IT Service Management (ITSM) Software

ITSM stands for Information Technology Service Management. ITSM tools are IT software designed to manage all the IT services of a company.

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Our selection of 10 it service management (itsm) software

Free versionFree trialFree demo

Paid version from $10.00 /month

ITSM software for streamlined service delivery, incident management, and asset tracking. Automate workflows and improve service quality.

ManageEngine Servicedesk Plus helps IT teams manage service requests, incidents, and assets from a single platform. It offers customizable workflows, SLA management, a self-service portal, and more. By automating routine tasks and ensuring timely issue resolution, it helps teams improve service quality and reduce downtime.

Read our analysis about ManageEngine Servicedesk Plus Benefits of ManageEngine Servicedesk Plus

ITSM best practices

ITAM

Strong customer focus

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Streamline your IT processes with powerful ITSM software. Automate tasks, track assets, and manage incidents with ease.

SysAid offers a comprehensive ITSM solution, providing a centralized platform for all IT needs. Boost productivity with automated workflows and customizable dashboards. Monitor and manage all assets in real-time, and quickly resolve incidents with a user-friendly ticketing system.

Read our analysis about SysAid Benefits of SysAid

Increased efficiency and productivity

Better communication and collaboration among IT teams

Better visibility into IT operations and performance

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Effortlessly access and control remote devices with this software's intuitive interface and secure connection.

Zoho Assist's remote access software allows you to easily connect with remote devices across multiple platforms, and features advanced security measures to ensure your data stays protected. With its user-friendly interface, you can quickly and easily control remote devices as if you were there in person.

Read our analysis about Zoho Assist Benefits of Zoho Assist

Remote control

Smooth interface

Compatible with other devices

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MSP software with automated ticketing, remote monitoring and management, and real-time reporting.

NinjaOne streamlines your IT services with automated ticketing, remote monitoring and management, and real-time reporting. Reduce downtime and improve customer satisfaction with our MSP software.

Read our analysis about NinjaOne Benefits of NinjaOne

Ease of Setup, Management, and Use

Quality of Relationship

Patch Management

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Free versionFree trialFree demo

Paid version from €19.00 /month

Streamline your IT service management with powerful software that helps you track assets, manage tickets, and automate workflows.

With this ITSM software, you can easily manage your IT assets, track changes, and automate workflows. The software offers an intuitive interface, customizable dashboards, and flexible reporting options to help you gain insights into your IT operations.

Read our analysis about GLPI Network
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Streamline IT service management with powerful features for ticketing, asset management, and reporting.

Freshservice's ITSM software offers a comprehensive solution for managing IT services. Its intuitive ticketing system allows for easy tracking and resolution of issues, while its asset management features help keep track of hardware and software inventory. Detailed reporting capabilities provide insights into team performance and resource utilization.

Read our analysis about Freshservice Benefits of Freshservice

Asset management

Customer Service

Reporting and analytics

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ITSM software for streamlined operations, asset management, and service desk solutions.

Kamatera offers a comprehensive ITSM software with features such as automated workflows, incident tracking, and asset tracking. The software enables easy ticket management, change management, and problem management. It also provides real-time reports to help monitor performance and optimize service delivery.

Read our analysis about Kamatera Benefits of Kamatera

30 Day Free Trial

Great Value for Money

24/7/365 Human Tech Support

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Streamlines IT services with automation, incident management, and customizable workflows.

Nexoid offers an ITSM solution designed to enhance operational efficiencies through advanced automation, detailed incident management, and fully customizable workflows suited for any business size. It focuses on reducing manual tasks and improving service delivery, ensuring a seamless IT service management experience. Its scalable architecture adapts to evolving business needs, making it an ideal platform for organizations aiming to optimize their IT processes.

Read our analysis about Nexoid Benefits of Nexoid

Efficiency, Advanced ITSM and ERP solutions, Easy customization, Human

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Streamline IT operations with a powerful ITSM software that automates service requests, incidents and changes.

BMC Helix ITSM allows IT departments to increase productivity and improve customer satisfaction by providing a single platform for managing all IT services. Its advanced automation capabilities help reduce manual work and ensure compliance with best practices.

Read our analysis about BMC Helix ITSM
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Streamline IT processes with powerful ITSM software. Automate workflows, manage assets, and improve service delivery with ease.

HaloITSM offers a comprehensive ITSM solution, providing a centralized platform to manage incidents, problems, changes, and service requests. Its intuitive interface allows for easy customization, and its robust reporting capabilities enable data-driven decision-making.

Read our analysis about HaloITSM Benefits of HaloITSM

Modern & Intuitive; Highly Configurable; Cost Effective

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IT Service Management (ITSM) software: purchase guide

A complete guide on ITSM tools

Manage your IT hardware more efficiently by choosing ITSM solutions. This type of software solution is the perfect tool to improve the quality of your services. And, it also allows you to lower your costs by controlling them as you wish.

What are ITSM tools?

ITSM tools (Information Technology Service Management) is programmed to monitor the activity of your company's IT support services. It identifies errors and malfunctions so you can manage your IT systems effortlessly.

Be at the forefront of innovation by choosing a SaaS software solution. By opting for one, you will benefit from the latest versions of ITSM software. Moreover, you can manage your IT and office automation equipment with ease and each incident is immediately notified so that you can react instantly.

How does an ITSM process work?

An ITSM process must have the following functions:

  • be measurable;
  • provide a specific result;
  • create value for the customer;
  • respond to a specific event (e.g. a user's call to the hotline).

What are the features of ITSM tools

Here are the main features that ITSM tools should cover:

  • Incident management: this is the lifecycle management of the problems that may occur in your IT system. ITSM tools are ideal to reduce the times when your teams cannot use their computers because they are blocked by an incident.
  • Cost management: By properly implementing your ITSM tool, you will better control the costs related to the renewal of your computer park or the need for repairs.
  • Performance analysis: Analyse in real-time the performance of your IT resources in order to make the best decisions and to be really reactive. 
  • Query management: Centralize queries to respond to your employees' needs with agility and provide continuous improvement of the IT infrastructure.
  • Change and evolution management: the itsm management tool also has the function of better understanding the needs for change in order to respond to the evolution of your business.

What are the benefits of using ITSM tools?

Here are the main benefits of using ITSM tools:

  • You will follow all of the laws and regulations in effect.
  • You will save tons of time and respond more quickly.
  • You will improve the quality of your service.
  • You can supervize IT processes.
  • You can control your costs and lower the investments dedicated to your IT equipment.
  • You can optimize and continuously improve your IT infrastructure.
  • You can manage your IT system and centralize your services.
  • You can improve organization thanks to the automation of certain tasks.

What are the requirements for a modern ITSM tool?

There is a wide range of requirements for an ITSM tool. Depending on the internal purpose, the points listed below vary greatly:

  • Integral solution covering ITIL processes and the entire ITIL Life Cycle
  • Not only service operation, but service strategy - coverage
  • Complex services and SLAs can be mapped
  • Open interfaces and use of standards
  • Degree of integration capability
  • Orchestration, monitoring, discovery
  • Asset management
  • Easily customizable standard workflows
  • Task creation and task merging
  • Integrated service portal (including self-service portal)
  • Request management
  • Ordering of new services, self-help
  • Reporting
  • Multiple levels, from internal IT to management dashboard

ITSM covers the areas of service support and service delivery. Service support includes service desk, configuration management, incident management, problem management, release management and change management. Service delivery includes service level management, financial management, capacity management, availability management, IT continuity management and security management. Optimal IT service management is achieved, among other things, by choosing the appropriate definitions of processes and standards as well as software packages and ITSM frameworks.

What ITSM frameworks are there?

ITSM frameworks aim to ensure that the appropriate processes, people and technologies are in place to achieve the set business objectives. The most well-known ITSM frameworks include COBIT, Six Sigma, Microsoft Operations Framework, ISO 20000, TOGAF and ITIL.

IT Service Management (ITSM) softwares: Q&A

ITSM software helps manage IT services by automating workflows, tracking incidents, and improving communication between IT and other departments. It can also assist in implementing ITIL best practices and creating service catalogs.

Look for features such as incident management, change management, problem management, asset management, and service level agreement (SLA) management. Also, consider integrations with other tools, customization options, and reporting and analytics capabilities.

ITSM can lead to improved IT service delivery, increased efficiency and productivity, reduced downtime and costs, better communication and collaboration, and enhanced customer satisfaction. It can also help align IT with business goals and compliance requirements.

Some of the top ITSM software options include ServiceNow, BMC Helix, Cherwell, Freshservice, and Ivanti Service Manager. Each has its strengths and weaknesses, so it's important to evaluate your specific needs before making a decision.

Some free ITSM software alternatives include Spiceworks, OTRS, GLPI, and Zammad. Keep in mind that these may not have all the features of paid options and may require more effort to set up and use effectively.