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 Q4 2016

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
85
20
20
17
11
17

2. Kaseya VSA

IT Systems Management Software
75
7
15
18
15
20

3. SysAid

One Service Desk. All Essentials.
72
11
10
18
18
15

4. ServiceNow

Enterprise IT Service Cloud Solutions
62
10
20
14
18

5. Freshservice ServiceDesk

A complete IT Service Management Tool for your Business
57
13
20
19
5

6. JIRA Service Desk

A beautifully simple service desk built on JIRA
51
12
19
0
20

7. ManageEngine ServiceDesk Plus

Help Desk software and Asset Management Tool
44
13
9
18
4

8. SupaTools

ITIL Service Management, CMDB, Change & Asset Management
40
15
0
12
2
11

9. Symphony SUMMIT

The Intelligent ITSM Platform for Smart Organizations
28
0
0
14
2
12

10. NetHelpDesk

ITIL aligned help desk software with built-in CRM
26
0
10
14
2

11. HelpMaster

Helpdesk, service desk and customer support software
25
9
3
0
2
11

12. InvGate Service Desk

Modern Intuitive IT Service Desk Software
25
15
5
0
5

13. Cherwell Service Management

Customizable IT service management solution
25
0
0
17
8

14. Enterprise Service Desk

ITIL-based incident, service and change management solution
22
0
5
0
17

15. ServiceNow Express

Cloud-based IT service management software
22
0
4
0
18

16. Bpm'online service desk

Comprehensive Process-driven ITSM Solution
19
0
19
0
0

17. C2 ATOM

Full Service Management Solution
17
0
0
0
4
13

18. Vivantio Pro

Flexible, Trusted, Reliable Service Desk Software
16
14
0
0
2

19. ITRP

Service management in the cloud.
14
0
12
0
2

20. Agiloft

Improve efficiency with a helpdesk that works the way you do
11
0
9
0
2

21. Track-It!

Help desk and asset management
7
7
0
0
0

22. ControlNow

Manage, monitor & secure your business from one web console.
5
0
3
0
2

23. IncidentMonitor

Service desk software with self-service web portal support
2
0
0
0
2

24. ITSM 365

100% customizable Service Desk for any business small or large
2
0
0
0
2

25. ServiceWise

Web based help desk management software
2
0
0
0
2
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

This ranking is for business owners and decision makers looking for a first glance at the leading cloud-based IT Service Management (ITSM) software in the industry. The data serves as a point of reference highlighting the key factors that small businesses should look at when first analyzing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile app availability), market presence (media presence), and security features (security).

For more details on why we chose these data points, take a look at our industry research reports, which provide in-depth explanations of each data point, as well as trends in the industry.

How are the scores calculated?

An app’s score is calculated based on five unique data points and is completely independent of any relationships that GetApp has with app vendors. The data points are calculated as outlined below:

User Reviews

The score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between one and 20.

Integrations

Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final five points are awarded for the total number of integrations scaled against the leader in the category.

Mobile Platforms

Mobile platform scores are calculated using data from Google Play and the Apple App Store. Five points are awarded for having an Android App, and another five for an iOS app. The additional 10 points are calculated based on the user ratings of the app in each store, rated out of five, for a total of 20 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans a vendor has. Each social network contributes a maximum of 10 points to the total score. The first five points are awarded for total number of followers scaled against the average number of followers that each vendor in the category has, while the remaining five points are awarded based on the total number of followers, this time scaled against the category leaders. The scores for Facebook and Twitter are added together for a total score out of 20.

Security

Security 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.