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 51 products
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 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:
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 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:
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:
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:
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:
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:
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:
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:
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:
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:
TOPdesk is a cloud-based computer-aided facility management (CAFM) and ITSM solution designed to help small and midsize businesses manage a facilities' work orders, maintenance schedules, assets and on-site guest visits. TOPdesk provides... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
AlertFind is a cloud-based help desk solution with an intuitive user interface and omnichannel platform that helps business continuity professionals manage mass notifications concerning IT issues and emergency situations. It automatically... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
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:
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:
NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
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
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
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:
TeamHeadquarters is a help desk management solution that offers small and midsize businesses a service desk, project management, resource management and scheduling functionalities within a suite. The software is available for deployment... Read more
Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:
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 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 and, as such, are easier for smaller IT teams to deploy and manage. Options in this category include:
- Freshservice
- Phaseware Tracker
- Salesforce’s Service Cloud
