and approves what goes out. f) Self-updating help center: Turn every resolution into knowledge that compounds. Hiver AI writes help center articles from resolved conversations, and flags existing content when it goes stale or conflicts with how your team actually resolves issues. g) Integrations and Workflows: Connect the tools your team already uses and automate the work between them. Workflows route, assign, tag, triage, and escalate requests using conditions and data from your apps, and trigger actions across connected systems. Teams build the rules in natural language. h) Analytics: Reporting covers volume, response and resolution times, SLA attainment, and satisfaction, broken out by channel, team, and individual, plus quality scores, customer health, and trends across conversations. Your team queries the data in natural language, inside Hiver or through MCP. i) Customer Intelligence: Build a living understanding of every customer account. Hiver brings together conversations, CRM data, product usage, and calls to continuously assess health, sentiment, and churn risk. Ask AI answers deeper questions about each account, and AI Agents and your team act on that intelligence in every interaction. Additionally, Hiver stands out for its intuitive interface and ease of configuration. It is designed to feel remarkably simple from day one. Teams can build AI Agents, create routing and triage workflows, configure ticket fields, and define SLAs using natural language. Most teams are up and running in minutes, without IT or outside consultants.... [Read more](https://www.softwareadvice.com/crm/hiver-profile/) ### Best rated features: Issue Tracking 5.0 Communication Management 5.0 Reporting/Analytics 5.0 Monitoring 5.0 [See all features](https://www.softwareadvice.com/crm/hiver-profile/#key-features) ### GROWTH $25.00/month Ideal for small teams to deliver effortless, multi-channel support. ### PRO $55.00/month For teams looking transform their support with advanced features ### ELITE $85.00/month For teams looking transform their support with advanced features [See full pricing details](https://www.softwareadvice.com/crm/hiver-profile/#pricing-and-plans) ### Product: Milldesk [Milldesk](https://www.softwareadvice.com/help-desk/milldesk-profile/) 4.97 [(31)](https://www.softwareadvice.com/help-desk/milldesk-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Milldesk is an IT help desk and service management platform designed for managing all aspects of your IT department. With its intelligent workflows, users can create tickets and assign them to appropriate personnel as well as view, prioritize and resolve issues in just a few clicks. Key features include intelligent workflows, automatic and scheduled tickets, communication tools, contract management, customizable branding, and feedback management.... [Read more](https://www.softwareadvice.com/help-desk/milldesk-profile/) ### Best rated features: Workflow Management 5.0 Multi-Channel Communication 5.0 Activity Dashboard 5.0 Email Templates 5.0 ### Worst rated features: Incident Management 4.0 [See all features](https://www.softwareadvice.com/help-desk/milldesk-profile/#key-features) ### Basic R$26.00/month [See full pricing details](https://www.softwareadvice.com/help-desk/milldesk-profile/#pricing-and-plans) ### Product: TeamViewer ONE [TeamViewer ONE](https://www.softwareadvice.com/voip/teamviewer-profile/) 4.62 [(11636)](https://www.softwareadvice.com/voip/teamviewer-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Available Software Advice Summary TeamViewer ONE is built for IT managers and administrators who need to keep systems running smoothly with limited time and resources. If you’re managing distributed devices, handling high ticket volumes, or juggling multiple tools, this platform helps simplify your day-to-day work. By bringing together remote access, endpoint monitoring, and AI-powered automation in one solution, TeamViewer ONE enables your team to resolve issues faster and often before users even notice them. This means fewer disruptions, lower ticket volume, and more predictable IT operations. Instead of switching between tools, you get a centralised view of devices, users, and system health, along with automated workflows that reduce repetitive tasks. This allows IT teams to focus on higher-value initiatives while maintaining performance and security. TeamViewer ONE is designed to scale with your organisation, whether you’re supporting a growing workforce or managing multiple locations. With built-in automation, proactive alerts, and guided remediation, teams can improve response times and maintain consistent service levels. For organizations looking for a solution that’s easy to adapt, efficient to operate, and backed by responsive support, TeamViewer ONE provides a practical path to more proactive, streamlined IT management.... [Read more](https://www.softwareadvice.com/voip/teamviewer-profile/) ### What users love - Reliable remote troubleshooting platform - Intuitive interface for all users - Full control of distant devices ### To take in mind - Expensive and inflexible licensing - Occasional connection reliability issues - Complex access and security concerns ### Best rated features: Mobile Device Management 5.0 Anomaly/Malware Detection 5.0 Application Security 5.0 Server Monitoring 5.0 [See all features](https://www.softwareadvice.com/voip/teamviewer-profile/#key-features) ### TeamViewer Remote Access $24.90/month Billed yearly; Access up to 3 unattended devices ### TeamViewer Business $50.90/month Billed yearly; Access up to 200 unattended devices ### TeamViewer Premium $112.90/month Billed yearly; Access up to 300 unattended devices [See full pricing details](https://www.softwareadvice.com/voip/teamviewer-profile/#pricing-and-plans) ### Product: BOSSDesk [BOSSDesk](https://www.softwareadvice.com/help-desk/boss-support-central-profile/) 4.66 [(145)](https://www.softwareadvice.com/help-desk/boss-support-central-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary BOSSDesk ITSM Help Desk Ticketing System on the Cloud and On Premise Turning ticket management into an exceptional customer experience! With rapidly increasing service requests, is your company maximizing its investment in your service management solution? Are your customers and employees able to use the system easily... or do they get frustrated and give up? BOSSDesk is an integrated Help Desk Ticketing System with Asset Management available on premise or in the cloud enabling your team to process service requests efficiently and expeditiously. The result? You provide an exceptional employee and customer experience. WHY CHOOSE US Expandable to serve multiple departments Service delivery enables the ability to create relevant forms, workflows, and more US-based support team Intuitive user interface iOS and Android mobile apps BOSSDesk is a fully integrated ITIL based Service Desk/Help Desk Ticketing System and IT Asset Management solution available for both Cloud and On-Premise. It incorporates an award winning user-friendly interface and a powerful Service Catalog. BOSSDesk has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support. Our solutions have helped organizations to improve overall efficiency and user satisfaction. Address complex IT issues, like self-service, workflow automation, incident management, asset management , problem and change management with BOSSDesk, a modern Help Desk that users love. Turn Ticket Management into an Exceptional Customer Experience with BOSSDesk.... [Read more](https://www.softwareadvice.com/help-desk/boss-support-central-profile/) ### Best rated features: Mobile App 5.0 Customizable Fields 5.0 Customizable Forms 5.0 IT Asset Tracking 5.0 [See all features](https://www.softwareadvice.com/help-desk/boss-support-central-profile/#key-features) ### Essential $29.00/month The Essentials plan is paid per user per month and billed annually. It also includes unlimted end users.... [Read more](https://www.softwareadvice.com/help-desk/boss-support-central-profile/#pricing-and-plans) ### Professional $29.00/month The plan is billed annually and also includes all features from the Essentials plan. ### Enterprise $69.00/month The plan is billed annually and includes all features from the Essentials and Professioanl plans. [See full pricing details](https://www.softwareadvice.com/help-desk/boss-support-central-profile/#pricing-and-plans) ### Product: Cayzu [Cayzu](https://www.softwareadvice.com/crm/cayzu-profile/) 4.97 [(30)](https://www.softwareadvice.com/crm/cayzu-profile/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite. The software features email integration, which enables users to directly convert emails to service requests. The system then automatically queues all incoming requests and assigns them to available, appropriate agents in order to efficiently handle customer queries. Cayzu’s self service portal displays all service requests from multiple websites in a single console. Users can also build a knowledge base on their site to help other users find answers to the most common queries. With the help of customized reporting and dashboards to track and monitor the performance of help desk operations, users gain a complete view of all their customer service activities and are better equipped to make decisions regarding their service requests. Cayzu is available per user per month or year.... [Read more](https://www.softwareadvice.com/crm/cayzu-profile/) ### Basic $4.00/month ### Team $9.00/month ### Pro $19.00/month [See full pricing details](https://www.softwareadvice.com/crm/cayzu-profile/#pricing-and-plans) ### Product: Device42 [Device42](https://www.softwareadvice.com/network-access-control/device42-profile/) 4.78 [(85)](https://www.softwareadvice.com/network-access-control/device42-profile/reviews/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Device42 is an asset management solution that enables IT administrators to track hardware, software, devices and networks. The key features includes automated data center management, service management, device discovery, asset tagging and password management. The solution enables IT administrators to manage the complete lifecycle of assets. Further, it enables managers to grant permissions and provide access rights to team members. Data center virtualization enables organizations to create a structured data repository. Device42’s password management module enables organizations to store and manage passwords in a centralized location. The solution integrates with third-party applications using REST APIs. Support is provided via an online portal, email and phone. The solution helps midsize businesses streamline and automate asset management operations.... [Read more](https://www.softwareadvice.com/network-access-control/device42-profile/) ### Best rated features: Tagging 5.0 Supplier Management 5.0 Real-Time Notifications 5.0 Maintenance Management 5.0 [See all features](https://www.softwareadvice.com/network-access-control/device42-profile/#key-features) ### Free $0.00 2-WEEKS FULL TRIAL ### Standard $20.00/year Billed annually per device. Add-on Modules include Power & Environmental Monitoring, Storage Discovery, and Cloud Recommendation Engine.... [Read more](https://www.softwareadvice.com/network-access-control/device42-profile/#pricing-and-plans) ### Premium $36.00/year Billed annually per device. Add-on Modules include Power & Environmental Monitoring, Storage Discovery, and Cloud Recommendation Engine.... [Read more](https://www.softwareadvice.com/network-access-control/device42-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/network-access-control/device42-profile/#pricing-and-plans) ### Product: LogMeIn Rescue [LogMeIn Rescue](https://www.softwareadvice.com/help-desk/rescue-profile/) 4.64 [(163)](https://www.softwareadvice.com/help-desk/rescue-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary LogMeIn Rescue is a quality remote support software trusted by enterprises and IT support teams worldwide. Purpose-built for high-stakes environments where security can't be compromised, Rescue delivers fast, reliable remote support for PCs, Macs, mobile devices, and more. With 20+ years of proven performance, 99.99% uptime, and 5 billion+ remote sessions completed, Rescue is the platform teams depend on when downtime has real consequences. Built-in enterprise security, granular permissions, and audit-ready session logging keep every interaction controlled and compliant. AI-powered diagnostics and automated session summaries help technicians resolve issues faster and document them automatically. With 12+ flexible connection methods and out-of-the-box integrations with ServiceNow, Nexthink and more; Rescue adapts to your workflow, not the other way around.... [Read more](https://www.softwareadvice.com/help-desk/rescue-profile/) ### Best rated features: Screen Mirroring 5.0 Annotations 5.0 Time Zone Tracking 5.0 Presenter Control Management 5.0 [See all features](https://www.softwareadvice.com/help-desk/rescue-profile/#key-features) ### Remote Device Support $149.00/month Powerful remote support for IT and customer care, from simple to complex ### Rescue Enterprise Custom Pricing available upon request Advanced remote support with priority VIP service for enterprise teams. [See full pricing details](https://www.softwareadvice.com/help-desk/rescue-profile/#pricing-and-plans) 1 [2](https://www.softwareadvice.com/itsm/?page=2)[3](https://www.softwareadvice.com/itsm/?page=3)[4](https://www.softwareadvice.com/itsm/?page=4)[5](https://www.softwareadvice.com/itsm/?page=5) ... [8](https://www.softwareadvice.com/itsm/?page=8) ## Popular Comparisons [ Zoho Assist vs TeamViewer ONE ](https://www.softwareadvice.com/voip/teamviewer-profile/vs/zoho-assist/)[ Freshdesk vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/110247-freshdesk/)[ SysAid vs TeamSupport ](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/vs/teamsupport/)[ Supremo Remote Desktop vs Freshservice ](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/supremo/)[ Atera vs JIRA Service Management ](https://www.softwareadvice.com/help-desk/atera-profile/vs/jira-service-management/)[ ManageEngine Endpoint Central vs SolarWinds Service Desk ](https://www.softwareadvice.com/compare/30413-samanage/vs/117339-ManageEngine-Desktop-Central/) ## Your Guide to Top ITSM Software, November 2024 Software Advice uses reviews from real software users to highlight the top-rated ITSM products in North America. [Learn how products are chosen](https://www.softwareadvice.com/legal-page/frontrunners-methodology/) #### Explore FrontRunners - [Wavity Help & Service Desk](https://www.softwareadvice.com/help-desk/wavity-help-and-service-desk-profile/) - [Onspring](https://www.softwareadvice.com/bpm/onspring-profile/) - [BOSSDesk](https://www.softwareadvice.com/help-desk/boss-support-central-profile/) - [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) - [NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) - [TeamDynamix](https://www.softwareadvice.com/project-management/teamdynamix-profile/) - [ManageEngine ServiceDesk Plus](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/) - [Syncro](https://www.softwareadvice.com/psa/syncro-profile/) - [SolarWinds Service Desk](https://www.softwareadvice.com/crm/samanage-profile/) - [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) - [JIRA Service Management](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) - [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) - [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) - [ServiceNow](https://www.softwareadvice.com/product/27432-ServiceNow/) - [OTRS](https://www.softwareadvice.com/crm/otrs-profile/) “Usability” includes user ratings for Functionality and Ease of Use. “Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money. Reviews analysis period: The reviews analysis period spans two years and ends the 15th of the month prior to publication. The term IT, short for “information technology,” is nearly sixty years old. It first appeared in a [1958 edition](https://hbr.org/1958/11/management-in-the-1980s) 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?](#WhatIsITSMSoftware) [Common Features of ITSM Software](#CommonFeaturesofITSMSoftware) [The ITSM Vendor Landscape](#TheITSMVendorLandscape) ## 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 knowledge, used by IT department employees which can organize information into a self-service resource for employees.

Context is an important consideration for ITSM software buyers—it helps set expectations and goals for a new system. Context also matters when businesses consider whether potential systems will scale with company expansion and changing IT needs. For example, at the present moment, your company might only need a basic help desk application. But, if you have plans to eventually offer a service catalog, then service catalog functionality should factor into the purchase decision, even if it’s not an immediate need. ## The ITSM Vendor Landscape ITSM software is used to manage IT—that sounds simple. The complications arise from the facts that: - Businesses rely on IT—and creative new uses of it—to establish competitive advantage and, - IT devices, networks and implementation strategies are themselves constantly evolving. As a result, managing IT can feel like taking aim at a quickly moving target. In addition, ITSM buyers make purchase decisions based on a wide variety of priorities and expectations. (To learn more about trends in help desk buyer behavior, read our 2015 Help Desk User Report.) Given this, it should be no surprise to learn that the market for ITSM software is itself very dynamic. From startups with clever new applications to the stalwart blue chips of software, ITSM software buyers have no shortage of options. As a starting point for your purchase decision, you might consider which of the two following general categories best fits your current and expected situation: For **smaller businesses or those with limited ITSM needs**, there is a wide variety of mid-market ITSM solutions. These are often [cloud-based services](https://www.softwareadvice.com/resources/modernize-with-hosted-help-desk-solutions/) and, as such, are easier for smaller IT teams to deploy and manage. Admin console in [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) **Larger companies with IT networks spanning multiple locations and more complex ITSM requirements** may begin their selection process by looking at the big names in the software world. These solutions often have on-premise deployment options and more robust functionality, but can require more advanced technical know-how to implement, integrate (with other software) and manage. The ultimate goal of the ITSM software selection process should be to find the solution that will allow an IT department—regardless of size—to manage a company’s critical IT resources and infrastructure efficiently. It should align with a company’s chosen IT strategy, compliment the workflow of support staff and be able to scale and adapt to the company’s growth trajectory and targets. For many businesses, selection of an ITSM platform is the most important software decision they can make: IT is at the heart of most modern businesses, and without a system to efficiently manage it, many day-to-day operations can suffer. ### Related ITSM Software - [Help Desk Software](https://www.softwareadvice.com/help-desk/) - [IT Documentation Software](https://www.softwareadvice.com/it-documentation/) - [IT Service Software](https://www.softwareadvice.com/it-service/) - [IT Ticketing Systems Software](https://www.softwareadvice.com/crm/it-ticketing-comparison/) - [Issue Tracking Software](https://www.softwareadvice.com/issue-tracking/) - [Knowledge Management Software](https://www.softwareadvice.com/help-desk/knowledge-management-comparison/) - [Logbook Software](https://www.softwareadvice.com/logbook/) - [Portal Software](https://www.softwareadvice.com/portal/) - [Service Desk Software](https://www.softwareadvice.com/service-desk/)