Best ITSM Tools Shortlist
Below are the tools I've shortlisted as the very best ITSM tools, alongside a brief description of what each one excels at:
- Jira Service Management - Best workflow manager
- SolarWinds Service Desk - Best incident management
- Zendesk Suite - Best for scaling companies
- ServiceNow - Best for companies in the health industry
- Microsoft System Center Service Manager - Best for database management
- Freshdesk - Best omnichannel management features
- GoTo Resolve - Best for remote device access
- BMC Helix ITSM - Best change manager
- SysAid - Best ticket management features
- SolarWinds Web Help Desk - Best for on-premise deployments
- Atera - Best for patch management
- Freshservice - Best for small businesses
Businesses that have customer-facing functions would do well to put some effort into beefing up those parts of the operations for retention. With this in mind, I’ve come up with this list of the best ITSM tools for exactly that, with all the information you need to make a decision.
What Are ITSM Tools?
ITSM tools handle a wide variety of processes related to service delivery for a company’s customers and other stakeholders. ITSM software helps teams organize and manage their IT services, to better support business objectives. They can cover many different activities in a company’s service channels, frequently including incident management, digital portfolio management, and IT configuration and benchmarking. They may also assist in IT strategies for planning, design, and execution.
Overviews of the 12 Best ITSM Tools
To help you more easily find the tool that best fits your needs, I’ve written up my favorite ITSM tools, along with their strengths, unique features, and integrations:
1. Jira Service Management - Best workflow management
Jira Service Management is an ITSM solution from Atlassian, the company behind the popular issue tracking software Jira.
Why I Picked Jira Service Management: Jira Service Management takes a page from Jira’s industry-leading workflow management playbook, so the ticketing functions were familiar and easy to pick up. As someone with full access, I could create, edit, and delete my own workflows, as well as import and export them between other products, so I never had to redo a reusable workflow.
Standout Features and Integrations:
Features that I most appreciated in Jira Service Management included streamlined incident tracking and the ability to automate workflows with out-of-the-box rules that accounted for most common scenarios. It also provided me with contextual information about major changes to my tools, so I was always acting on the most up-to-date information.
Integrations are pre-built for Jenkins, Google Cloud, Salesforce, Slack, AWS, New Relic, and Azure.
Pricing: From $21/agent/month
Trial: Free plan available
Pros
- Strong workflow management features
- Pre-built automated workflows
- Decent project management features
Cons
- Limited reporting customizability
- Relatively steep learning curve
2. SolarWinds Service Desk - Best incident management features
SolarWinds Service Desk is a cloud-based ITSM platform that provides features such as asset management and an employee service portal.
Why I Picked SolarWinds Service Desk: SolarWinds Service Desk adheres strongly to IT Infrastructure Library (ITIL) practices to improve upon its ITSM functions. One area where I noticed this in effect was in incident management, where I could visualize the entire incident cycle, giving me the distinct details I needed to prioritize accordingly.
SolarWinds Service Desk Standout Features and Integrations:
Features I liked while testing SolarWinds Service Desk include the ability to sort tickets by urgency, so I could easily see which issues to escalate and which could wait. It was easy to slot together similar low-level incidents and deploy a targeted change that would batch-resolve them. I also liked being able to map out my infrastructure to see relationships and dependencies.
Integrations are pre-built for Dropbox, Slack, Jira, Google Apps, TeamViewer, VMware vCenter, Microsoft Teams, Google Analytics, Azure, and Zendesk.
Pricing: From $39/month/technician
Trial: 30-day free trial
Pros
- Unified asset management
- ITIL-centric
- Robust incident management functions
Cons
- Limited reporting customization
- Search function needs polishing
3. Zendesk Suite - Best for scaling companies
Zendesk Suite is a collection of tools for sales and customer service, including an ITSM and Customer relationship management (CRM) platform.
Why I Picked Zendesk Suite: I’ve tested Zendesk over the years on teams of different sizes and can say that it scales very well. One thing that makes it good for large and growing companies is the library of more than 1,200 apps and integrations that you can use to bring along any other tools you use in your business and streamline service delivery.
Zendesk Suite Standout Features and Integrations:
Features that make Zendesk ideal for scaling companies include the Sunshine Platform, which allowed me to implement security and compliance features that the system maintained as operations scaled. I also liked the tools it gave me to build self-service experiences like knowledge bases and online community sections, which lets customers handle simple requests on their own, freeing agents for higher-level services.
Integrations are pre-built for Telegram, Hootsuite, Mailchimp, Shopify, Giphy, Trello, Azure DevOps, HubSpot, SurveyMonkey, and PagerDuty.
Pricing: From $59/agent/month
Trial: 14-day free trial
Pros
- Large integration library
- Scalable
- Extensible and developer friendly
Cons
- Largely unresponsive customer service team
- Limited free trial
4. ServiceNow ITSM - Best for companies in the health industry
ServiceNow’s ITSM is one of its service-focused products under IT workflow that also include solutions for portfolio management, security operations, and cloud observability.
Why I Picked ServiceNow ITSM: When I was starting out my research into ServiceNow ITSM, one of the customer stories I read was from a major medical center in Broward County, so I decided I was going to test how well it works for such a niche industry.
One of the first features I found that would be valuable in a healthcare setting was the Vendor Manager Workspace, which brings down the walls between business and clinical staff by allowing them to coordinate and track orders more effectively.
ServiceNow ITSM Standout Features and Integrations:
Features that made me recommend ServiceNow ITSM for companies in healthcare include the robust asset management features that covers assets like communication devices and digital IDs with biometric data, which is valuable for managing access in hospitals.
ServiceNow also makes it easy to comply with HIPAA using built-in tools so you can more effectively manage patients’ confidential medical information at scale.
Integrations are pre-built for monday.com, SAP, Oracle, Microsoft 365, Google Cloud, Okta, DocuSign, Salesforce, Workday, and Jira.
Pricing: Pricing upon request
Trial: Free demo available
Pros
- HIPAA compliance manager
- Rich asset management features
- Connects vendors with business and other staff
Cons
- Slow performance at times
- Limited search customization
5. 4me - Best time tracking features
4me is a service management platform whose solutions cover ITSM, enterprise service management (ESM), and managed service providers (MSPs).
Why I Picked 4me: I found 4me’s ITSM to be a great time tracking tool for anybody in an organization, whether or not they’re directly involved with IT services. I was able to capture other people’s logs by having them use the self-service portal so I could better analyze how much time went into IT service across the organization.
4me Standout Features and Integrations:
Features that made me recommend 4me for time tracking include the ability to add detailed descriptions to time tracked and specify whether or not it was overtime, making project management more efficient. It also allows you to tag time tracked with timestamps and location data so you can get actionable activity insights from distributed or mobile teams.
Integrations are pre-built for Google Analytics, WhatsApp, WeChat, Google Maps, Microsoft Intune, Slack, Jira, Hotjar, Power BI, and Freshdesk.
Pricing: Pricing upon request
Trial: Free demo available
Pros
- Relatively gentle learning curve
- Robust team management and collaborative features
- Easy to set up
Cons
- Opinionated design can be cumbersome
- Could use more integrations
6. Freshdesk - Best omnichannel management features
Freshdesk is a customer service solution from Freshworks that allows you to engage customers directly, create and manage tickets, and automate workflows.
Why I Picked Freshdesk: Freshdesk caught my attention with its wide support for various channels and a large integration library to boot. In addition to interfacing directly via the website, I could also reach customers on chat, phone, email, social media, and WhatsApp.
Freshdesk Standout Features and Integrations:
Features I appreciated while using Freshdesk for omnichannel operations include the agent collision detector, which alerts the team whenever two agents find themselves on the same ticket, which is useful for people that work on different channels. I also liked the team inbox feature, where agents can coordinate operations across tickets. I find this vital for the touch-base sessions necessary with omnichannel networks.
Integrations are pre-built for Shopify, Google Contacts, Dropbox, Google Analytics, Mailchimp, Google Calendar, Microsoft Teams, Office 365, SurveyMonkey, and Slack.
Pricing: From $15/agent/month
Trial: Free plan available
Pros
- Wide selection of channels
- Large plugin library
- Robust collaborative features
Cons
- Complex pricing structure
- Some key features are hidden behind complicated menus
7. GoTo Resolve - Best for remote device access
GoTo Resolve, previously called GoTo Assist, is an ITSM tool whose main selling point is remote access that supports a wide variety of devices.
Why I Picked GoTo Resolve: I really liked the background access feature in Resolve because it allowed me to get into and work on a system as someone else was on it without impacting their experience. In my tests, I was able to do this on Windows, macOS, ChromeOS, as well as iOS and iPadOS.
GoTo Resolve Standout Features and Integrations:
Features that made me recommend Resolve for remote access include the multi-agent function that allows you to bring in other support technicians and work together on the same system if you get really stumped with an issue. Resolve also provides other small but useful features while you’re in a session, including screen recording, access to admin privileges, and simple file transfers.
Integrations are pre-built for Zendesk and Microsoft Teams.
Pricing: From $57/month (billed annually)
Trial: Free plan available
Pros
- Background device access
- Remote multi-agent support
- Admin privileges without needing credentials
Cons
- Limited integrations
- Requires faster internet connections
8. BMC Helix ITSM - Best change manager
BMC Helix ITSM is a reimagining of the manufacturer’s previous ITSM offering called Remedy. It combines the on-premises features of Remedy with the cloud-native features of Helix.
Why I Picked BMC Helix ITSM: The Smart IT feature in Helix ITSM caught my attention because of how easy it made it for me to initiate change requests. There are several templates to choose from, and if you don’t want to use one, there’s also a wizard that lets you tailor the specifics of the request to your requirements.
BMC Helix ITSM Standout Features and Integrations:
Features I liked while testing the change manager in Helix ITSM include the ability to designate roles so that specific people can approve change requests and leave their rationale for approval, a useful feature on large teams. I was also able to schedule change requests in advance so I could account for out-of-office periods and expected outages.
Integrations are pre-built for Jira, Chef, Puppet, Tableau, Power BI, GitLab, PagerDuty, Apptio, Cisco Prime Service Catalog, and IBM Netcool.
Pricing: Pricing upon request
Trial: Free demo available
Pros
- Available as on-premise or cloud-based
- Robust change management features
- Supports CI/CD workflows
Cons
- Slightly dated UI
- Can be difficult to navigate
9. SysAid - Best ticket management features
SysAid is an ITSM provider whose key features include a help desk, service automation, and asset management.
Why I Picked SysAid: The first time I worked with a ticket in SysAid, I took note of the vast number of automation options. I was able to automatically route tickets with predetermined rules that scanned their properties and sent them to the most appropriate agent or team.
SysAid Standout Features and Integrations:
Features that made me recommend SysAid for ticket management include the Priority Matrix, which could determine the urgency of a ticket and automatically prioritize it accordingly. If you're worried about missing tickets because the system handles them for you, SysAid also automatically sets due dates based on the particulars of each service request then sends reminders and notifications to keep you in the loop.
Integrations are pre-built for Jira, Slack, Office 365, Google Apps, Shibboleth, Nagios, OpenAM, Microsoft Teams, SolarWinds, and TeamViewer.
Pricing: Pricing upon request
Trial: 30-day free trial
Pros
- Automated ticket routing
- Priority Matrix determines urgency
- Automatic due dates and reminders
Cons
- Dated UI
- Limited reporting capabilities
10. SolarWinds Web Help Desk - Best for on-premise deployments
SolarWinds Web Help Desk is the self-hosted version of the company's Help Desk ITSM for customers that run on-premise systems.
Why I Picked SolarWinds Web Help Desk: I tested Web Help Desk on a server running Enterprise Linux, and I found it to be a solid solution for anyone with their own deployments. I found the performance of the production deployment to be smooth with SQL, MySQL, and PostgreSQL databases.
SolarWinds Web Help Desk Standout Features and Integrations:
Features that made me recommend Web Help Desk for on-premise deployments include automations for generation, assignment, and escalation, as well as automated inventory management, which I found great for tracking assets in my local network. I was also impressed by the customer support I received for the first year (with the optional perpetual license) which is enough to help you learn the ropes before you continue with the product on your own terms.
Integrations are pre-built for Absolute Manage, Microsoft System Center Configuration Manager, and Jamf Pro.
Pricing: From $246/user/year
Trial: 14-day free trial
Pros
- Available on-premise
- Perpetual license available
- Robust SLA management features
Cons
- Needs in-depth technical knowledge
- Requires extensive configuration
11. Atera - Best for patch management
Atera is a remote monitoring and management (RMM) and professional service automation (PSA) solution for ITSM.
Why I Picked Atera: Atera allowed me to automate patching at scale so I could secure entire departments with little hassle. When I was setting it up, I could determine patching schedules and spread them out for various groups of devices depending on urgency and availability.
Atera Standout Features and Integrations:
Features of Atera’s patch management that caught my attention include the ability to create reusable software bundles that improved efficiency on recurring processes such as on and offboarding.
Atera also provides detail-rich reports on patching processes that let you know how everything went, including areas where you might need to step in and handle something manually, so you always know the overall status of your systems.
Integrations are pre-built for Axcient, Malwarebytes, QuickBooks, Zomentum, AnyDesk, Acronis, Xero, Keeper, Webroot, and Bitdefender.
Pricing: From $119/technician/month
Trial: 30-day free trial
Pros
- Robust patch management features
- Can create reusable software bundles for recurring tasks
- Strong system monitoring features
Cons
- Limited pre-built integrations
- Customer support could be improved
12. Freshservice - Best for small businesses
Freshservice is an ITSM solution from Freshworks with a focus on availability. It also provides strong functions in other areas, such as workflow automation and asset management.
Why I Picked Freshservice: I liked Freshservice’s knowledge management features, which allow you to grow your knowledge base over time. For a small business that’s still figuring things out, this feature is important for standardizing processes and building a dependable self-service system.
Freshservice Standout Features and Integrations:
Features that I believe small business owners will like in Freshdesk include the workload management functions. They tell you your team’s current and future capacity so you can plan more effectively, something useful for small teams that can easily get stretched thin.
The contract management feature is also something a small business could benefit from because it makes it easier to keep track of and enforce agreements with vendors and other stakeholders.
Integrations are pre-built for TeamViewer, Microsoft Teams, Slack, Jira, PagerDuty, Google Calendar, Google Hangouts, Office 365 Calendar, and Google Analytics.
Pricing: From $29/agent/month
Trial: 21-day free trial
Pros
- Large plugin library
- User-friendly interface
- Robust automation features
Cons
- Limited customization for unique workflows
- Complex licensing structure
Other Options
Below are some other good tools that didn’t make the cut for my main list, but still might be the right choice for other use cases.
- Faddom - Best pre-migration task management
- ChangeGear - Best service catalog tools
- Microsoft System Center Service Manager - Best for database management
- SeamlessDesk - Best user interface
- NinjaOne - Best customer support
- IBM ControlDesk - Best monitoring features
- GitLab Service Desk - Best feature request tracking
- Asset Sonar - Best asset management features
- Device42 - Best asset discovery features
Selection Criteria For ITSM Tools
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best ITSM tools for this article:
Core Functionality
For a tool to make the list, I needed it to provide the following functions:
- Automate tasks to cut down on repetitive functions, such as sending reminders.
- Analyze and report statistics from across the platform to help you determine how effective your service systems are.
- Work across multiple channels so you can reach customers and other stakeholders across different platforms.
Key Features
The features that made a tool effective, in my opinion, include:
- Ticketing features so you can track issues from creation to resolution more effectively.
- Contact management, which you can use to centralize information on individuals and make service delivery more effective.
- Self-service portal where customers can resolve common and low-level issues by themselves, keeping overload at a minimum.
Usability
Because ITSM tools are a key component in a successful customer experience strategy, it’s important that they’re easy to use so they don’t get in the way. This mainly involves an interface that’s detail-rich but doesn’t overwhelm the user, so they have everything they need to resolve issues without losing their way.
Integrations
An ITSM makes up one part of the customer service system in a business, so I expected them to integrate with other tools in the category. These include messaging apps like Telegram and WhatsApp, email services like Gmail and Mailchimp, and CRM platforms like Salesforce and HubSpot.
People Also Ask
If you still feel like you need more information before you can choose an ITSM solution, I’ve picked out a few questions you might have and answered them below.
What is the main purpose of ITSM?
What is the difference between CRM and ITSM?
What is the difference between ITSM and ITIL?
Final Thoughts
ITSM tools let you improve service delivery to both internal and external stakeholders by allowing you to keep track of and resolve issues, manage assets, and maintain active channels of communication. Personally, I believe that they make up a key part of any business, and I hope the information I gave you in this article helps you choose the right one for your needs.
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