Our Top Picks

Agiloft
Agiloft Review
  • Deployment: Windows, web-based, cloud, SaaS
  • Support: Phone during business hours, online
  • License management
Agiloft is a versatile company that provides a host of solutions. Some of the more notable products include procurement, sales operations, and enterprise platforms. Of course, when it comes to the best ITSM software, the CLM for IT Service Management is one to consider.

Also known as the Flexible ITIL Service Desk, it links with specific preconfigured processes. You can manage purchase requests while also focusing on incident reports. The elements that make it stand out are the 11 ITSM and ITIL processes that integrate to make the system effective.

Features include:

  • Release-deployment management
  • Events planning
  • Service level agreements
  • Asset configuration management
  • Portfolios
Various price plans are available based on which integrations and features you’d like to include. You can access both a free trial and a demo, while support is contactable online and during business hours.

Pros & Cons

The only downfall is that support is not available 24/7 if you have issues after hours or on weekends. There are strict change management protocols in place to monitor any alterations. You can also adjust the configuration settings, establishing rules for how the ITSM system should work.

Pros

  • Changed management
  • Incident tracking
  • Configuration control

Cons

  • No 24/7 live support

What Customers Are Saying

One client was impressed with how easy the system was to install in the beginning, writing, “They use industry recognized terminology which makes it much easier to adopt it. Also it allows you to do a lot of customization.” Another user mentioned how different parties can use the software, stating, “The end-users have a separate interface from the tech-staff user which is very simplified and will auto-route the requests to the correct support team.”

Summary

Agiloft
Agiloft Review
  • Starting Price
    • Professional: $65/license/month
    • Professional (Extended): $95/license/month
    • Enterprise: $135/license/month
    • Enterprise Extended: Call for quote
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows, web-based, cloud, SaaS
  • Support: Phone during business hours, online
  • License management
Atera
Atera
  • Deployment: Mac, Windows. web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), phone during business hours, online
  • Advanced reporting
Atera’s ITSM software has a full list of features for your company to use. There’s a single dashboard that displays all the crucial alerts and information in your IT system, which you can configure through the extensive settings. Some of the items include start and stop services, ticket creation, running scripts, and alerts.

The Network Discovery tool scans online networks to find upsell opportunities in your industry. You can manage your service level agreements and ensure you receive optimal services. If you’re looking for financial integration, feel free to link to Freshbooks or QuickBooks for billing and invoicing.

Features include:

  • Remote monitoring
  • Analytics and reporting
  • Network discovery
  • Professional Service Automation
  • MSP strategies
Atera offers various plans for technician bills or overall monthly costs. There’s also an option for businesses that operate from home. If you want to test the system first, there’s a free trial up for grabs.

Pros & Cons

Atera has many reporting tools for insight from your ITSM system. You can manage all the required licenses throughout your entire organization, and there’s a handy feature for monitoring and reacting to incidents. However, it lacks any semblance of change management protocols.

Pros

  • Reporting tools
  • Incident management
  • License control

Cons

  • No change management

What Customers Are Saying

Many businesses share their praise for Atera’s platform, stating, “Easy to keep track of all customers and their equipment. The alerts are a major plus and the ability to break down certain customers to folders for locations is great.” One client mentioned its simplicity, writing, “The interface for Atera is clean, simple, and effective. You can do everything you need to without having to dig for it.”

Summary

  • Starting Price
    • Pro: $89/technician/month
    • Growth: $129/technician/month
    • Power: $169/technician/month
    • Network Discovery: $29/technician/month
    • Remote access: $5/enabled computer/month
    • *discounts available with annual billing
  • Change Management
    No
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac, Windows. web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), phone during business hours, online
  • Advanced reporting
Axios-Systems-assyst
Axios Systems assyst
  • Deployment: Mac, Windows, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), phone during business hours
  • Different integrations
Axios Systems assyst aims to drive productivity by giving your team the technology and tools they need to become more effective in the workplace. The software is powered by assyst Intelligence (a.I.), supporting the notion that machine learning is the core force behind positive change. You’ll find the entire matrix divided between ITSM, IT operations management and IT business management.

Its ITSM software tools consist of three sections: digital workplace, service desk, and performance. There’s a detailed dashboard containing all the essential information you’ll need to manage the platform. The Process Automation module is key to configuring how you want the system to run.

Features include:

  • Digital workplace
  • assyst Intelligence
  • Virtual chatbot
  • Service catalog
  • Asset management
  • Capacity tracking
With no specific price plans on the website, you’ll have to contact the company for a quote while indicating which features you’d like to apply. You’ll find technical support 24/7 in case you need assistance after hours.

Pros & Cons

Axios ITSM software feature is the self-service portal where approved users can access all the required dashboards and tools. You can track changes at any time to ensure that any actions are above board, and there’s an incident management tool for responding to breakdowns. Sadly, browsing the website for prices is fruitless, as you’ll need to contact the company for a quote.

Pros

  • Change tracking
  • Self-service portal
  • Incident management

Cons

  • No prices listed on site

What Customers Are Saying

A reviewer indicated one of the greatest benefits of Axios, writing, “The primary strength of assyst is the very thorough and well developed platform that it is built on to assist in automation or application development.” One client was succinct in the description, stating, “Easy of use, features, ROI, fast implementation, quick win.”

Summary

Axios-Systems-assyst
Axios Systems assyst
  • Starting Price
    • Quote based pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), phone during business hours
  • Different integrations
BMC-Remedy
BMC Remedy 9
  • Deployment: Web-based, cloud, SaaS
  • Support: Business hours, online
  • Advanced reporting
BMC’s product range can be daunting at first, since it provides a vast array of IT software packages listed on the site. One category is the BMC Helix brand, with Remedyforce hidden within it as one of the 10 platforms. Its primary focus is predictive ITSM services for medium-sized companies.

Remedyforce transforms the digital workplace into a strategic partner. The cloud platform is scalable, while you’ll also receive insights from dashboards, analytics, and reports. Both users and agents can use the built-in self-service portal.

Features include:

  • Omni-channel self-service
  • Extensive functionality
  • Intuitive dashboards
  • Display customization
  • Seamless upgrades
BMC Helix Remedyforce’s ITSM software comes at a price, but you’ll need to contact it to tailor a quote for your business. The system is deployed as web-based, SaaS, and cloud.

Pros & Cons

Unlike many of the companies reviewed in our list, BMC’s software is missing configuration control and license management. On the plus side, many system integrations are available, and you’ll have access to several reporting tools. There’s also a free demo you can test before paying for a subscription plan.

Pros

  • System integrations
  • Various reports
  • Demo available

Cons

  • No license management

What Customers Are Saying

Clients enjoy the separate functions of the software, with one writing, “BMC Helix ITSM (Remedy) is a strong ITSM tool with flexible customization capability, thanks to ARS. Digital Workplace, Smart Reporting components creates a good blend with BMC Helix now.” When discussing the versatile uses, a reviewer states, “We are using it for Incident Management, Problem Management, Change Management, Request Management, Knowledge Management and Configuration Management.”

Summary

BMC-Remedy
BMC Remedy 9
  • Starting Price
    • Quote based pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    No
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Support: Business hours, online
  • Advanced reporting
BOSS-Solutions-Suite
BOSS Solutions Suite
  • Deployment: Windows. web-based, cloud, SaaS, iOS, Android
  • Support: Phone during business hours, online
  • Self-service portal
The BOSS Solutions Suite has some of the best ITSM software tools for any business type. You can choose which modules you’d like to include, each providing different functionality. There’s also an extensive service catalog that consists of custom templates and forms.

If you’re interested in the reporting component, the system delivers a dashboard with widgets and charts. It lets you alter the widget details for different tech departments so that each team has a set of instructions and rules. It also caters to facilities management corporations that need a multitiered tenant structure.

Features include:

  • Problem management
  • Reports and dashboards
  • Service catalog
  • Asset management
  • Configuration tools
If you have a business looking for the best ITSM software solutions from BOSS, you can choose between three different subscription plans. It also offers a free trial and a demo, with several platforms for accessing your network.

Pros & Cons

If you need tech support to assist you with the ITSM software, it’s only available by phone during business hours. The system manages your licenses for you, while you can also track any incidents at your facilities. There’s a robust change management tool for monitoring any platform alterations.

Pros

  • License management
  • Incident tracking
  • Change management

Cons

  • No 24/7 support

What Customers Are Saying

One user indicated the benefits to both the company and clients, stating, “We have not missed a beat, and our end users are receiving the support that they want and expect in a timely, professional manner because of it.” Another reviewer discusses the remote capabilities, writing, “We are able to update our field techs with ticket assignments or ticket updates while they are in the field, and the techs are able to update the service ticket from the field with the latest information.”

Summary

BOSS-Solutions-Suite
BOSS Solutions Suite
  • Starting Price
    • Essentials: $19/agent/month
    • Professional: $39/agent/month
    • Enterprise: $69/agent/month
    • *with annual billing agreement
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows. web-based, cloud, SaaS, iOS, Android
  • Support: Phone during business hours, online
  • Self-service portal
Freshservice
Freshservice
  • Deployment: Web-based, cloud, SaaS, Android, iOS
  • Support: 24/7 (live rep), phone during business hours, online
  • License management
Freshservice is another provider that delivers various models, with ITSM as only one of the solutions. It streamlines the service requests from tenants or clients, making them accessible by your team. It looks almost like an e-commerce website, making it more appealing to the user.

There’s multichannel support so you can track and report any IT issues easily. It also helps you switch from reactive to proactive responses and maintenance, improving your reputation in service delivery. The problem management module is essential for reducing as much human error as possible.

Features include:

  • SLA management
  • Incident management
  • Automations
  • Ticket resolutions
  • Project management
Freshservice offers a comprehensive list of price plans, so you’ll be spoilt for choice. Of course, it boils down to the transaction numbers per month and how many features you want to install.

Pros & Cons

Despite the various platforms you’ll find Freshservice’s ITSM software tools on, there’s no deployment on Windows or Mac devices. There are plenty of benefits to the system, including a plethora of reporting tools and configuration management. You can also treat users to a self-service portal to monitor and address issues.

Pros

  • Various reports
  • Self-service portal
  • Configuration management

Cons

  • No Windows or Mac deployment

What Customers Are Saying

When asked which service works best, one client states, “Can set up a catalog of services and items for end users to ‘order’ with a workflow approval process.” One reviewer was impressed with the transition to the new system, writing, “Within the trial period, I had most of the set up done before I presented to my department head. The ease of switching from the previous (and archaic) system to FS for our end users was, overall, seamless.”

Summary

Freshservice
Freshservice
  • Starting Price
    • Starter: $29/agent/month
    • Growth: $59/agent/month
    • Pro: $109/agent/month
    • Enterprise: $129/agent/month
    • *discounts with annual billing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, Android, iOS
  • Support: 24/7 (live rep), phone during business hours, online
  • License management
ManageEngine
ManageEngine ServiceDesk Review
  • Deployment: Windows, web-based, cloud, SaaS, Android
  • Support: 24/7 (live rep), business hours, online
  • System integrations
The ManageEngine ServiceDesk is designed to transform the daily chores of reacting to requests to proactively providing exceptional customer service. The change management module has a drag-and-drop display, letting you make quick alterations to the system. With just a few movements, you can control any element of the process life cycle.

You may also want to customize how the system operates. While many tech experts are used to programming, the program requires no coding knowledge. Some of the latest enhancements also make it easy to turn paperless blueprints into live workflows.

Features include:

  • Asset management
  • Incident management
  • CMDB
  • Problem resolution
  • Service catalog
  • IT release management
ManageEngine ServiceDesk is generous by providing a free trial and a demo to test its ITSM software functions. There are three different price plans, depending on which features you need the most. You can also request a quote if you require any other tools not listed in the packages.

Pros & Cons

Reducing your risks starts by tracking incidents and putting tasks into action to prevent future occurrences. You can use the software to manage different configurations, and there’s strict license management for all the system users in your business. However, there’s no deployment for Mac devices

Pros

  • Incident tracking
  • Configuration management
  • License control

Cons

  • No Mac deployment

What Customers Are Saying

One user had plenty to say, starting with, “Great UI: the GUI is web-based, and it is extremely fast. Everybody loves how easy and fast it is to work with tickets (find, modify, add/find notes, etc.)” Another reviewer was pleased with the presentation, indicating “ServiceDesk Plus does well at tracking our tickets and supplying great charts and graphs to pass off to Managers and Directors to show how we are doing as a company and where work needs to be improved.”

Summary

ManageEngine
ManageEngine ServiceDesk Review
  • Starting Price
    • Standard - IT help desk software: starts from $8
    • Professional - Help desk + asset management: starts from $16
    • Enterprise - Help desk + ITIL asset + project: starts from $41
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows, web-based, cloud, SaaS, Android
  • Support: 24/7 (live rep), business hours, online
  • System integrations
Motadata
Motadata ServiceOps
  • Deployment: Mac, Windows, web-based, cloud, SaaS, iOS, Android
  • Support: Phone during business hours, online
  • Advanced reports
Motadata’s best ITSM software package is called ServiceOps. It has a clean, user-friendly interface for your technicians to navigate while giving you the freedom to monitor their workload. The incident and ticket management system is also efficient, granting you access to analytics, response times, investigations, and suggestions for future preventive measures.

The network also covers your assets, making your annual stocktaking easier to handle. When you maintain, operate, or dispose of assets, it keeps precise records of every activity. Furthermore, there’s data transparency so that the approved team members can access the required information.

Features include:

  • Infrastructure intelligence
  • Data analytics
  • ITIL compliance
  • Technician workload dashboard
  • Knowledge management
Motadata ServiceOps goes all out and delivers its ITSM software tools on multiple platforms. You can access your information across any of them, and you’ll receive phone support during business hours. Feel free to test the system through the demo or trial period, but you’ll have to request a price.

Pros & Cons

The only disadvantage of using the ITSM system is that there’s no live support available. You can apply a self-service portal for clients and users to work through the platform, maintaining proper control through change tracking. It also allows you to configure rules and settings that meet your company’s objectives.

Pros

  • Self-service portal
  • Change management
  • Configuration tools

Cons

  • No live support

What Customers Are Saying

Many businesses have seen improvements after using the system, with one stating, “We are able to bring down our overall operation cost while maintaining overall excellent customer experience.” A user pointed out the effective support team, writing, “Motadata is having a team of experienced professionals who are having understanding on the subject and what is to offer for the client requirement. Overall I am satisfied with the delivery and support.”

Summary

Motadata
Motadata ServiceOps
  • Starting Price
    • Quote bassed pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS, iOS, Android
  • Support: Phone during business hours, online
  • Advanced reports
Service Desk Invgate
Service Desk
  • Deployment: Windows, web-based, cloud, SaaS
  • Support: Phone during business hours, online
  • System integrations
InvGate is an ITSM Service Desk product that aims to reduce business costs while changing the client experience. It has an elegant user interface whereby you can analyze and adjust financial imperatives. With a keen focus on compliance and risk management, it improves business and IT governance.

One of the unique features that drive productivity is Gamification. You set challenges, rewards, and engaging activities to keep teams motivated. The games are only for entertainment and prizes, but the system also creates a blend of the right behavior and a positive work culture. It creates a competitive spirit in your business with incentives for completed tasks.

Features include:

  • Gamification
  • Analytics
  • Improved workflow
  • Problem management
  • Ticket control
  • Knowledge base
Once you contact InvGate for its Service Desk ITSM Software, you can apply for the free demo or 30-day trial period. It’s available on several platforms, including SaaS, cloud, and web-based.

Pros & Cons

Service Desk is another one of the best ITSM software services with every feature we recommend available. You can track incidents throughout your company and draw reports for insights into any areas that need your attention. The program also maintains a record of the technological licenses.

Pros

  • Incident tracking
  • Reporting
  • License management

Cons

  • No live support

What Customers Are Saying

One client enjoys the simplicity of the software, stating, “Easy to set up and easy to understand on daily usage, the relations between grouping, help desk and catalog is superb.” Another reviewer mentions the top features, writing, “Affordable Easy to set up Ability to use variables when creating a ticket Ability to add observers and collaborators to a ticket Easy to do things like reassign and escalate.”

Summary

Service Desk Invgate
Service Desk
  • Starting Price
    • Quote based pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows, web-based, cloud, SaaS
  • Support: Phone during business hours, online
  • System integrations
SysAid
SysAid
  • Deployment: Windows, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), phone during business hours, online
  • Configuration management
SysAid has an ITSM software platform that provides 360-degree solutions. It manages the entire process life cycle from start to finish, ensuring you and your clients receive quality services. To reduce ticket management issues, it contains all the data for your assets, whether movable or immovable.

The software’s pride and joy is the orchestration engine. It provides advanced automation, giving your tech team more time to focus on the core business. When it comes to repetitive manual tasks, the system simplifies the process via routing, escalations, and client notifications.

Features include:

  • Help desk
  • Analytics
  • Automation
  • Analytics
  • Integrations tools
Several platforms can access SysAid’s ITSM software tools, with live and online support available 24/7. Both a free trial and demo are available, and you can configure the system as your business requires.

Pros & Cons

While we mentioned that several devices run the software, the only deployment missing is Mac. There’s a user portal available for your team to view numerous report types, such as insights into incidents, system changes, and licenses.

Pros

  • Change management
  • Self-service portal
  • Various reports

Cons

  • No Mac deployment

What Customers Are Saying

Clients have plenty to say about SysAid’s system, writing, “SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.” One reviewer mentioned how well the integrations work, stating, “Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, SAP and much more.”

Summary

  • Starting Price
    • Quote based pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows, web-based, cloud, SaaS, iOS, Android
  • Support: 24/7 (live rep), phone during business hours, online
  • Configuration management
TeamDynamix
TeamDynamix
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • License management
TeamDynamix has several solutions for managing your IT systems in the workplace, and its ITSM offering is only one of them. It cuts out any need for coding with its user-friendly design, which means even your clients can use the system. By embedding your processes into the system, there’ll be less drain on your budget and resources.

With CMDB and asset discovery at the helm, you’ll be aware of the contract and license renewal dates. There are many diagnostic tools so you can analyze where things are going wrong and how to prevent recurrences in the future. You can also utilize a service catalog to reduce call volume.

Features include:

  • Asset discovery
  • Group tickets
  • Knowledge base
  • Self-resolve issues
  • Workflow automation
TeamDynamix will offer you a quote based on your requirements instead of listing subscription rates. Options for testing the system include a free trial and a demo.

Pros & Cons

The platform offers numerous integrations, from business applications to software tools. You can draw different types of reports, whether in graph, dashboard, or spreadsheet form. There’s also an incident management function for checking if any problems have occurred and how they were dealt with in the aftermath.

Pros

  • Reporting tools
  • Integration support
  • Incident management

Cons

  • No mobile deployment

What Customers Are Saying

Businesses find TeamDynamix easy to work with, stating, “Teamdynamix is highly customizable and easy to use. Creating reports and automated procedures is a snap.” Another reviewer writes, “We can divide our contacts into separate categories and each category can have subcategories. This division has made it very easy for us to track specific reasons why students contact our office.”

Summary

TeamDynamix
TeamDynamix
  • Starting Price
    • Quote bassed pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Support: 24/7 (live rep), business hours, online
  • License management
TOPdesk
TOPdesk
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Support: 24/7 (live rep), phone during business hours, online
  • System integrations
TOPdesk believes that if you have better ITSM support, your clients will be happier. Besides Enterprise Service and Facilities Management systems, its ITSM software tools help you achieve better IT service delivery. The platform is centralized online so everyone can have easy access to the same portal.

The primary benefit is that you can standardize your company’s services. Your clients will know what to expect, specifically with the change management module. You can even create action sequences for various workflow procedures so that requests trigger specific responses.

Features include:

  • Asset management
  • Dashboard and reports
  • API integrations
  • Knowledge base
  • SLAs and contract management
TOPdesk provides numerous support options, such as live reps and online tools during business hours. You’ll find there are many apps you can integrate with the system. If you’re uncertain about paying for the service, you can request a free trial or demo.

Pros & Cons

With so many deployment options available, it’s surprising that no mobile options are present. Nevertheless, you can set different configurations for all the modules. There’s also license tracking and change management functionality available.

Pros

  • Configuration settings
  • License tracking
  • Change management

Cons

  • No mobile deployments

What Customers Are Saying

A few clients have mentioned how the software aids in managing new processes, with one writing, “The software is easy to use and is modular, which means that you can build your Service Management processes, as and when you require them, especially when you are building new ways of working into your business.” Another satisfied user states, “TopDesk is actively developing its product which is awesome! It is a good ticket system that gets the job done. I have had very little down time.”

Summary

  • Starting Price
    • Quote based pricing
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Support: 24/7 (live rep), phone during business hours, online
  • System integrations
Vivantio
Vivantio ITSM
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Support: Business hours, online
  • License management
Vivantio’s ITSM software allows you to empower your clients through the creation of specific user portals. You can customize fields and forms to capture the correct information about a request. Once the data is stored, it automatically forwards to the right team for resolution.

The task management module doesn’t merely cater to your business. You can assign projects and steps to external parties, specifically where massive construction plans are underway. The SLA system grants you the ability to define your milestones so you can achieve your goals.

Features include:

  • Service request records
  • Task management
  • SLAs
  • Configuration management
  • Portal creation
  • Charts and analytics
While Vivantio sets a starting price for its monthly subscription, it specifies that the rate is flexible and tailored to your business. You can download Mac and Windows programs, or there are online options such as cloud, web, and SaaS.

Pros & Cons

Any authorized member of your business can access the system through a self-service portal. Manage your risks and conflicts with the incident tracking module, or change any configuration settings to improve your processes. However, you won’t find any live or after-hours support available.

Pros

  • Self-service portal
  • Incident management
  • Configuration management

Cons

  • No live support

What Customers Are Saying

Several companies enjoy using this ITSM software, with one stating, “Self contained tool with build in reports and logs, reliable for the most part. Very intuitive for the amateur user, forgiving when errors occur.” There’s one reviewer who noticed a specific aspect about using the system, writing, “The main layout is entirely ITIL based, split into Service Requests, Incidents, Problems etc meaning if you do not follow this framework then it may not be the best tool for you.”

Summary

Vivantio
Vivantio ITSM
  • Starting Price
    • starts around $48/user/month
    • Pricing model is flexible, unique to the buyer and based on volume.
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Mac, Windows, web-based, cloud, SaaS
  • Support: Business hours, online
  • License management
Solarwinds
Web Help Desk
  • Deployment: Windows, web-based, cloud, SaaS
  • Support: 24/7 (live rep), phone during business hours, online
  • Self-service portal
Solarwinds presents multiple products under one umbrella. Some of the names include Network, Systems, and Database Management. Look a little deeper and you’ll find it has eight ITSM software packages, one of which is the Web Help Desk.

Its primary focus is the ticket managing system, making it easier to track requests and provide efficient services. The interface holds all your projects in one place, giving your entire team access to assigned permissions. You can also add annotations or change the priorities.

Features include:

  • Ticket automation
  • Knowledge base
  • IT asset tracking
  • Task simplification
  • SLAs
Web Help Desk offers two plan types with different ranges, depending on how many technicians will need to access it. You can choose to pay a monthly subscription or a one-time rate.

Pros & Cons

The one element that Web Help Desk is missing that other providers in our list have is configuration management. You’ll have access to several reporting tools for valuable data, and you can track any system changes in your network. Another benefit is that it integrates with numerous other business apps.

Pros

  • Reporting tools
  • Change tracking
  • System integrations

Cons

  • No configuration management

What Customers Are Saying

When indicating which feature has the greatest benefit, a user writes, “I liked an ability to have multiple locations, with each location having multiple points of contacts.” One reviewer takes a different perspective, stating, “We host ours in AWS and it has performed admirably. Customer service has always been easy to get a hold of and will work with you until a solution is discovered.”

Summary

Solarwinds
Web Help Desk
  • Starting Price
    • starts at $355 for yearly subscription (or $735 for perpetual license) per technician
    • *volume discounts available
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    No
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Windows, web-based, cloud, SaaS
  • Support: 24/7 (live rep), phone during business hours, online
  • Self-service portal
Zendesk
Zendesk Review
  • Deployment: Web-based, cloud, SaaS
  • Support: 24/7 (live rep), phone during business hours, online
  • Advanced reports
While Zendesk has solutions for sales and marketplaces, the one you’re looking for is Zendesk for Support. It focuses on all the essentials so you can provide your clients with maximum experience. It’s also flexible, granting you the power to make alterations to suit your business delivery model.

There are three primary benefits of the system. The conversation module makes reporting issues convenient for your customers. Centralized, automated tasks enhance the productivity of your agents. Finally, the out-of-the-box system, with no coding required, makes it more agile for your business.

Features include:

  • Conversation management
  • Ticket system
  • Live chats
  • Voice integration
  • Social channels

You’ll need to choose your team carefully, as Zendesk charges a monthly fee per agent. The more tools you want to use, the higher the rates. There’s also an option for requesting a quote for your business.

Pros & Cons

Zendesk will drown you with all the benefits it brings to the table. At the top of the list is the self-service portal, which gives your agents control of various system parts. They can manage the licenses, and there are incident reports to work through to minimize risks and mechanical failures. Unfortunately, there’s no deployment on mobile devices.

Pros

  • License management
  • Self-service portal
  • Incident reports

Cons

  • No mobile deployment

What Customers Are Saying

Most users find the ITSM software easy to use, with one writing, “I can manage my tickets with ease using Zendesk. It provides me with the perfect user interface to easily navigate between all my tickets and incidents.” One reviewer was fond of the integrations, stating, “It also integrates very well with Slack and Salesforce so users can submit tickets and we can track results in Salesforce.”

Summary

Zendesk
Zendesk Review
  • Starting Price
    • Essential: $5/agent/month
    • Team: $19/agent/month
    • Professional: from $49/agent/month
    • Enterprise: $99/agent/month
    • Elite: $199/agent/month
  • Change Management
    Yes
  • Incident Management
    Yes
  • Configuration Management
    Yes
  • Integrations
    Yes
  • Reporting
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Support: 24/7 (live rep), phone during business hours, online
  • Advanced reports

How We Chose the Best ITSM Software

IT Service Management (ITSM) refers to the management and support of the entire IT life cycle. There are usually several processes involved with IT systems, requiring extensive attention to detail, as one issue can derail the workflow.  ITSM doesn’t deliver necessary IT support, as is often believed, but caters to businesses that require a holistic approach to their technological needs. Plenty of products are available on the market, which can be daunting to work through whether you’re a small or large business. Therefore, we took the time to evaluate some of the best ITSM software available for 2021. Here are the top features we assessed.

ITSM Features

Most ITSM platforms have specific tools and functions to streamline tasks and responses, enabling improved software process management. It’s sure to uphold service management principles throughout your company. When it comes to achieving business goals, you can adjust how the software operates to meet those objectives. Here’s what you should look for in the best ITSM Software:
  • Change management
  • Client portals
  • License management
  • Configurations
  • Incident and crisis management

Integrations

We generally recommend the best ITSM software that provides integration with business management apps and other innovative tools. The integrations need to enhance the IT workflow instead of hindering it or causing unnecessary technical team tasks. Here are some integration features to look for when evaluating any ITSM platform:
  • B2B applications
  • Data and office documents
  • Tracking
  • CRM
  • Change requests
  • Communications

Reports

Measuring performance for benchmarking and continuous improvement is vital to any company’s success rate, specifically in massive industries like property and facilities management. Government entities have a legal requirement to report on specific IT aspects, which is why this element is so significant. You may also find it linked to an organization’s key performance indicators (KPIs) when it has an internal IT department. Some of the chief reporting tools you may find include:
  • Incidents
  • Return on investment (ROI)
  • Average response and resolution rate
  • Root cause analysis
  • Asset dashboards
  • Duplications or conflicts

What Is ITSM Software?

The term IT service management describes the life cycle of all processes in technological industries. IT teams have procedures for every task and client request, and it can become challenging to manage them all without any mishaps. The system can be as simple as handling a small query for a new network point or as complex as making changes to an organization’s intranet platform.

Providers have different approaches when it comes to the best ITSM software practices. First, the system is designed and built, processes are created around it, and the team is then informed how to operate it. A more efficient method reverses this flow, starting with the team discussing how best the software should work and ending with the development based on brainstorming sessions.

It creates value in the team, and it also reduces mistakes and costs of training at a later stage. You’ll have subject matter experts who can teach others in-house. Your business may even be at the forefront of innovation in your industry.

Therefore, you must procure ITSM software that you can customize to your requirements and processes, not the other way around.

Benefits of ITSM Software

If you’re wondering why you should incorporate an ITSM system in your company, here are a few benefits:

  • Increased productivity and efficiency: With roles and responsibilities defined, it’s easier for team members to focus on their objectives and complete tasks quicker. The automated functions will flow to the correct users, ensuring work is processed on time.
  • Improved IT compliance: Most ITSM software lets you set rules for complying with specific regulations. It’s particularly significant when it comes to life-endangering situations, such as massive power plants or server rooms that require constant air conditioning to prevent overheating.
  • Improved understanding of services: If every employee in an organization understands how to use the ITSM software, there’s less chance for human error. It also aids in measuring performance and enhancing service delivery.
  • Alignment to business goals: Benchmarking and best practices are essential for continuous improvement. IT solutions can help measure specific criteria for you to analyze before starting the next financial quarter.
  • Reduced incident impact: It’s challenging to prepare for every possible incident that may occur. The proper systems not only assist you in gauging what went wrong but can also help you plan preventive measures to avoid repeat scenarios.

Must-Have Features of ITSM Software

If you’re going to hunt for the best ITSM software, you’ll need to know which features to look for before choosing one. Here’s our list of the top tools:

  • Change management: The last issue you’ll want to see in your ITSM software platform is unauthorized changes to the system. The system should allow you to set permissions and monitor any alterations made.
  • Configuration control: It doesn’t help to have an extensive IT network with numerous automated tasks if you’re unable to change any of the settings. You’ll want to configure it to meet specific KPIs and minimize risks in the workplace.
  • License management: Your company may require hundreds of licenses for different software for all your employees. Not only do you need to track them but the system should notify you when they’re about to expire.
  • Self-service portal: It’s easier for seniors and staff who manage separate software sections to access them through a portal via a password. A more significant benefit is if your clients or tenants have their individual online areas to request services.
  • Incident reporting: You can’t monitor and respond to incidents if you don’t receive notifications and alerts on time. It’s also essential for your risk management plans.

The Cost of ITSM Software

The best ITSM software can be expensive if you don’t perform adequate research and compare price plans. In most situations, you’ll need to ask providers for quotes. The main reason is that they need to analyze your business needs and tailor it to your processes for the most extensive benefits.

Where prices are listed, they’re based on how many technicians or agents will use the platform and how many features you want to install. We’ve seen costs range between $5 and $360 per user monthly. If you’re looking for a one-time perpetual rate, you could pay anywhere between $580 and $700.

Of course, you’ll want to test the systems out before you purchase any plans. With many of the providers we’ve reviewed, both free trials and demos were available. Just remember that the actual final product you end up paying for will function differently once it’s completely installed in your company.