IT Service Management (ITSM) Software

IT Service Management (ITSM) Software Comparison

Use GetApp to find the best IT Service Management (ITSM) software and services for your needs. Our intuitive directory allows you to make an easy online IT Service Management (ITSM) software comparison in just a few minutes by filtering by deployment method (such as Web-based, Cloud Computing or Client-Server), operating system (including Mac, Windows, Linux, iOS, Android) pricing (including Free, Freemium, Subscription), platform (including Google Apps, Salesforce, Intuit, NetSuite, SAP) and supported location.

IT Service Management (ITSM) Category Leaders Q1 2017

GetApp's quarterly ranking showcases the top 25 IT Service Management (ITSM) apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about how we calculate scores.

Reviews
Integrations
Mobile
Media
Security

1. Samanage

IT Service Desk & Asset Management Software
82
18
17
16
14
17

2. Kaseya VSA

IT Systems Management Software
73
8
12
17
16
20

3. SysAid

One Service Desk. All Essentials.
70
11
12
16
16
15

4. Vision Helpdesk

Help Desk, Multi Company Desk and ITIL Service Desk Software
67
8
20
14
16
9

5. ManageEngine ServiceDesk Plus

IT Help Desk software - Cloud and On-Premise
63
10
7
17
16
13

6. ConnectWise

Business management platform for the IT industry
58
12
13
17
16

7. Freshservice ServiceDesk

A complete IT Service Management Tool for your Business
57
13
18
18
8

8. Cherwell Service Management

Customizable IT service management solution
55
13
13
16
13

9. ServiceNow

Enterprise IT Service Cloud Solutions
55
10
13
16
16

10. Vivantio Pro

Flexible, Trusted, Reliable Service Desk Software
38
7
5
4
2
20

11. SupaTools

ITIL Service Management, CMDB, Change & Asset Management
34
9
0
12
2
11

12. Track-It!

Help desk and asset management
33
13
0
0
20

13. NetHelpDesk

ITIL aligned help desk software with built-in CRM
32
8
7
14
3

14. Continuum

IT management platform for managed service providers
31
0
5
19
7

15. Symphony SUMMIT

The Intelligent ITSM Platform for Smart Organizations
27
0
0
13
2
12

16. ServiceNow Express

Cloud-based IT service management software
27
8
3
0
16

17. Bpm'online service desk

Comprehensive Process-driven ITSM Solution
27
0
12
0
15

18. C2 ATOM

Full Service Management Solution
24
4
2
0
5
13

19. InvGate Service Desk

Modern Intuitive IT Service Desk Software
23
8
4
4
7

20. xMatters

Actionable IT alerting platform for enterprises
22
10
7
0
5

21. HelpMaster

Helpdesk, service desk and customer support software
21
6
2
0
2
11

22. Agiloft

Improve efficiency with a helpdesk that works the way you do
21
8
7
4
2

23. ITRP

Service management in the cloud.
17
7
8
0
2

24. ServiceWise

Web based help desk management software
13
6
0
5
2

25. IncidentMonitor

Service desk software with self-service web portal support
10
8
0
0
2
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews*

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms*

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.