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IT Asset Management Software


 
Freshservice logo
 
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
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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
 
JIRA Service Desk logo
 
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
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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
 
ManageEngine ServiceDesk Plus logo
 
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
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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
 
Agiloft logo
 
Agiloft can be deployed on-premise or through a hosted model. The modular suite of applications for business process management include knowledge management, customer service, field service, and help desk.
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Agiloft can be deployed on-premise or through a hosted model. The modular suite of applications for business process management include knowledge management, customer service, field service, and help desk.
 
HarmonyPSA logo
 
HarmonyPSA is a hybrid professional services automation (PSA) solution that helps cloud-based managed service providers and software companies of all sizes to manage their business operations. The solution can be deployed either on-premise... Read More
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HarmonyPSA is a hybrid professional services automation (PSA) solution that helps cloud-based managed service providers and software companies of all sizes to manage their business operations. The solution can be deployed either on-premise... Read More

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Samanage logo
 
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
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Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
 
SysAid logo
 
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
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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
 
InvGate Service Desk logo
 
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
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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
 
Vivantio Pro logo
 
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts, and reports, routing and assignments, and... Read More
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Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts, and reports, routing and assignments, and... Read More
 
Vizor Complete logo
 
Vizor from Vector Networks is a cloud-based modular IT management platform that helps businesses to manage their IT and software related assets and services. Additionally, it also helps businesses to manage the licenses and incidents... Read More
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Vizor from Vector Networks is a cloud-based modular IT management platform that helps businesses to manage their IT and software related assets and services. Additionally, it also helps businesses to manage the licenses and incidents... Read More

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Service Desk logo
 
Service Desk is a service management solution that offers customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within one system. These applications can either be installed... Read More
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Service Desk is a service management solution that offers customer service and support, web self-service, knowledge management, field service, help desk and live chat tools within one system. These applications can either be installed... Read More
 
Remedyforce logo
 
Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage... Read More
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Remedyforce is a service management software built on a Salesforce app cloud and provides reporting, knowledge management, incident and problem management features. The software provides a service desk system so that users can manage... Read More
 
EasyVista logo
 
EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through a... Read More
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EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through a... Read More
 
TechnologyEssentials logo
 
TechnologyEssentials from Dude Solutions is a comprehensive Help Desk and Customer Service & Support program designed to help IT professionals in a variety of small-to-midsized businesses. TechnologyEssentials is especially useful... Read More
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TechnologyEssentials from Dude Solutions is a comprehensive Help Desk and Customer Service & Support program designed to help IT professionals in a variety of small-to-midsized businesses. TechnologyEssentials is especially useful... Read More
 
ChangeGear by SunView logo
 
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
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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

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SmartSupport logo
 
SmartSupport by Safeharbor Knowledge Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer support and web self-service by... Read More
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SmartSupport by Safeharbor Knowledge Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer support and web self-service by... Read More
 
Web+Center logo
 
Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
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Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
 
Salesforce.com Service Cloud logo
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
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Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
 
mHelpDesk logo
 
mHelpDesk is a field service solution that helps customers automate everything from first customer contact to getting paid. This includes customer management, quoting, dispatching, invoicing, billing and reporting. mHelpDesk has multiple... Read More
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mHelpDesk is a field service solution that helps customers automate everything from first customer contact to getting paid. This includes customer management, quoting, dispatching, invoicing, billing and reporting. mHelpDesk has multiple... Read More
 
Desk.com logo
 
Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer... Read More
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Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer... Read More
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: April 9, 2018


IT asset management software reduces the cost and complexity of managing IT tasks by providing a single repository for all information relating to hard and soft technologies, plus other inventory that falls under the purview of the IT department. There are hundreds of such products out there, from basic free programs to advanced solutions that fully integrate with help desk software and other essential functions. To help you navigate this market, we’ve created this buyer’s guide. Use this and the IT asset management software reviews tab to make your selection. 

Here’s what we’ll cover:

What Is IT Asset Management Software?

This describes a special breed of inventory monitoring software designed specifically to address the unique needs of an IT manager. This means tracking anywhere from one to millions of individual pieces of hard and/or soft technology assets and integrating with servers, networks and service desk as necessary to help troubleshoot problems quickly and efficiently.

Most systems are designed for inventory oversight, including tracking a company’s entire technology services and networking inventory. More advanced systems will automate that and other processes, allow for tighter asset control and management of information needed for service desk resolution and reporting, as well as integrating with other company IT needs (e.g., client management).

Common Features of IT Asset Management Software

Depending on the specific product selected, an IT asset management solution could provide some of the following features:

Inventory management This is the core application of IT asset management software. It’s the centralized database that lets management see at a glance all important data on IT assets, like where they fall on the replacement cycle.
Device discovery This application saves time and effort by scanning a company’s networks for connected devices. After discovery, the devices can be automatically entered into the inventory management application.
License management This application helps companies maximize the efficient use of the software for which they’ve purchased licenses. (Software licenses often have stipulations about the number of permitted installations or concurrent users.)
Support ticketing Open and close requests for IT support, tracking resolution speed, common problems, solutions to unusual problems etc. This is typically offered within a larger help desk or ITSM platform.
Hardware monitoring Shows the active state of connected hardware, including data on its uptime/downtime. This is often used to monitor the health and status of company servers, and can be invaluable for avoiding sudden surprises and malfunctions.

What Type of Buyer Are You?

Internal buyer. Companies that manage their own IT departments may need a system to manage their networking, VoIP and server usage to protect against malware and to ensure maximum uptime. For these businesses, there are several free or low-cost options available. Spiceworks is among several vendors that offer free IT asset management tools for smaller users.

Customer-focused buyer. Companies that provide outsourced IT services need their system to be able to assign assets to customers and integrate with billing and accounting. It also needs to integrate with clients’ systems, which can be a challenge, so be sure to consider how the software will impact your customers as you peruse your options. SAManage for Zendesk and Netsuite Online are good options to consider. 

Enterprise suite buyer. The prime example of this buyer might be a telecommunications company, or any other business that loans, leases or otherwise manages hardware for a very large number of customers. These companies typically support customers from a service desk, meaning that the system needs to integrate with a help desk and/or sales force system to maximize the efficiency of customer service resolutions. FrontRange and Power2Assets for Sage SalesLogix are two enterprise IT products to consider. 

Market Trends to Understand

There are several market trends you should understand as you conduct your software comparison. They include:

Free software. With Software-as-a-Service reaching critical mass as a business strategy, the innovation phase has kicked in and companies are looking for new ways to enter specialty markets. In that environment, many vendors are beginning to offer free IT asset solutions. As could be expected, these are usually supported by ads and/or “pro” upgrades, but that doesn’t mean they are less effective solutions—they still offer high quality and performance, and for many smaller companies these free offerings present a very viable solution that should not be dismissed just because it sounds too good to be true.

Asset to help desk integration. According to a Gartner research study, IT analysts spend an average of 17 minutes per support call, and 42 percent of that time is spent establishing the location and configuration of the target product. For this reason, IT software vendors like SysAid and Web+Center are now offering a solution that combines asset tracking with service desk—in other words, providing a single system that maintains all of the relevant information on customer assets, which is immediately provided to the analyst on every service call. This shaves several minutes off every call, saving money and improving customer satisfaction.

 

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