11 Best ITSM Tools (IT Service Management Software) In 2022

Review and Comparison of the top IT Service Management ITSM Software Tools:

IT Service Management (ITSM) is the process of implementing, managing and providing IT services. It is used to improve customer service according to business goals.

ITSM performed in the best possible ways will benefit the business in several ways.

This article explores the Top ITSM Tools that are being used along with their features and comparison.

ITSM Tools

What is IT Service Management?

IT Services include services like the use of the printer by the entire team, installing apps on your laptop, changing passwords, etc. IT support team not only performs the task of solving day-to-day issues but is also accountable for performing the end-to-end management of these services.

Fact Check: According to the research performed by MarketWatch the market size of ITSM tools is $1810 M for 2019 and it is expected to reach $3600 M by 2024.

Several frameworks are used for ITSM. The most popular one is the ITIL (Information Technology Infrastructure Library). It contains various processes like Incident Management, Request Management, etc. The most commonly used processes include Incident Management, Change Management, Problem Management, and Knowledge Management.

Other ITSM frameworks that businesses can use are eTOM, COBIT, FitSM, ISO/IEC 20000, Six Sigma, etc.

The below image shows the different ITIL processes.

ITSM Process Improvement

[image source]

ITSM tools will benefit your business with improved efficiency, improved effectiveness, increased control, better service, and customer experience. According to a survey performed by the ManageEngine, only 24 % of the businesses believe that their ITSM service is up to date and has kept up with the changes.

The below image shows the data for this research in detail.


[image source]

Pro Tip: While selecting the ITSM tools, you can check for the availability of key attributes like automation, self-service, ease-of-use, configurations required, customization capabilities, and integrations.

IT Service Management Process and ITSM Tools Explained:

Our TOP Picks:
NinjaOne logoSuperOps.aiZendesk_LogoManageEngine
NinjaOneSuperOps.aiZendesk ITSMManageEngine
• Patch Management
• End-point management
• IT Documentation
• Automation
• Service Desk
• Highly affordable
• Super easy to use
• 1,000 app integrations
• Phone integration
• Automated workflows
• Push notifications
Price: Quote based
Trial version: Available
Price: $59 monthly
Trial version: 21 days
Price: $19.00 monthly
Trial version: 14 days
Price: $495.00 annually
Trial version: 30 days
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List of Top ITSM Tools

There are multiple ITSM tools available in the market. Enlisted below are the most popular ITSM ticketing tools.

  1. NinjaOne
  2. Zendesk ITSM
  3. Wrike
  4. SuperOps.ai
  5. ManageEngine
  6. HaloITSM
  7. ServiceNow
  8. Freshservice
  9. HubSpot
  10. SolarWinds Service Desk
  11. SysAid
  12. SolarWinds MSP
  13. Cherwell
  14. InvGate Service Desk
  15. BMC Remedy
  16. Jira

Comparison of the Best IT Service Management Software Tools

ITSMBest ForFeaturesDeploymentFree TrialPrice

NinjaOne Logo
Small to large businesses. RMM, IT asset management, end-point management, patch management, etc. Cloud-basedAvailableQuote-based
Zendesk ITSM

Small to Large Businesses.Ticketing System,
Help Desk Software,
Cloud & On-premisesAvailableStarts at $5 per agent.

Wrike Logo
Small to large-sized businesses.IT service management templates,
Interactive Gantt charts,
Custom workflows, etc.
Cloud-Hosted and Open API.AvailableFree: For 5 users
Professional: $0/user/month
Business: $24.80/user/month
Enterprise: Get a quote.

SuperOps.ai Logo
Small to medium-sized IT teams and consultantsStreamlined invoicing and billing, Service Catalog to inventory, Modern native app for iOS and Android devices.Cloud-hosted21 daysStarts at $59/month/technician.

ServiceDesk Plus
Small to Large BusinessesProblem management, project management, Service catalog, visual workflows, Advanced Analytics.Linux, Mac, Windows, Web-Based, Cloud-Based, SaaS. 30 daysQuote-based

HaloITSM Logo
Small to Large Businesses.Incident Management, Knowledge Base, Self-Service Portal, SLA Management, Problem Management, Change Control.Cloud & on-premises.30 daysStarting from £59/agent/month (3 agents); and £29/agent/month (150+ agents).

Mid-sized to Large Businesses.Intelligent incident routing and prioritization, AI-based resolution recommendations, automated approval of standard IT changes, request management, service level management, mobile features.CloudYesAvailable on demand

Small to Large Businesses.Incident Management,
SLA Management, Knowledge Management, Service Catalog, Self-service portal, Team Huddle, & Automation.
Cloud21 daysBlossom: $19/agent/month Garden: $49/agent/month Estate: $79/agent/month Forest: $99/agent/month

Small to large businessesCRM, Marketing Hub, Sales Hub, & Service Hub.Cloud-basedFree tools availableMarketing Hub: Starts at $40/month, Sales Hub: Starts at $40/month, Service Hub
SolarWinds Service Desk

Small to Large Businesses.Incident Management,
Service Portal, Change Management,
IT Asset Management, Problem Management, Knowledgebase.
Cloud & On-premises30 daysTeam: $19
Business: $39
Professional: $69

Small to Large Businesses.Incident Management, Problem Management, Change Management, Service Level Management, CMDB,
Self-service portal, Knowledge Management.
Cloud & On-premises30 daysGet a quote.

Let’s Explore!!

#1) NinjaOne

Best for small to large businesses.

Pricing: NinjaOne offers a free trial of the platform. It has a pay-per-device pricing model. As per reviews, the price of the platform is $3 per device per month.

NinjaOne Dashboard

NinjaOne offers a remote monitoring and management platform that supports all devices and users. It has functionalities for RMM, endpoint management, patch management, backup, service desk, remote access, etc. It can provide real-time insights into all your IT assets. It will help you with IT documentation and software deployment.


  • NinjaOne offers features for installing, uninstalling, and managing the software individually or at a scale.
  • The platform lets you take control of attended and unattended devices securely.
  • Its backup feature protects critical business data from ransomware attacks.
  • It can automate the patching of any inter-connected endpoints.

Verdict: This RMM tool offers all the tools that would be required. It is created for MSPs across all stages of growth. It enables the central monitoring and management of the IT assets from anywhere.

#2) Zendesk ITSM

Best for small to large businesses.

Pricing: Free trial is available. It has three pricing plans i.e. Support, Suite, and a plan to build your own solution. The price starts at $5 per agent.


Zendesk ITSM is a customer service software and support ticketing system. It has a live chat and messaging. The support plan will help you track, prioritize, and solve customer tickets.


  • It has features for Knowledgebase.
  • It can be used for self-service and internal self-service.
  • It provides virtual customer assistance.
  • Zendesk Suite has features of live chat & messaging, reporting, etc.

Verdict: This cloud-based help desk management solution is a feature-rich solution for building a customer service portal, knowledge base, and online communities.

#3) Wrike

Best for small to large businesses.

Pricing: Wrike offers four pricing plans, Free (for 5 users), Professional ($0 for a limited period), Business ($24.80 per user per month), and Enterprise (Get a quote). A free trial is available.

Wrike Dashboard

Wrike provides the software to manage multiple workstreams. It has the functionalities to constantly follow up with teams and to give you visibility into the work. It is a single powerful platform with all the IT project management tools.


  • Wrike provides IT service management templates for industry-standard workflows.
  • It will allow you to build custom workflows for your unique IT project management needs.
  • It has interactive Gantt chart features that will give you real-time work visibility.

Verdict: Wrike provides a platform that has a variety of views, tasks for IT projects, and status updates. It provides pre-built connectors and native integrations, using which Wrike can be integrated with more than 400 popular tools.

#4) SuperOps.ai

Best for small to medium-sized MSPs, IT teams, and consultants.

Pricing: SuperOps.ai’s pricing is fully transparent and affordable, with a 21-day free trial that lets you explore all the features that the platform has to offer, no strings attached. You can sign up for a free trial or book a demo here.

SuperOps.ai ITSM

SuperOps.ai’s comprehensive ITSM platform is a native combination of modern ticketing and intuitive asset management to provide exceptional IT services to clients.

SuperOps.ai is a one-stop solution for IT, and service teams, to handle ticketing, inventory, invoicing, billing, and asset management on a single pane of glass. It comes with a diverse, constantly growing ecosystem of third-party integrations to help you extend your platform’s capabilities and bring your tech stack closer together.


  • Small and large-scale incident and service management through tickets and projects.
  • Simplified service catalog to inventory and manage all your offerings.
  • Client tickets are connected to the respective assets for better context and issue resolution.
  • Event and time triggers to automate your workflows.
  • Streamlined invoicing and billing.
  • Tightly-knit third-party integrations with tools across bookkeeping, payments, and user lifecycle management, such as QuickBooks, Xero, Stripe, Azure, and more to simplify your everyday workflows.
  • A modern, native mobile app for iOS and Android devices.
  • Granular, visually-driven reporting and analytics.

Verdict: SuperOps.ai is a powerful, yet easy-to-use IT service management platform that is built to help technicians work at their productive best and delight their clients. Try SuperOps.ai out with a 21-day free trial and test out the platform’s functionality with zero restrictions.

=> Sign up for a FREE Trial or Book a DEMO with SuperOps.ai

#5) ManageEngine

Best for Small to Large Businesses.


ManageEngine takes care of all your ITSM-related needs with advanced features. ManageEngine is great when it comes to reducing outages, improving agent productivity, and managing the complete lifecycle of an IT ticket.

The platform also improves your IT help-desk’s productivity by analyzing the root cause of a problem and reducing the chances of repeat incidents.


  • Problem Management
  • Incident Management
  • Service Catalog
  • Visual Workflows
  • Advanced Analytics

Verdict: ManageEngine allows you to make ITSM work with low-code, last-mile customizations. Overall, you get all the essentials you need to make your ITSM feel complete and optimized.

Price: Contact for a quote.

#6) HaloITSM

Best for small to large businesses.

Pricing: HaloITSM offers a 30-day free trial. In terms of pricing plans, there are six categories depending on the number of agents. They are: £59/agent/month (3 agents); £55/agent/month (10 agents); £49/agent/month (25 agents); £44/agent/month (50 agents); £39/agent/month (100 agents), and £29/agent/month (150+ agents).


HaloITSM is a single, all-inclusive ITSM software solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best in service to customers and employees alike.

It won’t just standardize your processes, but it will also deliver valuable analytics, so you can match your IT delivery to the true needs of your business, present, and future.


  • Streamline the entire incident lifecycle, from ticket creation to issue resolution.
  • Update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.
  • Link new incidents with existing requests and share potential solutions with team members or end-users through the knowledge base.
  • Managers can specify default values such as categories, priority, service-level agreements, or mailboxes before creating requests.
  • Customer service agents can view upcoming tasks on a calendar and streamline approval processes by requesting validation on ticket creation or modifications.
  • Many sought-after integrations at your disposal including Office 365, Azure DevOps, Microsoft Teams, and much more.

Verdict: HaloITSM is an all-inclusive IT service management solution that offers a modern and intuitive experience. It enables businesses to streamline the entire incident lifecycle, from ticket creation to issue resolution, and empower their IT teams to deliver rapid, efficient ITIL-aligned service.

#7) ServiceNow

Best for mid-sized and large organizations.

Pricing: ServiceNow offers three packages (ITSM, ITSM Professional, and ITSM Enterprise) with prices available upon request.


The leader of Gartner’s Magic Quadrant for ITSM Tools for 8 consecutive years, ServiceNow ITSM is used for the centralized management of IT processes.

The tool provides a holistic view of IT services performance and streamlines IT staff management. ServiceNow ITSM offers extensive AI and ML capabilities that power categorizing, routing, and prioritizing issues, reporting, analytics, and more.


  • AI- and ML-powered features for root cause analysis of IT process bottlenecks, process optimization suggestions, automated data classification, and more.
  • Incident Management: AI-based resolution recommendations.
  • Problem Management: Analysis of IT service performance and configurations, identification, mitigation, and proactive prevention of IT-related problems.
  • Change Management: Automated approval of standard and low-risk IT changes, visualization of the potential impact of a proposed change on IT, and more.
  • Request Management: Enabling employees and customers to request services from the IT department and automate request-related workflows.
  • Automation features for asset and cost management, service level management, DevOps tasks, employee onboarding, and other employee lifecycle events.
  • Mobile features to enable service and support agents to work on the go, as well as help employees, find answers, make requests across departments, complete onboarding tasks, etc.

Verdict: ServiceNow brings visibility into IT processes and infrastructure, helps timely react to incidents, enhances the productivity of IT service agents, minimizes infrastructure change risks, and helps optimize IT service delivery.

To take advantage of ServiceNow ITSM, you need to tailor it to your specific business needs. ScienceSoft, a ServiceNow Partner, has a proprietary 4-level ServiceNow implementation model and offers consulting, configuration, and customization of the ServiceNow platform, as well as its integration with other systems.

#8) Freshservice

Best for small to large businesses.

Pricing: Freshservice offers a free trial for 21 days. There are four pricing plans to choose from i.e. Blossom ($19 per agent per month), Garden ($49 per agent per month), Estate ($79 per agent per month), and Forest ($99 per agent per month). These prices are for annual billing and Monthly billing plans are also available.


Freshservice provides an IT service desk solution that is easy to set up and use. It provides multi-channel support for automating the tasks and providing support to the issues raised via email, chat, phone, etc. The mobile app is available for iOS and Android devices.


  • It has incident management features: Supporting multiple ways to raise tickets.
  • It has features for Knowledge management: Automatic creation of knowledge base article from the solution created for incidents.
  • It provides a self-service portal.
  • Team Huddle: Employees will be able to communicate with their teammates from within a ticket.
  • Service Catalog: A user-friendly way to offer various services to multiple departments.
  • SLA Management by setting multiple SLA policies.

Verdict: Freshservice is a feature-rich platform that will help you in managing incidents, assets, etc. It has features for small as well as large teams and enterprises as well. For Enterprises, it provides the features of IP Whitelisting and Audit Logs.

#9) HubSpot

Best for small to large businesses.

Pricing: HubSpot offers CRM for free forever. Its Service Hub, Marketing Hub, and Sales Hub price starts at $40 per month. For all these plans, there are three editions, Starter, Professional, and Enterprise. CMS Hub price starts at $240 per month. CMS Hub can be tried for 14 days.

HubSpot Dashboard

HubSpot is a platform for Inbound Marketing, Sales, and Service Software. Its customer service software will help you to provide extraordinary and efficient services to your customers. It has all the tools that will be required to delight customers, Tickets, Knowledgebase, Feedback, live chat, team email, etc.


  • Service Hub contains the features of Help Desk, Shared Inbox, and CRM.
  • Sales Hub has tools to give you deeper insights into your prospects and automate tasks.
  • Marketing Hub will help you to grow traffic with tools like landing pages, automation, analytics, etc.

Verdict: HubSpot is an all-in-one solution that contains a full stack of software for marketing, sales, and customer service.

#10) SolarWinds Service Desk

Best for small to large businesses.

Price: SolarWinds Service Desk has three pricing plans i.e. Team ($19), Business ($39) and Professional ($69). A free trial is available for 30 days for all three plans.


SolarWinds Service Desk was previously the Samanage service platform. With SolarWinds service desk, you will be able to automate service management throughout your organization in 150 ways.


  • It provides the features of ticketing, a self-service portal, and CMDB.
  • It has features for change management, Service Level Management, IT asset management, and Knowledgebase.
  • Benchmarking features will help you to improve performance.
  • Risk Detection feature will alert you through notification for the potential risks.

Verdict: SolarWinds Service Desk is the solution for IT as well as other departments. It provides solutions for ITSM, ITIL, IT Service Desk, IT Audit, etc.

#11) SysAid

Best for small to large businesses.
Price: SysAid offers three pricing plans i.e. A-La-Carte, Full, and Basic.


SysAid provides the solution for ITSM and service desk. This one product has integrated the capabilities of ITSM, service desk, and Help desk. It has the features of Incident Management, Problem Management, Self-Service Portal, CMDB, Change Management, Chat, Knowledge Management, etc.

It offers IT Asset Management Solution for your hardware, software, and mobile assets.


  • Incident Management features will help you to automate the service desk processes.
  • Problem management features will help you to deal with simple as well as complex problems.
  • It provides features for managing SLAs.
  • The software will allow employees to reset the password for their domains.

Verdict: This solution will automate the complete incident management from logging incidents to resolution. Through the routing rules, and dynamic forums, SysAid will help you to automate the service desk.

Website: SysAid

#12) SolarWinds MSP

Best for small to large businesses.
Price: SolarWinds MSP provides a free trial for 30 days. You can get a quote for their pricing details.


SolarWinds MSP is the IT Service Management Platform. It is a cloud-based solution. SolarWinds MSP will secure your IT department and will increase efficiency. This solution will also help in maximizing the Uptime.


  • Advanced automation features will help you to monitor & manage devices and quickly resolve issues.
  • A resource-efficient backup will help you to avoid data loss in case of an emergency.
  • It has features for Help desk software.
  • It supports Windows, Mac, and Linux platforms.

Verdict: SolarWinds MSP provides several products like Remote Monitoring & Management, Backup & Recovery, PSA & Ticketing, Mail Protection & Archiving, Threat Monitoring, and Remote Support. It provides advanced analytics and 24*7 technical support.

Website: SolarWinds MSP

#13) Cherwell

Best for small to large businesses.

Price: You can contact the company to get a quote and demo. As per the reviews, the price starts at $189 per month. Cherwell has the capabilities of IT Service Desk, ITIL Processes, Incident & Request Management, Change Management, Configuration Management, and IT Asset Management.


The solution can be deployed in the cloud or on-premises. You can also get the solution from multiple managed service providers.


  • It has Incident and Requests management features that will help you with submitting requests related to goods and services and also for reporting issues and checking status.
  • Configuration management features will centrally manage configuration items, utilize associated information, and will help you to visualize relationships.
  • IT Asset Management feature will help you with tracking and managing the lifecycle of hardware and software assets.

Verdict: Cherwell also provides the features of Change management, IT service desk, and ITIL Processes. Other than IT Service Management, it provides various solutions like Security Management, HR Service Management, Facilities Management, etc.

Website: Cherwell

#14) InvGate Service Desk

Best for small to large businesses.
Price: InvGate has three pricing plans i.e. InvGate Insight, InvGate Service Desk, and InvGate Assets. You can get a quote for these pricing plans. It offers a free trial for the product.


InvGate Service Desk is rich in features. It provides features like ticketing, self-service, Knowledgebase, Asset Monitoring, Software Licensing, and Software Metering.

It provides Ticket Management features that will help you to manage requests and resolve the issues.


  • InvGate has features for Problem Management, Knowledgebase, Change Management, Self-service, Analytics, Workflow, and many other capabilities.
  • InvGate Service Desk will give you better access to data and information and hence you will be able to make better decisions which will result in better performance.
  • With InvGate’s Ticket Management features, it will be easier to log, manage, and report the IT issues.
  • Change Management features will help you with the effective management of changes.
  • Problem management features will help you to deal with recurring issues.

Verdict: InvGate’s Knowledgebase is universally accessible as it makes use of Natural Language Technology. Through Service Level Management and SLAs, InvGate will allow you to prioritize operations according to impact, urgency, and is agreed with service level targets.

Website: InvGate Service Desk

#15) BMC Remedy

Best for small to large businesses.
Price: It offers a free trial for the product. You can get a quote for its pricing details. As per the online reviews, the price for one license of Remedy ITSM Suite will be $2802.99.


BMC Helix ITSM solution has embedded multi-cloud capabilities, Predictive service management, Cognitive email analysis, and automated actions functionalities, Operational & deployment efficiencies, and it is optimized for ITIL4. It can be integrated with DevOps tools like Jira.


  • It provides Incident and Problem management features that are context-aware with proactive incident matching capabilities.
  • Its self-service capabilities will reduce the volume of calls.
  • Knowledge Management features come with the built-in Knowledge-Center Service. Its knowledge management supports multi-media content.
  • Multi-Cloud Service Management will enable you to integrate incident, problem, and change management with the popular agile dev Solutions.
  • It provides smart reporting with 90 out-of-the-box reports.

Verdict: BMC Helix ITSM solution provides the features of Change Management, Release Management, Asset Management, Configuration Management, Service Request Management, and Service Level Management. It also provides the Chatbot facility that can be extended to Slackbot, SMS, and Skype. It has a one-click self-service for all devices.

Website: BMC Remedy

#16) Jira

Best for small to large businesses.

Price: Jira offers a free trial for 7 days. There are two pricing plans i.e. Small team plan will cost $10 per month (up to 3 agents) and a Growing team plan will cost $20 per agent per month (for 4 to 15 agents). These prices are for cloud hosting.


The self-managed solution is available for any team size. There are two plans i.e. Server ($16500 one-time payment) and Data Center ($12000 per year). It can be tried for free for 30 days.

Jira is a perfect service desk solution for any team including HR and Legal. You will get a knowledgebase by integrating the Confluence with Jira. On-premise as well as in the cloud deployment is available for this platform. It is built for collaboration and provides next-level automation.


  • It will allow the team members to create a change request without approval.
  • The self-service portal will be powered by machine learning.
  • It is a PinkVERIFY certified service desk with the features of Knowledgeable, SLAs management, and automation of repetitive tasks.
  • It provides reports that will help you to improve performance.

Verdict: Integrating the Jira Service Desk with Jira Software will benefit the IT team or developers as it will be one platform to fix incidents and push changes. Jira service desk can be customized by choosing the apps from Atlassian Marketplace as per your requirements. It has more than 800 apps in the marketplace.

Website: Jira Service Desk


All the solutions mentioned here provide almost the same features for ITSM. They might differ in some features like Benchmarking, Risk Detection, Reports, Asset Management, etc. Freshservice, Servicenow, SysAid, SolarWinds, and Zendesk are our top picks as an ITSM Tool.

ManageEngine and Jira provide cost-effective pricing plans. Freshservice and SolarWinds Service Desk also provide affordable plans.

Suggested reading =>> ManageEngine ServiceDesk Plus Review

We hope this article helped you in selecting the right ITSM tool.

=>> Contact us to suggest a listing here.