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Best IT Service Management Tools Software

IT service management tools provide organizations with the ability to organize and manage the support and deployment of IT services.

To qualify for inclusion in the IT Service Management Tools category, a product must:

  • Provide a service desk for users to submit tickets
  • Organize and manage IT assets
  • Allow users to respond to and fix incidents
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IT Service Management Tools reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

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Results: 42
    G2 Crowd takes pride in showing unbiased ratings on user satisfaction. G2 Crowd does not allow for paid placement in any of our ratings.
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    Zendesk brings businesses and customers closer together. Zendesk is a customer service platform. It's designed for companies that want to create customer relationships that are more meaningful, personal, and productive. Zendesk helps companies provide great support and then mature with self-service and proactive engagement. Zendesk is the leading cloud-based customer service software solution trusted by more than 64,000 customers in 150 countries worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media. Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day. Zendesk is the proven cloud-based customer service software solution that is the fastest way to enable great customer service in companies of all sizes and industries. Zendesk is so easy to use, it is loved by support teams and their customers worldwide. You can access Zendesk anywhere, from any device


    Microsoft System Center helps customers realize the benefits of the Microsoft Cloud Platform by delivering unified management. Experience fast time-to-value with out-of-the-box monitoring, provisioning, configuration, automation, protection and self-service.


    Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service, and affordability. Freshservice has an intuitive UI, is effortlessly configurable and customisable to meet customers’ exact requirements, and is easily integrated with other business and IT systems. Native integrations with a number of popular cloud services such as Google Apps, Dropbox, AWS, and Bomgar also speed up deployment and reach. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software etc. – with more than 150000 businesses worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.


    Remedy 9 is a powerful service management platform built natively for mobile with an intuitive, beautiful, people-centric user experience that makes everybody more productive.


    Cherwell Service Management™ is a powerful and flexible IT service management (ITSM) solution that provides IT organizations the flexibility required for rapid configuration, minimal maintenance and limited administration–at a fraction of the cost and complexity associated with traditional legacy ITSM solutions. Developed using a metadata-driven application design, Cherwell Service Management can be configured without writing or touching a single line of code, integrates easily with third party applications and won’t break when it’s time to upgrade.


    EasyVista simplifies IT Service Management by making it easy to use and easy to deliver for today’s enterprise. EasyVista’s service management platform was created to help companies automate and personalize service delivery to improve IT efficiency and increase staff productivity. Today, EasyVista helps 1,000+ enterprises around the world radically improve service user experience, dramatically simplify and accelerate service creation, and reduce the total cost of IT service delivery. EasyVista serves companies across a variety of industries, including financial services, healthcare, higher education, technology, public sector, retail, manufacturing and more. Headquartered in New York and Paris, EasyVista is a rapidly growing global company backed by leading venture capitalists.

    EasyVista Reviews

    BMC FootPrints Service Core combines your service desk and desktop management functions into a single, unified console.


    Delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. CA Service Management delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count. And for decision makers, business value reporting and transparency into service consumption and cost provide effective management insights. CA Service Management is designed for humans and built for service, so you can provide incredible service.


    JIRA Service Desk is new service management software that IT and service teams actually like to use. Built on Atlassian’s JIRA, the market leader in helping teams get work done, JIRA Service Desk delivers an effortless service experience, adapts to your needs, with set up time and pricing at a fraction of competitors. Reshape what IT means to your business at www.atlassian.com/servicedesk.


    Samanage is the most reviewed and highest rated IT service management solution in the industry, serving thousands of customers around the globe from SMB to enterprise. Our service desk simplifies complex tasks and automates basic ones, while providing loads of metrics, reports, and configurations, without being overwhelming. Samanage lets you easily follow the ITIL framework, predicting time to resolution so you avoid missing your SLAs, automating repetitive tasks through the service catalog, and giving your users the information they need through an intuitive knowledge base and service portal. Deliver faster and smarter services across your organization with Samanage, and get work done in intelligent and productive ways.

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    Symphony SUMMIT is an enterprise class IT Operations Management platform which provides integrated, intelligent and innovative solutions across Service, Asset, Availability and Project Management. The ITIL 2011 certified solution, also featured by Gartner as a 'Cool Vendor' helps CIOs and service providers manage the cost and complexity of their IT Operations and increase competitive edge. Leveraging latest technology trends like Operational Intelligence, Analytics and Automation to deliver best-in-class solutions to global customers under a single platform, SUMMIT is an easy-to-use & deploy solution and is delivered as SaaS over Cloud or SaaS On-premises. The solution also provides tight integration across IT Operation functions delivering better efficiencies and higher ROI to CIO organizations. The SUMMIT Platform offers key differentiators to IT Operations Management including Operational Intelligence, Gamification, Runbook Automation, Application Control, Mobility Integration and Endpoint compliance monitoring and enforcement.


    Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

    SysAid Reviews

    The TDX Platform delivers integrated, cloud-based work management that brings Service Management and Project Portfolio Management together for improved efficiency and effectiveness. Serving stakeholders throughout the organization is easier than ever with a comprehensive service portal that includes a customizable service catalog & knowledge base.


    All the service desk software your business needs Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It’s a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don’t need all the disciplines immediately, just switch them off until you’re ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support. www.support-works.com


    Ivanti Service Manager helps enterprises meet today’s regulatory and technology demands for automated workflows for service delivery, engaging stakeholders inside and outside of IT. The solution, with drag and drop workflow automation and Cloud-based or on premise deployment, enables IT organizations to quickly deploy and configure effective, world-class service delivery, and increase customer satisfaction. Ivanti Cloud Service Manager fully supports Incident, Problem, Change and Release Management, Self-Service, 3rd party integration and more within the ITIL framework, and is Pink Verified on 13 ITIL processes to improve IT support performance and efficiency.


    ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!


    ServiceNow Express is a ITSM solution for small and mid-market businesses.



    Ready to ditch the sticky notes and hop into your first help desk? Current solution just not cutting it? Spiceworks Help Desk is here! Purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it’s more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Whether you’ve got a crack team of techs or you’re the proverbial team of one, we’ll help you get a handle on things. Get it for free today!


    A fully integrated IT Help Desk and Asset Management solution for small to mid-sized organizations.


    vFire is an enterprise level IT service management software tool.


    4me is the first enterprise service management application specifically built to support the Service Integration and Management (SIAM) approach. It allows the internal and external service providers of an enterprise to collaborate while 4me keeps track of the service levels. 4me also offers, by far, the fastest global response times and the most user-friendly interface. 4me supports the full range of IT and Enterprise Service Management capabilities alongside strong Project and Portfolio Management At 4me, we believe in a simple pay per user model without additional modules and other hidden costs. A model that scales up but also scales down with your organization to make sure you pay for what you actually use.


    Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your toughest IT challenges. At its core, Navigator comes with a powerful workflow process automation engine fortified by an intelligent interface that automatically creates meaningful relationships between the data that matters. Covering several IT disciplines ranging from Help Desk, Inventory & Knowledge Base Management to ITIL-driven standards such as Change & Configuration Management, Alloy Navigator is the perfect solution for small, medium and enterprise businesses who strive to achieve the highest levels of productivity.


    Axios Systems is committed to delivering innovative IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that help customers not only improve their infrastructure operations, but also enhance service delivery across business functions, including HR, Facilities Management and Finance. Axios is recognized as a world leader by leading analysts and their global client base, with a 100% focus on service management technologies. Axios’s enterprise software, assyst, is purpose-built to transform IT departments into profitable business-focused customer service teams. assyst adds tangible value to each client’s organization by building on the ITIL® framework to help solve their business challenges across the organization. assyst is accredited for all 16 PinkVERIFY™ ITIL® processes, and Axios was the first vendor to achieve this within a single solution. Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. For more information about Axios Systems, please visit our website at www.axiossystems.com.


    Remedyforce is an IT service management solution built on the Salesforce.com platform that combines best-practice aligned process automation with a simple, easy-to-use experience for maximum IT productivity and innovation. Remedyforce is designed to remove complexity and help you quickly realize value.


    Hornbill Service Manager is an easy to use, powerful, collaborative Service Desk solution. Collaborative ITSM is a fresh approach, combining innovative collaboration technology, ITSM best practice, and powerful business process automation. Hornbill Service Manager is ideal for service desks that need to get up and running quickly, with intuitive deployment of ITSM best-practice. Collaborative ITSM breaks down silos, enabling teams to deliver better outcomes, by working together on common goals. Our free 30-day trial and switch-on allows you to try the software in your environment, and our product specialists will help to import your data and configure your processes. Eliminate the pain and cost of upgrades with automatic updates, which ensure that the software is always up-to-date and your customizations keep on working. Priced for Life: As part of our commitment to customer loyalty, Hornbill guarantees that the price plan a customer signs up to remains fixed for as long they subscribe to the service. Subscribing customers will never be affected by price increases, and if we reduce subscription costs, customers can simply switch to the lower price plan. https://www.hornbill.com/products/service-management-software/


    IBM Control Desk provides user friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. Reduce help desk calls The Service Catalog and Enterprise App Store allow end users to select available services and deploy approved software to their devices without help from IT staff. Improve first call resolutions IT practitioners benefit from best practice-based process automation capabilities, integrated knowledge and problem management, and visibility into asset, configuration, and change information. Reduce outages Approximately 80% of organizations can lower business risk by using advanced impact analysis and automated change procedures to ensure integrity of existing infrastructure.


    At Issuetrak, we implement all kinds of help desk & support systems for all kinds of industries and departments. We help businesses like yours track tickets, issues, & requests from submission to resolution. Issuetrak gives your team the tools they need to make sure no ticket or issue falls through the cracks. Issuetrak also helps streamline your day-to-day processes and operations with workflow tools that bring visibility and accountability to your team. We specialize in help desk, issue tracking, workflow, customer support, & complaint management. The Features You Need Most Automation, Reporting, Custom Forms, Alerts, Knowledge Base, & More • Automatic assignment, alerts/notifications, escalations • Easy ticket/issue/request submission via email, mobile, web portal, or web form • At-a-glance Dashboard metrics plus detailed, customized reporting • Templates, customizable forms, & user-defined fields • Task management & workflow branching • Even more: Asset Management, Active Directory, Billing, & Surveys

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    iSupport Service Desk helps you to automate incident, problem, change management, reporting, knowledge, asset, end user self help, approval processes, customer surveys and advanced email processing. We leverage your current investments in Microsoft technologies such as Active Directory, SQL, WMI and more. Available for both on premises and hosted.


    Bring agility and control to your IT service operations and deliver exceptional service to customers across the enterprise with Agiloft's Flexible ITIL Service Desk solution.


    Provides an intuitive app store for users and ITIL-certified service processes for IT departments.


    The machine learning based service desk delivered on-premise or cloud. Micro Focus Service Management Automation X (SMAX) is the first software solution for IT and Enterprise Service Management and IT Asset Management built from the ground up to include machine learning and analytics. Out of the box integrations include the market leading UCMDB and Discovery. It can be deployed on premise or in the cloud—or moved from one to the other as business conditions change—with equally flexible licensing options SMAX provides an engaging and innovative user experience for interacting with IT and other service desks via mobile devices, chatbots, smart email, or through an intuitive to use web based self-service portal. The solution is built on top of the ITOM Platform which allows it to run in different environments ranging from bare metal to virtual, and public cloud AWS and Microsoft Azure solutions. Based on container technology, customers can easily move the solution from one environment to another as business conditions change. The ITOM Platform brings a number of shared services into SMAX and other ITOM solutions such as identity management, license and access management, DevOps life-cycle, task automation, Discovery and UCMDB, machine learning and analytics, dashboard functionality and reporting. SMAX combines three key application areas into a single solution: IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). ITSM and ITAM are delivered out-of-the-box in SMAX and can be easily extended in a codeless manner also using SMAX Studio. ESM is based on out-of-the-box content, such as HR workflow management, ideation and proposal management, and portfolio optimization. These can as well be easily extended or complemented with brand new content using SMAX Studio. Key Benefits: ■ Low ticket volumes and faster resolution times ■ Improved end-user autonomy and satisfaction ■ Increased service quality and number of service levels met ■ Low total-cost-of-ownership ■ Quick time to value and continuous deliver


    NetHelpDesk provides ITIL aligned service desk software that can be installed on premise or in the cloud. Through over 20 years of experience, NetHelpDesk has been developed to offer a feature rich application whilst maintaining a simple to use interface. Features include: incident, problem and change management, asset management, service catalogue, telephony integration, best of breed mobile apps.


    OMNITRACKER is an IT service change management software. It helps to make a good communication with users and reduce the operational price.


    OTRS is a customizable support desk that manages workflows and structures communication.


    SAP Solution Manager is a state-of-the-art management platform to derive maximum value from your SAP solution. It is included in your support engagement with SAP.


    ServiceAide is reinventing IT service management with artificial intelligence, machine learning, and virtual agents.


    ServiceNow delivers an IT Service Management experience that is faster, smarter, and more automated than ever.



    SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class software platform, SunView provides cost-effective and efficient solutions that enable more responsive IT for the organization.

    SunView ChangeGear Reviews
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    TOPdesk is an award-winning developer and provider of service management solutions that enable medium, large and multinational organisations to manage their IT, Facilities Management, and HR help desks. TOPdesk seamlessly integrates multiple support processes in a single system facilitating collaboration amongst departments and delivering better customer service with Shared Service Management. Offered on-premises or as SaaS, TOPdesk's ITIL-aligned solution optimises services with a user-friendly application, expert consultants and knowledgeable support team. With over 20 years of experience, 4,500+ customers worldwide and offices in 10 countries, TOPdesk is continually expanding and imparting knowledge and expertise globally, while remaining loyal to its customer focused values.


    The Valuemation Suite not only covers the usual ITSM processes, but also offers advanced modules – e. g. for software license management, IT financial management, infrastructure and business service monitoring, customer relationship management, innovation management, IT analytics, etc.