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GitLab logo
4.6
(1K)

Complete DevOps lifecycle management

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GitLab is an integrated, open source DevOps lifecycle management platform for software development teams to plan, code, test, deploy & monitor product changes

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SysAid logo
4.5
(440)

The most advanced AI-powered ITSM platform in the market

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SysAid is the most advanced AI-Powered IT Service Management platform in the market. By placing AI front and center in the organization's service delivery, SysAid guarantees enhanced employee satisfaction and a significantly reduced MTTR, all while boosting both productivity and efficiency.

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Freshservice logo
4.5
(571)

A complete IT service management (ITSM) tool for business

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Freshservice offers complete ITSM workflow automation with best-in-class ticketing, powerful CMDB, Service Catlog, KnowledgeBase & more for your Service Desk.

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HaloITSM logo
4.7
(35)

ITSM solution for managing incidents & assets

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HaloITSM is an IT service management solution that helps businesses streamline the entire incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.

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JIRA Service Management logo
4.5
(660)

The only ITSM solution built on the Jira platform

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Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

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Atera logo
4.6
(345)

Ultimate All-In-One RMM Tool Suite for MSPs & IT Departments

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Atera is the ultimate all-in-one remote monitoring tool suite for IT Departments. Includes everything you need and nothing you don't: Full RMM, Help Desk and Ticketing, Remote Access & So Much More. Monitor unlimited devices for a fixed monthly cost. Try Atera for free today.

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BOSSDesk logo
4.6
(110)

BOSSDesk a FrontRunner in Help Desk Software

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BOSSDesk provides a fully integrated Help Desk Software and IT Asset Management solution for both cloud and on-premise. It has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support.

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ConnectWise PSA logo
4.1
(240)

A PSA Tool Designed To Run Your As-a-Service Business

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ConnectWise Manage automation gives you the power to implement processes that help make sure your team is working as efficiently as possible.

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TOPdesk logo
4.4
(87)

The service management platform that makes service happen

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TOPdesk is a service management platform for busy IT service teams that want to get things done. Packed with features and templates for processes like Incident Management, Asset Management and Change Management, TOPdesk is ready to use and quick to personalize. Our in-house people are here to help.

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N-central logo
3.9
(46)

On-premise and hosted RMM software for MSPs

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N-able N-central® is an endpoint detection and response software designed to help managed service providers (MSPs) prevent, detect, respond to, and recover from threats.

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Zendesk Suite logo
4.4
(3.8K)

Service-first CRM company that builds support & sales tools

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Zendesk is the leading cloud based ITSM solution built with the CMDB concept at its core. Seamlessly combine critical assets such as information systems, on-premise information, self-service, and workflows in a single interface.

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NinjaOne logo
4.8
(206)

The Easiest-to-Use Unified IT Operations Solution

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NinjaOne is the leading unified IT management platform, providing a seamless, single-pane solution to manage endpoints and support end-users. Ninja features includes remote endpoint monitoring and management, patch management, ITAM, backup, documentation, service desk, and more all in one.

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Vision Helpdesk logo
4.7
(34)

Help Desk, Live Chat Software, and ITSM / ITIL Service Desk

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PINKVerify Certified ITIL / ITSM Compliant - Service Desk Software, Incident, Asset, Problem, Change, Release, Contract, Vendor, Service Catalog & more

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VIZOR IT Asset Management logo
4.0
(1)

ITIL Certified IT Service and Asset Management Solution

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VIZOR is an ITIL Certified IT Service and Asset Management Solution. Features include automatic ticket assignment, license management, knowledgebase, email integration, SLA support, self-service portal, network discovery, integrations with SCCM and LANSweeper. On-premise or Cloud. Try for Free.

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Issuetrak logo
4.6
(187)

Report. Resolve. Relax. It starts with Issuetrak.

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Tired of software that lets you do just enough to dream of what you could accomplish with more control? Issuetrak lets you manage issue creation, resolution, reporting and more exactly the way you want. Get more for free - our knowledge base, task manager, and many other features come standard!

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InvGate Service Desk logo
4.6
(110)

IT service desk software

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Use InvGate to manage your IT support with ticket management, SLAs, ITIL tools, workflow & approval automation, self-service, gamification, analytics and more.

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Device42 logo
4.9
(60)

Automated IT infrastructure visualization & management tools

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Device42 is an IT infrastructure solution for the management of assets, devices, IP addresses, cabling, inter-dependencies, role-based access, auditing and more

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Alloy Navigator logo
4.6
(60)

Award winning IT Asset Mgmt and Service Mgmt platform

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Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges.

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Canfigure logo
4.7
(21)

Modular ITSM and ITAM solution based on ITIL principles

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Flexible Customer - Product - SLA relationships. Template-based workflow with integrated Change Management.

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Virima logo
4.6
(15)

Intelligent CMDB automation and complete IT asset management

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Virima is a SaaS platform for businesses to manage IT operations and report potential challenges. It provides IT insights for decision-making through automated infrastructure discoveries and service mapping. The platform is designed to help companies simplify IT operations and systems management.

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EZOfficeInventory logo
4.6
(1.4K)

Asset Tracking and Management Software

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Track and manage check-outs, locations and maintenance schedules of your assets with our cloud based asset management software. QR/Barcode & RFID integration.

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Freshdesk logo
4.5
(3.2K)

Online helpdesk system and customer service software

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Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

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Zoho Assist logo
4.7
(947)

Instant Remote Support. Unattended Remote Access.

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IT support can use Zoho Assist to offer remote support to customers by connecting to their computers. Supports ticketing integration, chat, file transfer & more

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ManageEngine Endpoint Central logo
4.5
(772)

Desktop, mobile device & patch management software

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Endpoint Central is integrated desktop & mobile device management software that helps in managing servers, laptops, desktops, mobiles & tablets from a central location

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TeamSupport logo
4.5
(844)

The complete B2B solution for great customer support

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TeamSupport's Support software is specifically designed to provide businesses with the context needed to effectively meet their customers' needs. Through an innately collaborative platform, Support ensures unified customer experiences that are positive and healthy.

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Here's what we'll cover:

Buyers Guide

ITSM Software

For growing businesses in the information technology industry, it can be difficult to properly manage and deliver technological solutions that meet the needs of both internal and external stakeholders. 

Information technology service management (ITSM) tools help IT companies streamline the management and delivery of IT services, ensuring consistent IT service delivery, reducing operational inefficiencies, and ultimately protecting organizational continuity.

In this guide, we'll cover:

What is ITSM software? 

Information technology service management (ITSM) software focuses on the management of internal and external information technology (IT) support. These software applications guide IT companies through the planning, design, development, and delivery of their services. The main focus of ITSM solutions is to help businesses provide quality service to end users that adequately satisfies their technological needs. ITSM solutions are similar to help desk and IT service software solutions.

What are the benefits of ITSM software?

  • Improved customer experience: ITSM solutions help IT companies deliver their services with fewer interruptions and faster response times. Some ITSM solutions allow the integration of self-service portals that streamline the customer inquiry process, allowing customers to search for the technical support they need 24/7. With ITSM software, IT services are continuously monitored to see if an organization is meeting its goals. This constant evaluation of service delivery prioritizes the customer experience, ensuring that IT teams are always meeting customer expectations. 

  • Enhanced visibility: ITSM software allows management teams to track team performance and the progress of active projects. ITSM solutions also offer data insights such as what tasks consume a large amount of resources, what workflows need to be improved, and what tasks and processes can be automated. Enhanced visibility into service delivery processes enables management teams to alter workflows where necessary to make them more efficient, increasing an organizationʻs ability to meet their revenue and customer service goals. 

  • Increased team accountability: To ensure that an organizationʻs resources are used properly, companies must be able to track the delivery of each type of IT service they provide. With ITSM software, IT companies can ensure that each instance of IT service delivery comes with a formally documented process. ITSM software also monitors all activities on a businessʻ network and IT infrastructure to ensure that no breaches of company policies have occured, which helps keep company employees accountable.

  • Improved workflow standardization: ITSM software implements a set of formal rules and processes that IT companies may follow to standardize delivery of their IT services. By standardizing processes and policies across an organization, internal departments can communicate and collaborate more effectively, ultimately increasing team agility and productivity. 

What are some common features of ITSM software?

  • Change management: Track and monitor changes to IT infrastructure, operations, and workflows. 

  • Incident management: Identify and resolve unplanned service failures/disruptions with minimal downtime. 

  • Problem management: Identify and resolve underlying cause of incident(s) and prevent future service outages from occurring.

  • Asset tracking: Monitor and manage the lifecycle and usage of assets such as equipment, tools, software, hardware, etc. from acquisition to retirement.

  • Configuration management: Identify and maintain components such as servers, configuration information, software, etc., and their relationships across all services.

  • Contract/license management: Track, store, and access customer contracts and licenses.

  • Knowledge base management: Create, store, and share information, data, and support articles in a centralized database.

  • Self-service portal: Allow employees to resolve IT service issues or request services without assistance. Some solutions allow users access to an organizationʻs product catalog. 

  • Capacity management: Monitor and analyze service demand and performance to plan adequate resources to meet current/future business requirements.

  • Project management: Plan and coordinate all resources, costs, and time needed to execute assignments.

How do small and midsize businesses use ITSM software? 

Small and midsize businesses (SMBs) often need to cut operating costs wherever possible to ensure their organization maintains a good financial standing as it grows. SMBs in the IT industry that embrace ITSM solutions can use these tools to help optimize their budgets. These solutions allow businesses to identify and eliminate redundancies by removing duplicate or obsolete technology from their infrastructure, reducing the amount of revenue spent on futile IT tools. 

Small and midsize businesses also use ITSM software to maintain control while scaling their services. As businesses grow, their customer support efforts will also often increase. ITSM solutions help businesses standardize their IT department processes, enabling them to proactively look for ways to improve key workflows across various departments. By implementing ITSM tools, SMBs can use this new standardized approach to work on developing new capabilities, such as customer-facing applications like mobile apps and/or customer portals. 

What are some important ITSM software integrations?

Integration with other software allows seamless data transfer between applications across your business. Some ITSM software suites might include add-on integrations that are preconfigured for use with that tool, third-party integrations that require vendor assistance, or an open API that allows users to develop and integrate customized tools.

Some common ITSM integrations to look for while evaluating software include:

  • Customer relationship management (CRM) systems: ITSM tools often offer CRM integration, allowing organizations to seamlessly exchange data between systems and display customer relationship information within ITSM workflows.

  • Messaging platforms: Messaging platforms that many companies already use can integrate with ITSM solutions so employees can continue conversing within a familiar tool without overcomplicating the stakeholder communication process. 

  • Chatbot software: Chatbot software simulates a human conversation through text interactions to help customers solve issues quickly, without having to wait for a human support team member to help them. Integrating ITSM tools with chatbot software helps companies handle internal or external incidents.

  • Lightweight directory access protocol (LDAP):  LDAP is a protocol that determines how your system authenticates and speaks to directories that store information related to users, systems, and applications (e.g., usernames, passwords, etc.). LDAP directory integration can help streamline the ITSM software user login process and automate tasks such as creating user accounts.

It's crucial for IT companies to understand emerging trends in the ITSM space in todayʻs competitive market. Here are a few trends that will impact the future of ITSM and IT operations that you should be aware of: 

  • AI-powered service management: AISM, otherwise known as artificial intelligence in service management, is a new approach to information technology service management that uses  natural language processing (NLP) and machine learning to automate incident responses and optimize business workflows.  

  • Expansion of self-service offerings: ITSM self-service capabilities merge knowledge databases with existing ITSM platforms so that employees or customers can answer common inquiries and create and track support tickets. ITSM self-service portals can also be accessed through channels such as mobile apps, chatbots, and social networks. These self-service portals enable customers to solve simple issues on their own, which allows IT professionals to focus on more complex tickets. 

  • The emergence of ESM from ITSM practices: In the future, enterprise service management (ESM) will be the primary practice businesses use to innovate management of their services, including IT efforts. ESM extends the best principles of service management beyond IT to the entirety of an organization, including internal departments such as human resources, fleet management, etc. By doing so, businesses can better visualize and control all service workflows, increase overall team productivity, and minimize waste. 


Sources

Products evaluated for the pricing calculation were taken from GetApp’s ITSM software Category Leaders report. The pricing ranges exclude freemium versions of the products. The features highlighted were identified based on their relevance and the percentage of products in GetApp’s directory that offer them.


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Note: The applications selected in this article are examples to show a feature in context, and are not intended as endorsements or recommendations, obtained from sources believed to be reliable at the time of publication.