Top 13 ITSM tools that breathe new life into IT service management

Would you like to optimize IT service management within your organization? The ITSM tool is the perfect solution.

Thanks to its functionalities, it structures workflows and optimizes problem resolution. As a result, IT teams respond better to the digital needs of their staff.

📌 To help you choose the software best suited to your organization's characteristics, we've selected the 13 best ITSM tools on the market. For each product, we provide you with the essential information: technical features, type of structure targeted, pricing and key functionalities.

See all software IT Service Management (ITSM)

Why use an ITSM tool in your business?

To fully understand the benefits of ITSM tools, it's important to differentiate between traditional IT support and IT service management (ITSM).

👉 IT support focuses on resolving technical incidents and requests for technical assistance.

👉 ITSM represents a more global approach that seeks to optimize the efficiency of a company's IT infrastructure.

This means that it integrates not only technical support, but also IT asset management (hardware, software, licenses, etc.) and change management (updating systems, deploying new solutions, training, etc.).

It's a comprehensive process, and to be effective, it requires efficient centralization of activities.

This is where the ITSM tool comes in. It acts as an IT control center, collecting all the critical information needed to manage the entire IT service lifecycle.

An ITSM tool offers you the following benefits:

• improved IT team productivity, thanks to the automation of repetitive tasks ;
• faster resolution of IT incidents;
• improved traceability of user requests and technician interventions;
• compliance with recognized frameworks (ITIL, COBIT, SIAM) and easier integration with DevOps methodologies;
• optimized IT costs thanks to streamlined asset and lifecycle management.

Overview of our selection

Top 13 ITSM tools on the market

Atera

Atera is an all-in-one IT management platform. It integrates RMM, ticketing, asset management and customized reporting functions.

The tool stands out for its automation capabilities. In particular, it generates ticket summaries and resolution suggestions. Altera is also the first platform in the sector to have integrated an AI application called Atera IA Copilot. It enables real-time troubleshooting by creating scripts and correcting incidents without human intervention. Atera offers numerous integrations with third-party tools to ensure seamless compatibility with your current workflows.

Atera is primarily designed for MSPs and enterprise IT departments.

⚒️ Key features :

• remote monitoring and management (RMM): performance tracking, real-time network monitoring, automatic alerts, terminal management ;

• PSA service automation: integrated ticketing, helpdesk, asset management, reporting, contract and SLA management;

• IT automation: patch management, custom scripting, automatic incident resolution, proactive maintenance;

• AI functionalities: instant ticket summaries, real-time diagnostics, script generation, automatic troubleshooting, suggested solutions.

💸 Price: from €149/month.

Atera

+200 reviews

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Managed Service Providers (MSP) Software

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BMC Helix

BMC Helix is a comprehensive cloud platform for enterprise IT management. Its wide range of functionalities makes it the ideal solution for large organizations.

The platform integrates artificial intelligence at all service levels. BMC Helix offers autonomous AI agents capable of automating tasks and providing strategic recommendations in real time. The tool particularly excels in early incident detection.

BMC Helix is aimed at large enterprises and organizations with significant IT governance needs.

⚒️ Key features :

• cognitive AI agents: workflow automation, predictive analysis, conversational assistants ;

• centralized knowledge management: collaborative information sharing, accelerated training ;

• advanced governance: automatic infrastructure discovery, risk analysis.

💸 Price: on request.

EasyVista

EasyVista Service Manager is an ITSM/ESM solution powered by artificial intelligence. This modular platform functions like an IT control tower, thanks to its centralized CMDB which analyzes your technology ecosystem in real time.

EasyVista EV Service Manager also offers full compliance with ITIL standards. Integrated AI automates repetitive tasks by suggesting context-sensitive actions. The main strength of the solution is its ability to interconnect different native modules (Discovery, Reach, Observe, DEM, Orchestrate), thus eliminating organizational silos.

⚒️ Key features :

• AI-enhanced ITSM: automation of routine tasks, support for IT agents, intelligent real-time analysis ;

• unified platform: native modules for discovery and inventory, remote control, monitoring, customizable workflows;

• asset management and CMDB: inventory management, contracts and licenses, automated CMDB.

💸 Price: on request.

Service Manager

10 reviews

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Streamlined IT Service Management Solution

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Freshservice

Freshservice is an omnichannel solution for managing corporate IT (and non-IT) services. Freshservice features an intuitive, easy-to-use interface.

Users are assisted by the Freddy AI agent, which speeds up incident resolution and offers insights for managers to exploit. The solution covers the entire IT spectrum, with modules dedicated to service, asset and operations management.

⚒️ Key features :

• ticket creation and tracking: integrated ticketing system, automated workflows, real-time SLA tracking;

• IT asset management: automatic equipment inventory, asset lifecycle tracking, contract and license management;

• AI assistant: accelerated incident resolution, predictive analytics, contextual recommendations.

💸 Price: from €15/user/month.

Freshservice

+200 reviews

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Simplified ITSM Powered by AI

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HaloITSM

HaloITSM provides all the functionality you need to manage your IT services. It automatically discovers and tracks your company's IT assets and visualizes their dependencies.

It also offers ITIL-aligned incident management processes for full compliance. Its native AI automatically summarizes incidents and requests. Its Emotion AI and Virtual Agent modules ensure short response times.

⚒️ Key features:

• asset management and CMDB: tracking of assets, configuration items and links between CIs ;

• incident management: SLA compliance, workflow automation, centralized communications;

• change management: planning and implementation of organizational changes.

💸 Price: from €130/year.

HaloITSM

+200 reviews

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Halo ITSM: IT Service Management Software

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Jira Service Management

Jira Service Management focuses on ease of use, and is aimed at IT and HR teams. The software manages requests, incidents and technological assets.

It offers an integrated service desk using a ticketing system. Users also have access to a self-service knowledge base. Jira Service Management is a solution focused on internal IT management, without advanced RMM.

⚒️ Key features :

• integrated service desk: centralized ticketing system, IT and HR request management, automated workflows, SLA compliance ;

• technology asset management: equipment inventory, lifecycle monitoring, configuration management;

• self-service knowledge base: self-service articles, intelligent search.

💸 Price: free starter plan.

JIRA Service Management

+200 reviews

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Software that centralizes customer relations

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Matrix42

Matrix42 is a solution that adapts to your budget and grows with your business. Flexible software, it can be installed in the cloud, on site or as a hybrid solution. Deployment is rapid, thanks to a ready-to-use process and expert support.

Matrix42 ensures proactive and efficient incident and asset management, and offers powerful IT automation (intelligent workflows, conversational AI integration, etc.).

Matrix42 is ideal for companies looking for a modular, affordable ITSM tool to maximize their ROI.

⚒️ Key features :

• incident management: intelligent workflows, automated resolution, preventive monitoring ;

• integrated AI: intelligent chatbots, automated assistance, recommendations ;

• asset management: automatic inventory, license tracking, cost optimization.

💸 Price: on request.

Matrix42 Service Management

4 reviews

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Advanced IT Service Management for Optimized Operations

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NinjaOne

NinjaOne focuses its services on RMM (remote monitoring and management of IT systems). In this field, it manages absolutely all operational aspects: patch deployment, script execution, automated diagnostics and fault resolution, etc . A cloud-based solution, NinajOne also offers high-performance automation and comprehensive IT asset management.

An ITSM tool of choice for IT and MSP teams.

⚒️ Key features:

• advanced RMM: real-time monitoring, endpoint management, continuous network monitoring ;

• maintenance automation: automatic patch deployment, scheduled script execution, preventive maintenance;

• automated fault resolution: intelligent diagnostics, no-human-intervention fixes;

• IT asset management: lifecycle, automated inventory, license tracking.

💸 Price: on request.

NinjaOne (ex-NinjaRMM)

+200 reviews

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Automated and Secure IT Asset Management

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ServiceNow ITSM

ServiceNow ITSM is a software package offering a wide range of applications for managing IT resources. It brings together in a single interface all the financial, inventory and contractual information of a structure.

ServiceNow ITSM also offers workflow automation for greater efficiency. The software is compatible with a wide range of tools, including Salesforce, Microsoft, Jira and Oracle.

ServiceNow ITSM is designed for SMEs and large enterprises alike.

⚒️ Key features :

• CMDB: integrated automatic asset discovery, dependency mapping ;

• asset management: lifecycle, licenses ;

• workflow automation: automated ITIL processes, reduction of manual tasks.

💸 Price: on request.

ServiceNow

+200 reviews

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Streamline IT Service Management for Enhanced Efficiency

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SimplyDesk

SimplyDesk is a complete IT management solution. It is available in SaaS or on-premise mode to suit the unique preferences and needs of each organization.

Whichever option you choose, SimplyDesk offers a full range of functionalities such as incident management, problem management, change management, asset management, software license management and more.

Its intuitive interface and workflows guarantee superior efficiency for IT teams.

⚒️ Key features :

• complete ITSM solution: management of incidents, problems, changes, integrated ITIL processes ;

• asset and license management: centralized inventory, software license tracking, cost optimization, compliance.

💸 Price: from €30/month.

Simplydesk

4 reviews

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Efficient Help Desk Solution for Streamlined Support

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SolarWinds Service Desk

SolarWinds Service Desk is a comprehensive desktop service management solution. Its modules also include an IT resource management system, providing the essentials: incident management with integrated AI, automatic asset discovery and inventory, and a CMDB for tracking IT assets and their dependencies.

Built on the ITIL framework, the solution automates numerous tasks and increases the efficiency of IT teams. The platform is distinguished by its fully customizable agent interface.

SolarWinds Service Desk is aimed at companies of all sizes looking for a solution that goes beyond IT with multi-functional support.

⚒️ Key features :

• ticket system: consolidated management of incoming requests, automated escalations, multi-channel tracking ;

• incident management: customizable workflows, ITIL compliance, automated SLAs;

• AI automation: recommendations, multi-ticket resolution, suggestions;

• knowledge base: integrated self-service articles, intelligent search, collaborative updating.

💸 Price: from €33.30/month.

SolarWinds RMM

+200 reviews

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Comprehensive Remote Monitoring & Management Solution

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Spiceworks Cloud Help Desk

Spiceworks is aimed primarily at small businesses. The software is one of the simplest and most accessible IT management solutions available .

The platform is free, which is worth noting. Spiceworks is more than sufficient to meet the needs of small IT teams. I

t integrates a ticketing system, a customizable self-service portal and automatic notifications to streamline workflows.

⚒️ Key features :

• IT asset management: network scanning, license and warranty tracking, lifecycle ;

• simple ticketing system: creation and tracking of requests, automatic assignment.

💸 Price: free.

SysAid

Sysaid combines IT service and asset management with advanced automation capabilities.

The platform offers an AI First approach, with artificial intelligence agents designed (and trained) specifically for ITSM. It automates a wide range of tasks, such as licensing, account unlocking and workflow management . SysAid also offers real-time asset discovery and updating.

SysAid is a solution worth considering for medium-sized organizations.

⚒️ Key features :

• advanced automation: automatic license allocation, account unlocking, end-to-end workflows ;

• real-time asset discovery: automatic inventory, continuous updating;

• remote control: remote login, problem resolution;

• monitoring: report creation, KPI tracking, personalization.

💸 Price: on request.

SysAid

+200 reviews

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ITSM Solutions: Automate Your Workflows

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How do you select the right ITSM solution?

Evaluate the key selection criteria

Process automation

Repetitive manual tasks hamper the productivity of IT teams. Ticket creation, allocation, system updates, SaaS license renewals... Small day-to-day actions require resources that could be allocated to the development of larger projects. A good ITSM solution must therefore offer a wide range of automated functionalities.

💡 Example: ServiceNow, which triggers corrective actions without human intervention.

Adaptability and flexibility

Think about your present and future needs by investing in a scalable ITSM tool. It must allow the addition of functionalities (CMDB, IA) and additional users simply.

💡 Example: Freshservice lets you create new workflows in just a few clicks to increase the number of users.

Integration with other systems

High-performance ITSM systems integrate with your organization's other software to streamline internal processes. Make sure your solution synchronizes with your ERP and CRM systems, as well as your cybersecurity tools.

💡 Example: Atera integrates with numerous third-party tools to ensure seamless compatibility with your current workflows.

Support and training

To be exploited to their full potential, ITSM solutions must not only offer available support, but also tutorials for each feature. Favor products with a progressive learning curve to maximize adoption by IT teams.

💡 Example: Matrix42 supports its users with a turnkey installation process and expert follow-up.

ITIL compliance

Make sure your ITSM software complies with ITIL best practices. To do this, check that it is ITIL 4 certified, the latest industry standard.

💡 Example: HaloITSM offers ITIL-compliant incident management processes.

Subscription prices and pricing model

Finally, choose a transparent, scalable pricing model that fits your budget. SMEs will prefer affordable turnkey solutions such as Freshservice or NinjaOne, while large corporations will look for modular, customizable platforms. You can also choose between an open source solution or a proprietary license.

💡 Example: SimplyDesk offers accessible plans with basic functionality to meet the needs of small structures.

Feature comparison table for the main ITSM software packages

Implement an effective ITSM strategy

Step 1: draw up a successful implementation plan

Don't rush into implementing your ITSM process.

Start by drawing up a comprehensive roadmap detailing :

• your objectives,
• the main ITSM functionalities you wish to integrate into your workflows,
• etc.

Involve the IT staff of your choice from the outset, understand their expectations and concerns, and take them into account in your planning. This approach will ensure a smoother transition, and above all, help you select the most appropriate software.

Also consider compliance with current standards. Design your ITSM processes to comply with ITIL best practices.

Step 2: Promote a culture of team collaboration

The main obstacle to transformation projects is team resistance to change. To minimize the effects of this phenomenon and facilitate adoption of your ITSM software, promote a culture of collaboration within your teams:

• organize regular training sessions,
• appoint ITSM ambassadors in each department to communicate the benefits of the software,
• collect valuable feedback.

Deploy processes in phases , so that you can adapt your project to information from the field.

Step 3: Monitor and analyze ITSM process performance

To ensure the effectiveness of your new IT service management process, implement the following performance indicators:

• overall and first contact ticket resolution rate ;

• average resolution time between ticket creation and closure;

• SLA (Service Level Agreement) compliance rate;

• total volume of incidents and tickets created;

• cost per ticket and per user.

See all software IT Service Management (ITSM)

It's up to you to take your IT management to the next level

Optimize your IT service management by choosing one of our top ITSM solutions. We have selected a wide range of management tools to meet the needs of all types of organization. Whether you're looking for ITSM software that's easy to deploy, offers advanced AI-driven automation or great flexibility, you're sure to find the right solution.